Send Incident details via outbound REST

karanpreet · ‎11-29-2016

Hi,

I'm trying to trigger a business rule to send out any work notes or additional comments to a 3rd party tool via outbound REST.

I have the outbound request created but I need to be able to get certain fields from the incident and include them in the JSON to send. For eg. I need the value of the "caller_id" so that I can update the original event in the 3rd party tool, similarly I would need the value for the work notes and the additional comments and create a JSON with them to be sent.

How can this be done?

I have created a static JSON in the "HTTP Query Parameters" section of the outbound REST message and was able to successfully test it.

I have also created the Business rule to be triggered and defined the "When to Run" conditions correctly, I have also defined a basic advanced script to call the outbound REST message like so:

function onAfter(current, previous)
{
var r;
var response;
var responseBody;
var httpStatus;
var message;
       
 try { 
 r = new sn_ws.RESTMessageV2('Incident Notes Send', 'put');
 response = r.execute();
 responseBody = response.getBody();
 httpStatus = response.getStatusCode();
}
catch(ex) {
 message = ex.getMessage();
}
gs.log("Content: " + current.work_notes.getJournalEntry(1));
gs.log("Request Body: " + response);
gs.log("Response: " + responseBody);
gs.log("HTTP Status: " + httpStatus);
gs.log("Error Message:" + message);
}

But I'm not sure how to pass variable from here to the REST request.

Also as I understand I should see the "gs.log()" entries in the debug business rules but I see only that the business rule was triggered.

I'm very new to ServiceNow and any help from the gurus would be much appreciated.

Regards,

Karan

karanpreet · ‎12-02-2016

Hello,

Thanks for all the help. I was finally able to solve this.

It turned out that the request I was sending was generating errors on the other side due to the format.

The final version of the javascript was :

try {

       var r = new sn_ws.RESTMessageV2('Incident Notes to event', 'put');

       var notes = current.work_notes.getJournalEntry(1);

       notes=notes.replace(/["']/g, "");

       notes=notes.replace(/[\n*]/g, " ");

       notes =   String(notes);

       var id = String(current.u_eventid).replace(/["']/g, "");

       r.setStringParameter("id",id);

       r.setStringParameter("notes",notes);

       r.setRequestHeader("Accept","application/json");

       r.setRequestHeader('Content-Type','application/json');

       var response = r.execute();

       var responseBody = response.getBody();

       var httpStatus = response.getStatusCode();

       gs.addInfoMessage("Response Body:" + responseBody);

       gs.addInfoMessage("Response status:" + httpStatus);

}

catch(ex) {

       var message = ex.getMessage();

}

Thanks again for the help in getting this work!

Regards,

Karan

View solution in original post

Abhinay Erra · ‎11-30-2016

what are the conditions on the business rule?

karanpreet · ‎11-30-2016

Hi Abhinay,

The conditions on the business rules are as follows:

Regards,

Karan

Indrajeet · ‎11-30-2016

HI

Can you please correct the code.

Use r.setRequestHeader('Content-Type','application/json');

karanpreet · ‎11-30-2016

Hi Indrajeet,

I changed the code but still see the same result.

Regards,

Karan

karanpreet · ‎12-01-2016

Hi,

I changed the code after taking a look at the preview script usage in the REST message screen. The code now works and is as follows:

try {

var r = new sn_ws.RESTMessageV2('Incident Notes to event', 'put');


var id = String(current.u_eventid).replace(/["']/g, "");

//var notes = String(current.work_notes.getJournalEntry(1));


r.setStringParameter('id',id);

r.setStringParameter('notes', 'Business rule note!');

//r.setStringParameter('notes', notes);


var response = r.execute();

var responseBody = response.getBody();

var httpStatus = response.getStatusCode();

gs.addInfoMessage("Response Body:" + responseBody);


}

catch(ex) {

var message = ex.getMessage();

}

I can see the event being updated when a work note is added.

The only thing that's not working now is when I try to get the work note from the incident itself. The autocomplete doesn't show getJournalEntry as an option in the drop down and when I include it in the code, the request doesn't go through successfully as I see the response body as "Null" in the InfoMessage.

I also tried getDisplayValue but to no success.

Regards,

Karan