咨询：能否通过PowerShell脚本关闭Service Now工单？

Absolutely! You can definitely close ServiceNow tickets using a PowerShell script—ServiceNow’s REST API makes this totally doable. Let me break down the process with a working example, including key details you’ll need to get right:

First, make sure you have these handy:

• Your ServiceNow instance URL (e.g., https://yourcompany.service-now.com)
• A user account with API access and permissions to close tickets (usually the itil role or a custom role with update rights on incident records)
• The ticket number you want to close (like INC0012345)

This script first fetches the ticket’s unique sys_id (required for updating records via the API), then sends a patch request to set the ticket to closed:

# Configure your ServiceNow details
$instanceUrl = "https://yourcompany.service-now.com"
$targetTicket = "INC0012345"
$apiUser = "your_service_now_username"
$apiPass = "your_password" # Pro tip: Use Get-Credential instead of hardcoding!

# Encode credentials for basic auth
$authString = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes("$apiUser`:$apiPass"))

# Step 1: Get the ticket's sys_id (API uses this instead of ticket number for updates)
$getTicketRequest = @{
    Uri = "$instanceUrl/api/now/table/incident?sysparm_query=number=$targetTicket&sysparm_fields=sys_id"
    Headers = @{
        "Authorization" = "Basic $authString"
        "Accept" = "application/json"
    }
    Method = "GET"
}

try {
    $ticketData = Invoke-RestMethod @getTicketRequest
    $sysId = $ticketData.result[0].sys_id

    if (-not $sysId) {
        Write-Error "Couldn't find a ticket with number $targetTicket"
        exit 1
    }
} catch {
    Write-Error "Failed to retrieve ticket details: $_"
    exit 1
}

# Step 2: Prepare payload to close the ticket
$closePayload = @{
    state = "7" # Default code for 'Closed' in most instances (verify yours if needed)
    close_code = "Resolved by Automation" # Use a valid close code from your instance
    close_notes = "Ticket closed automatically via PowerShell script"
} | ConvertTo-Json

# Step 3: Send update request to close the ticket
$updateTicketRequest = @{
    Uri = "$instanceUrl/api/now/table/incident/$sysId"
    Headers = @{
        "Authorization" = "Basic $authString"
        "Accept" = "application/json"
        "Content-Type" = "application/json"
    }
    Method = "PATCH"
    Body = $closePayload
}

try {
    $updateResult = Invoke-RestMethod @updateTicketRequest
    Write-Host "Success! Ticket $targetTicket has been closed. Record details: $($updateResult.result | ConvertTo-Json -Compress)"
} catch {
    Write-Error "Failed to close ticket: $_"
}

• State Code Check: The state = "7" is the default for closed incidents, but some custom instances might use different codes. To confirm yours, go to System Definition > Choice Lists in ServiceNow, filter for incident.state, and check the value for "Closed".
• Secure Credentials: Never hardcode passwords! Instead, use Get-Credential to collect credentials securely at runtime, or store them as a secure string using ConvertTo-SecureString for automated runs.
• Table Names: If you’re closing a different ticket type (like a change request or problem), replace incident in the API URLs with the correct table name (e.g., change_request).
• Permissions: Double-check that your API user has permission to update the ticket’s state and add close notes—without this, the script will throw an authorization error.

内容的提问来源于stack exchange，提问作者Shaik Shahabuddin