Telegram Bot and ServiceNow

[rad2]

Create a telegram bot which would take an Incident number as input and using ServiceNow REST Service it will output the details of the incident back to Telegram Chat Bot

1. Create a Telegram Bot -
To create a telegram bot follow the steps mentioned here
An access token would be generated once we create a telegram bot. This access token is used while making API calls to telegram from ServiceNow

2. Once u have the bot setup, we will create a webhook for this bot on ServiceNow.
- We created a scripted REST service.

•  add a new resource with POST method and define a URL for the same

• take a note of the URL of the resource. This URL we will use in the next step.
• we have used a RestMessage - Send Details. This is an outbound REST message, details are available in the next step
• getIncDetails functions in script include - Utils, will get the incident details in the required format. The script is as follows

getIncDetails: function(number){
  var inc = "";
  var gr = new GlideRecord("incident");
  gr.addQuery("number", number);
  gr.query();
  if (gr.next()) {
    inc = "Number:" + number + "\n" + "Short Description:" + gr.short_description;
  }
  return inc;
},

3. Set the URL in Telegram WebHook Setup.
Send a GET request with the url that is created in the above step. For ex

https://api.telegram.org/bot<bot_token>/setWebhook?url=<instance>/api/237151/telegram_incidents/13579

This would set the webhook url on telegram. 

4. Create an outbound message to send the details back to the requester
We will create a REST Message.

Send Details - we have used this in step 2 script section. 

• You can get the Script by clicking on ‘Preview Script Usage’ found below the Related Links

Once, this is done, the telegram chatbot would look like the following

Resources

• https://core.telegram.org/api
• https://community.servicenow.com/community?id=community_blog&sys_id=886d2a29dbd0dbc01dcaf3231f9619b0

Hope this helps!! 

[Simon Ciglia]

Dear rad & other experts 😄

very inspiring article, for the beginning I just want to get a telegram notification if there is a new incident, how could I accomplish this?

Any help is highly appreciated 

[rad2]

Hello Simon,

Glad you found the article useful.

You can use a business rule after record insert to send messages to a Telegram channel.

Since we already have an outbound message defined in the article, we can use that in the Business Rule like the following -

(function executeRule(current, previous /*null when async*/) {
	details = new Utils().getIncDetails(current.number);
	try {
		var r = new sn_ws.RESTMessageV2('Telegram', 'Send Details');
		r.setStringParameterNoEscape('chat_id', '@yourchannelusername');
		r.setStringParameterNoEscape('text', details);
		var responseSend = r.execute();
		var responseBody = responseSend.getBody();
		var httpStatus = responseSend.getStatusCode();
		
	}
	catch(ex) {
		var message = ex.message;
		gs.log("error" + message);
	}
	// Add your code here

})(current, previous);

p.s to send message to a telegram, we will need a chat_id of the user or a channel username.

[Simon Ciglia]

thank you very much 😄

[Giacomo Polett2]

Dear Rad,
How can I make the bot reply to a message?

I tried adding in the script:
"r.setStringParameterNoEscape ('reply_to_msg_id', jsonObj.message.chat.id);"

But it doesn't work.

Can you help me?

Thanks a lot,
Giacomo

[Giacomo Polett2]

Hello Rad,

I would like to make my BOT reply to a specific message like this:

 

I am using the "reply_to_msg_id" with the ID of the message to replies to, but it doesn't work.

Anyone can help me?

Thanks in advance,

Giacomo

[Rishabh24]

What is the relative path we need to mention?

[Luis Fernando L]

Guys, I'm quite confused on step 2, any guidance, I have successfully created Telegram Bot, the Webhook, messages are going through correctly to the Bot, however there is no interaction working between Telegram Bot and SN 

[Sooraj Singh3]

can anyone please help with step 3

[Annay Das]

Works perfectly... thanks for sharing!!!

[Andrea Lorenzo]

Hello there,

I am stuck here:

• getIncDetails functions in script include - Utils, will get the incident details in the required format. The script is as follows

Where do I have to insert the script?

Thank you,

Andrea Lorenzo Gambadoro