Populate configuration item on incident form - Inbound Integration

[Joshuu]

Hello All,

I am working on an inbound integration in ServiceNow. When I send request from source instance I am able to receive all the field values in the target instance except configuration item field(cmdb_ci). It is blank.

Please find the below script that I have added.

Source Instance:

Business Rule:

(function executeRule(current, previous /*null when async*/) {

	var request = new sn_ws.RESTMessageV2('Sending Data Create','Post');

	request.setStringParameterNoEscape('short_description',current.short_description);
	request.setStringParameterNoEscape('description',current.description);
	request.setStringParameterNoEscape('category',current.category);
	request.setStringParameterNoEscape('subcategory',current.subcategory);
	request.setStringParameterNoEscape('impact',current.impact);
	request.setStringParameterNoEscape('urgency',current.urgency);
	request.setStringParameterNoEscape('priority',current.priority);
	request.setStringParameterNoEscape('comments',current.comments);
	request.setStringParameterNoEscape('work_notes',current.work_notes);
	request.setStringParameterNoEscape('number',current.number);
	request.setStringParameterNoEscape('cmdb_ci',current.cmdb_ci);
	request.setStringParameterNoEscape('contact_type',current.contact_type);
	request.setStringParameterNoEscape('assignment_group',current.assignment_group);
	request.setStringParameterNoEscape('close_notes',current.close_notes);
	request.setStringParameterNoEscape('close_code',current.close_code);
	request.setStringParameterNoEscape('state',current.state);
	request.setStringParameterNoEscape('hold_reason',current.hold_reason);	
	
	var response=request.execute();
	var requestBody=request.getRequestBody();
	var responseBody=response.getBody();
	var httpStatus=response.getStatusCode();
	gs.log(responseBody);
	
	responseJSON=responseBody.substring(10,responseBody.length-1);
	parsedJSON=JSON.parse(responseJSON);


})(current, previous);

HTTP Method:

{
"state": "${state}",
"hold_reason": "${hold_reason}",
"description":"${description}",
"short_description": "${short_description}",
"category": "${category}",
"impact":"${impact}",
"urgency":"${urgency}",
"priority" :"${priority}",
"subcategory": "${subcategory}",
"cmdb_ci": "${cmdb_ci}",
"contact_type":"${contact_type}",
"item": "${item}",
"assignment_group": "${assignment_group}",
"close_notes": "${close_notes}",
"close_code":"${close_code}",
"work_notes": "${work_notes}",
"comments":"${additional_comments}",
"id":"${number}"
}

Target Instance:

Script:

var InsertIncident = Class.create();
InsertIncident.prototype = {
    initialize: function() {},

    ProcessInsertIncident: function(requestData, response) {

        var validJSON = this._checkJSONValidity(requestData);
        var reqeustJSONParser = JSON.parse(validJSON);

        var responseBody = {};

        if (validJSON) {

            var inc = new GlideRecord('incident');
            inc.addQuery('correlation_id', reqeustJSONParser.id);
            inc.query();

            if (inc.next()) {
                if (reqeustJSONParser.state == '3') {

                    inc.state = reqeustJSONParser.state;
                    inc.hold_reason = reqeustJSONParser.hold_reason;
                    inc.description = reqeustJSONParser.description;
                    inc.short_description = reqeustJSONParser.short_description;
                    inc.category = reqeustJSONParser.category;
                    inc.impact = reqeustJSONParser.impact;
                    inc.urgency = reqeustJSONParser.urgency;
                    inc.cmdb_ci = reqeustJSONParser.cmdb_ci;
                    inc.priority = reqeustJSONParser.priority;
                    inc.subcategory = reqeustJSONParser.subcategory;
                    inc.contact_type = reqeustJSONParser.contact_type;
                    inc.assignment_group = reqeustJSONParser.assignment_group;
                    inc.close_notes = reqeustJSONParser.close_notes;
                    inc.close_code = reqeustJSONParser.close_code;
                    inc.work_notes = reqeustJSONParser.work_notes;
                    inc.comments = reqeustJSONParser.comments;

                    inc.update();

                    responseBody.Message = 'Incident is Updated';
                }

            } else {

                inc.initialize();

                inc.state = reqeustJSONParser.state;
                inc.hold_reason = reqeustJSONParser.hold_reason;
                inc.description = reqeustJSONParser.description;
                inc.short_description = reqeustJSONParser.short_description;
                inc.category = reqeustJSONParser.category;
                inc.impact = reqeustJSONParser.impact;
                inc.urgency = reqeustJSONParser.urgency;
                inc.cmdb_ci = reqeustJSONParser.cmdb_ci;
                inc.priority = reqeustJSONParser.priority;
                inc.subcategory = reqeustJSONParser.subcategory;
                inc.contact_type = reqeustJSONParser.contact_type;
                inc.assignment_group = reqeustJSONParser.assignment_group;
                inc.close_notes = reqeustJSONParser.close_notes;
                inc.close_code = reqeustJSONParser.close_code;
                inc.work_notes = reqeustJSONParser.work_notes;
                inc.comments = reqeustJSONParser.comments;
                inc.correlation_id = reqeustJSONParser.id;

                inc.insert();

                responseBody.Message = 'Incident is Created';
                responseBody.Number = inc.number;

            }

            response.setBody(responseBody);
        }
    },

    _checkJSONValidity: function(validJSON) {
        try {
            return JSON.stringify(validJSON);
        } catch (e) {
            gs.info('parsing error' + e);
        }
    },
    type: 'InsertIncident'
};

@Mohith Devatte Could you please help me.

Thanks.

Priya.

[Harshad Wagh]

is your cmdb_ci sys_id  on source instance matches with target instance?

Thanks

Harshad

[Anil Lande]

Hi,

Have you tried adding logs in your script?

Put log and see what value coming for cmdb_ci attribute. It should be sys_id and you should have record with same sys_id in your instance.

If you are receiving name as response instead of sys_id then you need to make GlideRecord query to get CI sys_id matching name of CI  and use it to populate the field.

Thanks,
Anil Lande

[Anil Lande · Accepted solution]

If you are receiving Name of CI then you need to make changes like below:

if (inc.next()) {
                if (reqeustJSONParser.state == '3') {

                    inc.state = reqeustJSONParser.state;
                    inc.hold_reason = reqeustJSONParser.hold_reason;
                    inc.description = reqeustJSONParser.description;
                    inc.short_description = reqeustJSONParser.short_description;
                    inc.category = reqeustJSONParser.category;
                    inc.impact = reqeustJSONParser.impact;
                    inc.urgency = reqeustJSONParser.urgency;
                   
var ciGr=new GlideRecord('cmdb_ci');
ciGr.addQuery('name',reqeustJSONParser.cmdb_ci);
ciGr.query()
if(ciGr.next){
 inc.cmdb_ci = ciGr.getUniqueValue();
}
                    inc.priority = reqeustJSONParser.priority;
                    inc.subcategory = reqeustJSONParser.subcategory;
                    inc.contact_type = reqeustJSONParser.contact_type;
                    inc.assignment_group = reqeustJSONParser.assignment_group;
                    inc.close_notes = reqeustJSONParser.close_notes;
                    inc.close_code = reqeustJSONParser.close_code;
                    inc.work_notes = reqeustJSONParser.work_notes;
                    inc.comments = reqeustJSONParser.comments;

                    inc.update();

                    responseBody.Message = 'Incident is Updated';
                }

            }

Added GlideRecord query in above part, use same logic incase of both insert and update.

Thanks,
Anil Lande

[Joshuu]

Hi Anil,

Thanks for your response.

The Configuration item is not visible on form as below. But I can see the value in the history.

And as you suggested I have modified the code by adding the below code. But this time I can't see the ci in the history as well.

var ciGr=new GlideRecord('cmdb_ci');
ciGr.addQuery('name',reqeustJSONParser.cmdb_ci);
ciGr.query()
if(ciGr.next){
 inc.cmdb_ci = ciGr.getUniqueValue();
}

Same issue is happening for "Assignment Group" as well. Is this because these two are reference fields ? If yes, how to proceed with this? Also, I can see the CI name in the logs.

Please help.

Thanks,

Priya.