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niuweili
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Merge branch 'f-servicenow' into test
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‎flashduty/en/1. On-call/8. Integrations/8.5 Webhooks/8.5.5 ServiceNow sync.md‎

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@@ -20,16 +20,16 @@ Through ServiceNow sync webhook, Flashduty incidents are associated and synchron
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<img alt="drawing" width="600" src="https://download.flashcat.cloud/flashduty/doc/snow/snow-1.png" />
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### Configure User
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The user used to access ServiceNow needs to have administrator roles.
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1. On the user list page, find the newly created `flashduty` user and go to the configuration page.
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2. In the edit page, click `Set Password` to set a password.
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3. Click `Roles` to add **admin and itil** roles.
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4. Click `Update` to update the configuration.
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<img alt="drawing" width="600" src="https://download.flashcat.cloud/flashduty/doc/snow/snow-2.png" />
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## In Flashduty
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### Configure Integration
@@ -39,13 +39,13 @@ Enter the username/password and instance name configured above into the integrat
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- **Integration Name:** Define a name for the current integration.
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- **Management Team:** When a management team is selected, only team members and tenant administrators can edit this integration.
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- **Channel:** Select the channel where this integration takes effect.
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- **Sync Direction:**
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- To_ServiceNow: Sync Flashduty incidents to ServiceNow.
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- From_ServiceNow: Sync ServiceNow Incidents to Flashduty.
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- Two-way: Bidirectional sync between Flashduty and ServiceNow.
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- **Sync Direction:**
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- To_ServiceNow: Sync Flashduty incidents to ServiceNow.
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- From_ServiceNow: Sync ServiceNow Incidents to Flashduty.
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- Two-way: Bidirectional sync between Flashduty and ServiceNow.
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- **Trigger Mode**:
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- Auto Trigger: Requires configuration of corresponding conditions, Flashduty will automatically sync incidents that meet the conditions to ServiceNow.
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- Manual Trigger: Requires manual triggering of ServiceNow sync in the More Actions section of the incident details page (the integration configuration name is the trigger name).
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- Auto Trigger: Requires configuration of corresponding conditions, Flashduty will automatically sync incidents that meet the conditions to ServiceNow.
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- Manual Trigger: Requires manual triggering of ServiceNow sync in the More Actions section of the incident details page (the integration configuration name is the trigger name).
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- **Severity Mapping:** ServiceNow's Priority is determined by the combined values of Impact and Urgency, so you can refer to ServiceNow's `Priority Lookup Rules` for configuration. Additionally, note that only when ServiceNow Incident's Urgency changes will it trigger updates to Flashduty incident severity.
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- **Custom Field Mapping:** You can choose to sync certain labels or all labels of incidents as well as custom field content to ServiceNow fields (only text-type fields are supported).
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@@ -66,20 +66,19 @@ This method relies on ServiceNow's UI Action and Script Include configuration. T
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5. Enter **onClick();** in `Onclick`.
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6. Enter the following in `Script`:
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```
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function onClick() {
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g_form.save();
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var ga = new GlideAjax('IncidentWebhookHelperAjax');
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ga.addParam('sysparm_name', 'sendWebhook');
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ga.addParam('sysparm_sys_id', g_form.getUniqueValue());
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ga.getXMLAnswer(function(response) {
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alert('Webhook Triggered: ' + response);
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});
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}
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```js
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function onClick() {
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g_form.save();
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```
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var ga = new GlideAjax("IncidentWebhookHelperAjax");
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ga.addParam("sysparm_name", "sendWebhook");
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ga.addParam("sysparm_sys_id", g_form.getUniqueValue());
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ga.getXMLAnswer(function (response) {
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alert("Webhook Triggered: " + response);
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});
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}
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```
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7. Submit and save.
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@@ -96,53 +95,54 @@ This method relies on ServiceNow's UI Action and Script Include configuration. T
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Note: The body configures default receiving fields. If you have custom fields that need to be synced to Flashduty, you need to manually add content to the body. For example, if you want to add a field named: test_001 (this field name can be obtained when adding custom fields in the integration configuration, do not use the field name displayed in the ServiceNow Incident form), then you need to add to the body: test_001: current.getDisplayValue("test_001").
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</div>
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```
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var IncidentWebhookHelper = Class.create();
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IncidentWebhookHelper.prototype = {
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initialize: function() {},
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sendIncidentWebhook: function(current) {
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function getLastComment(sysId) {
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var journalGR = new GlideRecord('sys_journal_field');
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journalGR.addQuery('element_id', sysId);
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journalGR.addQuery('element', 'comments');
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journalGR.orderByDesc('sys_created_on');
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journalGR.setLimit(1);
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journalGR.query();
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if (journalGR.next()) {
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return journalGR.getValue('value');
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}
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return '';
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}
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var body = {
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action_type: current.isNewRecord() ? 'insert' : 'update',
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number: current.getValue("number"),
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sys_id: current.getUniqueValue(),
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short_description: current.getValue("short_description"),
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description: current.getValue("description"),
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state: current.getDisplayValue("state"),
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impact: current.getDisplayValue("impact"),
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urgency: current.getDisplayValue("urgency"),
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comments: getLastComment(current.getUniqueValue())
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};
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try {
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var request = new sn_ws.RESTMessageV2();
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request.setHttpMethod("POST");
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request.setEndpoint("PUSH URL");
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request.setRequestHeader("Content-Type", "application/json");
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request.setRequestBody(JSON.stringify(body));
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request.executeAsync();
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} catch (ex) {
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gs.error("Webhook Call failed: " + ex.message);
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}
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},
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type: 'IncidentWebhookHelper'
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```js
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var IncidentWebhookHelper = Class.create();
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IncidentWebhookHelper.prototype = {
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initialize: function () {},
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sendIncidentWebhook: function (current) {
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function getLastComment(sysId) {
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var journalGR = new GlideRecord("sys_journal_field");
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journalGR.addQuery("element_id", sysId);
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journalGR.addQuery("element", "comments");
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journalGR.orderByDesc("sys_created_on");
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journalGR.setLimit(1);
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journalGR.query();
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if (journalGR.next()) {
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return journalGR.getValue("value");
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}
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return "";
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}
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var body = {
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action_type: current.isNewRecord() ? "insert" : "update",
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number: current.getValue("number"),
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sys_id: current.getUniqueValue(),
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short_description: current.getValue("short_description"),
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description: current.getValue("description"),
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state: current.getDisplayValue("state"),
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impact: current.getDisplayValue("impact"),
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urgency: current.getDisplayValue("urgency"),
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comments: getLastComment(current.getUniqueValue()),
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<label name='field_mapping' tab='10'>{original.key}: current.getDisplayValue("{original.key}")</label>
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};
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```
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try {
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var request = new sn_ws.RESTMessageV2();
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request.setHttpMethod("POST");
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request.setEndpoint("PUSH URL");
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request.setRequestHeader("Content-Type", "application/json");
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request.setRequestBody(JSON.stringify(body));
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request.executeAsync();
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} catch (ex) {
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gs.error("Webhook Call failed: " + ex.message);
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}
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},
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type: "IncidentWebhookHelper",
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};
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```
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6. Submit and save.
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7. Return to the Script Includes list and continue creating.
@@ -151,25 +151,29 @@ Note: The body configures default receiving fields. If you have custom fields th
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10. Keep `Client callable` and `Active` checked.
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11. Enter the following content in `Script`:
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```
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```js
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var IncidentWebhookHelperAjax = Class.create();
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IncidentWebhookHelperAjax.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {
157-
sendWebhook: function() {
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var sysId = this.getParameter('sysparm_sys_id');
159-
var gr = new GlideRecord('incident');
160-
if (gr.get(sysId)) {
161-
var helper = new IncidentWebhookHelper();
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IncidentWebhookHelperAjax.prototype = Object.extendsObject(
157+
global.AbstractAjaxProcessor,
158+
{
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sendWebhook: function () {
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var sysId = this.getParameter("sysparm_sys_id");
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var gr = new GlideRecord("incident");
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if (gr.get(sysId)) {
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var helper = new IncidentWebhookHelper();
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helper.sendIncidentWebhook(gr);
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return 'Success';
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}
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return 'Request failed';
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}
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});
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return "Success";
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}
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return "Request failed";
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},
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}
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);
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```
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12. Submit and save.
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### Auto Sync
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This method relies on ServiceNow's Business Rules configuration. Using this method, you can automatically sync Incidents to Flashduty when there are new or update events.
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#### Configure Business Rules
@@ -187,92 +191,92 @@ Note: The body configures default receiving fields. If you have custom fields th
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</div>
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190-
```
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(function executeRule(current, previous) {
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function getLastComment(recordSysId) {
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var journalGR = new GlideRecord('sys_journal_field');
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journalGR.addQuery('element_id', recordSysId);
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journalGR.addQuery('element', 'comments');
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journalGR.orderByDesc('sys_created_on');
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journalGR.setLimit(1);
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journalGR.query();
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if (journalGR.next()) {
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var comment = journalGR.getValue('value');
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return comment;
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}
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return '';
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}
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var operation = current.operation() || 'unknown';
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var isPreviousNull = previous === null;
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var createdOn = current.getValue('sys_created_on');
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var updatedOn = current.getValue('sys_updated_on');
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var isNewRecord = createdOn === updatedOn;
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213-
var action = 'update';
214-
if (isPreviousNull && isNewRecord) {
215-
action = 'insert';
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}
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var body = {
219-
action_type: action,
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number: current.getValue("number"),
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sys_id: current.getUniqueValue(),
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short_description: current.getValue("short_description"),
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description: current.getValue("description"),
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state: current.getDisplayValue("state"),
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impact: current.getDisplayValue("impact"),
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urgency: current.getDisplayValue("urgency"),
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comments: getLastComment(current.getUniqueValue())
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};
229-
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try {
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var endpoint = '';
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var request = new sn_ws.RESTMessageV2();
233-
request.setHttpMethod("POST");
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request.setEndpoint(endpoint);
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request.setRequestHeader("Content-Type", "application/json");
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request.setRequestBody(JSON.stringify(body));
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request.executeAsync();
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} catch (ex) {
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gs.error("Error sending webhook: " + ex.message);
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}
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```js
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(function executeRule(current, previous) {
196+
function getLastComment(recordSysId) {
197+
var journalGR = new GlideRecord("sys_journal_field");
198+
journalGR.addQuery("element_id", recordSysId);
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journalGR.addQuery("element", "comments");
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journalGR.orderByDesc("sys_created_on");
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journalGR.setLimit(1);
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journalGR.query();
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if (journalGR.next()) {
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var comment = journalGR.getValue("value");
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return comment;
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}
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return "";
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}
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211+
var operation = current.operation() || "unknown";
212+
var isPreviousNull = previous === null;
213+
var createdOn = current.getValue("sys_created_on");
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var updatedOn = current.getValue("sys_updated_on");
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var isNewRecord = createdOn === updatedOn;
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217+
var action = "update";
218+
if (isPreviousNull && isNewRecord) {
219+
action = "insert";
220+
}
221+
222+
var body = {
223+
action_type: action,
224+
number: current.getValue("number"),
225+
sys_id: current.getUniqueValue(),
226+
short_description: current.getValue("short_description"),
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description: current.getValue("description"),
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state: current.getDisplayValue("state"),
229+
impact: current.getDisplayValue("impact"),
230+
urgency: current.getDisplayValue("urgency"),
231+
comments: getLastComment(current.getUniqueValue()),
232+
};
233+
234+
try {
235+
var endpoint = "";
236+
var request = new sn_ws.RESTMessageV2();
237+
request.setHttpMethod("POST");
238+
request.setEndpoint(endpoint);
239+
request.setRequestHeader("Content-Type", "application/json");
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request.setRequestBody(JSON.stringify(body));
241+
request.executeAsync();
242+
} catch (ex) {
243+
gs.error("Error sending webhook: " + ex.message);
244+
}
242245
})(current, previous);
246+
```
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```
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7. Submit and save.
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## Sync Information
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### Form Fields
250-
| ServiceNow | Flashduty | Notes |
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| ---------- | -------- | ---- |
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| Short_description | Title | |
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| Description | Description | |
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| Additional comments | Comments | |
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| State | Progress | |
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| Urgency | Severity | |
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| Others | Custom Fields | |
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259-
### Status Mapping
254+
| ServiceNow | Flashduty | Notes |
255+
| ------------------- | ------------- | ----- |
256+
| Short_description | Title | |
257+
| Description | Description | |
258+
| Additional comments | Comments | |
259+
| State | Progress | |
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| Urgency | Severity | |
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| Others | Custom Fields | |
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261-
| ServiceNow | Flashduty | Notes |
262-
| ---------- | -------- | ---- |
263-
| New | Trigger | |
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| In Progress | Processing | |
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| On Hold | Snoozed | Default snooze 2 hours |
266-
| Resolved | CLosed | |
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| Closed | CLosed | |
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| Canceled | CLosed | |
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### Status Mapping
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265+
| ServiceNow | Flashduty | Notes |
266+
| ----------- | ---------- | ---------------------- |
267+
| New | Trigger | |
268+
| In Progress | Processing | |
269+
| On Hold | Snoozed | Default snooze 2 hours |
270+
| Resolved | CLosed | |
271+
| Closed | CLosed | |
272+
| Canceled | CLosed | |
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### Priority Mapping
275+
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Only when ServiceNow's Urgency value changes will it affect Flashduty's Severity
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274-
| ServiceNow | Flashduty | Notes |
275-
| ---------- | -------- | ---- |
276-
| Low | Info | |
277-
| Medium | Warning | |
278-
| High | Critical | |
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| ServiceNow | Flashduty | Notes |
279+
| ---------- | --------- | ----- |
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| Low | Info | |
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| Medium | Warning | |
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| High | Critical | |

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