# InsightConnect ServiceNow Trigger Incident Created not working right?

**URL:** <https://discuss.rapid7.com/t/insightconnect-servicenow-trigger-incident-created-not-working-right/35858>\
**Category:** Plugins\
**Tags:** api\_trigger\
**Created:** [April 12, 2024, 2:43pm UTC](https://discuss.rapid7.com/t/insightconnect-servicenow-trigger-incident-created-not-working-right/35858 "2024-04-12T14:43:11Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![levi\_steuer](https://discuss.rapid7.com/letter_avatar_proxy/v4/letter/l/35a633/32.png) [@levi\_steuer](https://discuss.rapid7.com/u/levi_steuer)\
**Post date:** [April 12, 2024, 2:43pm UTC](https://discuss.rapid7.com/t/insightconnect-servicenow-trigger-incident-created-not-working-right/35858/1 "2024-04-12T14:43:11Z")

</div>

I’ve been trying out the ServiceNow plugin trigger capabilities to start a workflow when a new ServiceNow Incident ticket is created. I followed this site: [ServiceNow | InsightConnect Documentation](https://docs.rapid7.com/insightconnect/servicenow/#servicenow-queries)

The workflow is simple. It starts with a ServiceNow trigger when a new ServiceNow Incident ticket is created. The query the trigger is using is short\_description=Newbug1, Frequency = 90. There’s another action step using ServiceNow plugin to Read Incident and then an Artifact step which just outputs sys\_id and the number of the Incident ticket.

Out of all the ServiceNow queries from the link above (STARTSWITH, LIKE, NOTELIKE, =, ISEMPTY, ISNOTEMPTY), I’ve only seen the “=” query work. If I do short\_descriptionSTARTSWITHNewbug1, it doesn’t trigger. If I do short\_descriptionLIKENewbug1, it doesn’t trigger.

Has anyone else ran into this issue? I’ve had a ticket open with Support since 6/25/2021 that doesn’t seem to be making progress.