ServiceNow
Jan - May 2025
REST API - Python - JSON
ServiceNow REST API
An end-to-end ServiceNow project focused on automating incident extraction and integrating high-priority incidents with an external system through REST Message. The goal was to reduce manual effort, standardize the flow, and speed up reporting and handoff.
Problem
Incident reporting and escalation relied on manual steps, which slowed down response time and made the process harder to scale across teams.
Solution
I built two complementary automations: one to export incident data to Excel and another to send P1 incidents to an external endpoint using a REST POST request.
How it was built
1. Incident data export to Excel
This automation connects to the ServiceNow Incident table, retrieves records through the REST API, and transforms them into a clean Excel extract using Python and pandas.
- Authenticates against the ServiceNow instance
- Requests incident records using REST API filters
- Parses JSON into a structured DataFrame
- Exports relevant fields into a formatted .xlsx file
- Makes reporting faster and more consistent
2. P1 incident handoff via REST Message
This workflow triggers automatically for priority 1 incidents and sends the key payload to an external endpoint, simulating a cross-system handoff to Jira or another service desk.
- Triggered on After Insert for P1 incidents
- Builds a JSON payload with incident number, description, and priority
- Sends the data through a REST POST request
- Uses variable substitution for dynamic values
- Supports faster escalation and cleaner communication
Tools and technologies
ServiceNow REST API
Incident table access and REST Message
Python 3 - pandas
Data extraction and Excel export
Business Rule
After Insert trigger for priority incidents
Webhook.site - JSON
Testing endpoint and payload validation
What this project shows
Portfolio value: this project demonstrates how I connect business needs with automation, structured data, and integration design. It shows process thinking, technical delivery, and attention to operational efficiency.
From a Business Analyst perspective, the project also shows how I can identify a repetitive manual step, define the business need, translate it into a solution, and document the flow clearly for technical implementation.
Tags
ServiceNow
REST API
Python
JSON
Automation
Integration