ServiceNow IT Service Management 2.7.6

ServiceNow IT Service Management - 2.7.6

tags: python | PaaS

Table of Contents

• Description
• Customer Configuration
• CDC Command Lines
• Workflows
• Rules
• Sensors
• Triggers
• Known Issues

Description

Integration with Service-Now ITSM enables CDC users to create and close incident tickets and updated comments on ServiceNow ITSM, directly from CDC.

The current out-of-the-box CyberProof integration to ServiceNow is based on the ITSM Incident Management record.

This is a one-direction integration in which a CyberProof incident can do the following on the Service-Now end:-

• Create an incident

• Close an incident

• Add a comment

• Get an incident

• Upload an attachment to an incident

This operation is based on and supported via ServiceNow's Table API and Attachment API.

For bi-directional integration, ServiceNow's can use CyberProof's public Platform API

CyberProof has provided CLI commands to cater to different user actions, as listed above. We also use custom adaptive cards, to display ServiceNow ITSM ticket information on CDC.

| | |
|---|---|
| Integration Type: | ITSM Response |
| Information read: | Incident ticket information from CDC. |
| API Supported: | API V0.7.16 |
| Input: | Incident ticket information from CDC or comments from CDC users. |
| Output: | Ticket created, updated on Service-Now. Addition of comment on Service-Now comments of ITSM ticket. |

Customer Configuration

No Customer Configuration

CDC Command Lines

* **create_it_ticket_with_user_input_cli**
Nested workflow for creating Servicenow IT ticket including the user input.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |

* **create_servicenow_ticket_cli**
Create a ServiceNow ticket and set the external ID back in the CDC. While running the CLI, enter the Incident ID (in CDC version < 2.2).

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|incident_id|string|The incident key in the CDC.|False|
|category|string|The category for Servicenow IT ticket.|False|
|sub_category|string|The sub category for Servicenow IT ticket.|False|

* **create_servicenow_ticket_cli_wrapper_la**
Create a ServiceNow ticket and set the external ID back in the CDC Azure Logic App Workflow.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|incident_id|string|The category for which subcategories are to be fetched|True|
|category|string|category to be used while creating the ticket in service now|False|
|sub_category|string|to be used while creating the ticket in service now|False|
|cdc_instance_name|string|cdc instance name|False|

* **get_category_sub_category_cli**
Nested workflow for creating Servicenow IT ticket including the category and sub category.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|category_subcategory_fields|object|The template mapping for fields to be updated in servicenow SIR table|False|

* **upload_all_new_files**
Upload All new CDC incident attachments to the ServiceNow ticket.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|ticket_id|string|ServiceNow ticket ID.|True|

* **upload_files**
Upload CDC incident attachments to the ServiceNow ticket.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|ticket_id|string|ServiceNow incident ID.|True|
|filenames|string|Comma separated names of files to be uploaded.|True|

* **upload_files_to_ticket_cli_wrapper_la**
Upload CDC incident attachments to the ServiceNow Ticket.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|ticket_id|string|ServiceNow Ticket's ID.|True|
|incident_id|string|To be used for reading cdc incident's Attachment.|True|
|filenames|string|Comma separated names of files to be uploaded.|True|
|cdc_instance_name|string|cdc instance name|False|

* **add_comment_cli**
Add comment in ServiceNow for a given ticket number.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|ticket_id|string|ServiceNow ticket ID.|True|
|comment|string|Comment to add in the ServiceNow ticket.|True|

* **get_incident_cli**
Get information on an incident from ServiceNow.

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|ticket_id|string|ServiceNow ticket ID.|True|

* **get_sub_categories_of_category_cli**
Get the sub-categories for the given category

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|category|string|The category for which subcategories are to be fetched|True|

* **get-files-since-last-cli-execution**
Gets modified time of last upload file CLI command

|Option|Type|Description|Required|
| :--- | :--- | :--- | :--- |
|messages|array|Posted messages list of the incident|True|
|files|array|list of CDC files|True|

Workflows

* **attachment-sub-workflow**
Used for attaching files to a ServiceNow ticket.

* **close_alert_servicenow_ticket**
Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC alert.

* **close_incident_servicenow_ticket**
Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC incident.

* **escalate_servicenow_ticket**
Workflow for escalating a ticket in ServiceNow’s ITSM for escalation in the CDC incident.

* **update_servicenow_ticket**
Workflow for updating the ticket in ServiceNow’s ITSM, for the update in the CDC incident.

* **post_add_comment**
Post add-comment in CDC by ID of incident/message/chanel.

* **post_get_incident**
Post get-incident in CDC by ID of incident/message/chanel.

Rules

* **cdc_incident_created_for_snow**
Create a ticket in ServiceNow’s ITSM, once an incident is created in the CDC.

* **close_alert_in_servicenow**
Closing a ticket in ServiceNow’s ITSM, once an alert is closed in the CDC.

* **close_incident_in_servicenow**
Closing a ticket in ServiceNow’s ITSM, once an incident is closed in the CDC.

* **escalate_incident_in_servicenow**
Escalate a ticket in ServiceNow’s ITSM, once an incident is escalated in the CDC.

* **update_incident_in_servicenow**
Update a ticket in ServiceNow’s ITSM, once an incident is updated in the CDC.

Sensors

No sensors

Triggers

No triggers

Known Issues

No issues