REST Integration Patterns for ServiceNow

REST Integration Patterns for ServiceNow

ServiceNow provides RESTMessageV2 for outbound REST API calls and the REST API for inbound requests.

Outbound REST (Calling External APIs)

Basic GET Request

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​users")
request.setHttpMethod("GET")
request.setRequestHeader("Accept", "application/​json")

var response = request.execute()
var httpStatus = response.getStatusCode()
var body = response.getBody()

if (httpStatus == 200) {
  var data = JSON.parse(body)
  gs.info("Found " + data.length + " users")
}

POST Request with JSON Body

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​incidents")
request.setHttpMethod("POST")
request.setRequestHeader("Content-Type", "application/​json")
request.setRequestHeader("Accept", "application/​json")

var payload = {
  title: "New Incident",
  description: "Created from ServiceNow",
  priority: "high",
}
request.setRequestBody(JSON.stringify(payload))

var response = request.execute()

Using REST Message Records

Create a REST Message record for reusable integrations:

// Using predefined REST Message from sys_rest_message
var request = new sn_ws.RESTMessageV2("External API", "Create User")

// Set variable substitutions defined in the REST Message
request.setStringParameter("user_name", userName)
request.setStringParameter("email", email)

var response = request.execute()

Authentication Methods

Basic Authentication

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​data")
request.setHttpMethod("GET")
request.setBasicAuth("username", "password")

Bearer Token

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​data")
request.setHttpMethod("GET")
request.setRequestHeader("Authorization", "Bearer " + token)

OAuth 2.0 (Using OAuth Profile)

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​data")
request.setHttpMethod("GET")
request.setAuthenticationProfile("oauth2", "My OAuth Profile")

API Key

var request = new sn_ws.RESTMessageV2()
request.setEndpoint("https://api.example.com/​data")
request.setHttpMethod("GET")
request.setRequestHeader("X-API-Key", apiKey)
// Or as query parameter
request.setQueryParameter("api_key", apiKey)

Error Handling

try {
  var request = new sn_ws.RESTMessageV2()
  request.setEndpoint("https://api.example.com/​data")
  request.setHttpMethod("GET")
  request.setHttpTimeout(10000) // 10 second timeout

  var response = request.execute()
  var httpStatus = response.getStatusCode()

  if (httpStatus == 200) {
    var body = response.getBody()
    var data = JSON.parse(body)
    // Process successful response
  } else if (httpStatus == 401) {
    gs.error("Authentication failed")
  } else if (httpStatus == 404) {
    gs.error("Resource not found")
  } else if (httpStatus >= 500) {
    gs.error("Server error: " + httpStatus)
  } else {
    gs.error("Unexpected status: " + httpStatus)
  }
} catch (ex) {
  gs.error("REST Exception: " + ex.message)
}

Response Handling

Parse JSON Response

var body = response.getBody()
var data = JSON.parse(body)

// Access nested data
var userName = data.user.name
var items = data.items || []

Handle Arrays

var body = response.getBody()
var users = JSON.parse(body)

for (var i = 0; i < users.length; i++) {
  var user = users[i]
  gs.info("User: " + user.name + " (" + user.email + ")")
}

Response Headers

var contentType = response.getHeader("Content-Type")
var rateLimitRemaining = response.getHeader("X-RateLimit-Remaining")

MCP Tools for REST

// Create REST Message record
snow_create_rest_message({
  name: "External API",
  endpoint: "https://api.example.com",
  authentication: "basic", // or "oauth2", "api_key"
  methods: [
    {
      name: "Get Users",
      http_method: "GET",
      endpoint: "/​users",
    },
    {
      name: "Create User",
      http_method: "POST",
      endpoint: "/​users",
      content_type: "application/​json",
    },
  ],
})

// Test REST connection
snow_test_rest_connection({
  endpoint: "https://api.example.com/​health",
})

Best Practices

1. Use REST Message records - Centralized configuration, easier maintenance
2. Set timeouts - Prevent hanging scripts with setHttpTimeout()
3. Handle all status codes - Not just 200
4. Log failures - Use gs.error() for debugging
5. Use Async for slow APIs - Don't block business rules
6. Store credentials securely - Use Connection & Credential Aliases
7. Implement retry logic - For transient failures
8. Rate limit awareness - Check response headers, implement backoff

Retry Pattern

function callApiWithRetry(endpoint, maxRetries) {
  var retries = 0
  var delay = 1000 // Start with 1 second

  while (retries < maxRetries) {
    try {
      var request = new sn_ws.RESTMessageV2()
      request.setEndpoint(endpoint)
      request.setHttpMethod("GET")

      var response = request.execute()

      if (response.getStatusCode() == 200) {
        return JSON.parse(response.getBody())
      }

      if (response.getStatusCode() >= 500) {
        // Server error - retry
        retries++
        gs.sleep(delay)
        delay = delay * 2 // Exponential backoff
        continue
      }

      // Client error - don't retry
      throw new Error("Client error: " + response.getStatusCode())
    } catch (ex) {
      retries++
      if (retries >= maxRetries) {
        throw ex
      }
      gs.sleep(delay)
      delay = delay * 2
    }
  }
}