Hoping someone can help. My knowledge is very limited and I didn't write any of the code mentioned here.
We have a business rule (Task [task] that updates the body of a Zendesk ticket (third party ticketing system) via TASK. Everything works fine in regards to adding/posting updates to Zendesk, with the except of Quotes.
The only issue we have is; IF the Work notes contain Double Quotes (") the Zendesk ticket is not updated.
The error refers to this part of code I think... lines 111 - 121 - I think I need some extra code added to strip or replace the ", Not sure to be honest, but a string of some kind needs adding.
This is the full code:
(function executeRule(current, previous /*null when async*/) {
gs.addInfoMessage("Task Type : " + current.sys_class_name);
if(current.work_notes.changes()) {
gs.addInfoMessage("Worknotes changed ");
}
if(current.comments.changes()) {
gs.addInfoMessage("comments changed ");
}
if(current.state.changes()) {
gs.addInfoMessage("state changed ");
}
if (gs.getProperty('integrations.zendesk.enable') == 'true') {
var status = 'new';
var fileToken = '';
//State Mapping
if (current.sys_class_name == 'incident'){
if (current.state == '1' ) {
status = 'new';
} else if (current.state == '2') {
status = 'open';
} else if (current.state == '3') {
status = 'hold';
} else if (current.state == '6') {
status = 'solved';
} else if (current.state == '7') {
status = 'solved';
} else if (current.state == '8') {
status = 'solved';
}
} else if (current.sys_class_name == 'incident_task'){
if (current.state == '1' ) {
status = 'open';
} else if (current.state == '2') {
status = 'open';
} else if (current.state == '-5') {
status = 'open';
} else if (current.state == '3') {
status = 'solved';
} else if (current.state == '4') {
status = 'solved';
} else if (current.state == '7') {
status = 'solved';
}
}
if(current.hasAttachments()){
var max_size = 5000000; //5 MB
var count = 1;
var cgiAttch = new GlideRecord('sys_attachment');
cgiAttch.addQuery('table_sys_id',current.sys_id);
cgiAttch.addQuery("sys_created_on", '>=', 'javascript:gs.minutesAgo(30)'); //Created in last 30 mins
cgiAttch.query();
while(cgiAttch.next()){
var sa = new GlideSysAttachment();
var binData = sa.getBytes(cgiAttch);
var size = parseInt(cgiAttch.size_bytes);
if(size > max_size) {
//gs.addInfoMessage("Ignoring sending of attachment to remedy, size exceeds 2MB");
gs.log('Ignoring sending of attachment to remedy, size exceeds 2MB','Remedy Integration');
//current.setAbortAction(true);
} else {
if (count == '1' || gs.nil(fileToken)) {
fileToken = getAttachmentToken(cgiAttch.file_name,GlideStringUtil.base64Encode(binData),'');
count = count + 1;
gs.log("File Token: " + fileToken);
} else {
getAttachmentToken(cgiAttch.file_name,GlideStringUtil.base64Encode(binData),fileToken);
}
}
}
}
var r = new sn_ws.RESTMessageV2('Zendesk', 'Update');
r.setStringParameterNoEscape('zendesk_domain', gs.getProperty('integrations.zendesk.domain'));
r.setStringParameter('fileToken',fileToken);
r.setStringParameterNoEscape('ticketId', current.correlation_id);
if (status == 'solved'){
r.setStringParameterNoEscape('closed_code', 'closed_in_sn');
}
r.setStringParameterNoEscape('status', status);
if (current.sys_class_name == 'incident_task' && current.work_notes.changes()) {
r.setStringParameter('comments', new global.JSON().encode(current.work_notes.getJournalEntry(1)));
}
if ((current.sys_class_name == 'incident')&&(current.state == '6')) {
var notes = '';
notes = 'Restoration Item: ' + current.u_closure_item;
notes += '\n Restoration Code: ' + current.close_code;
notes += '\n Restoration Notes: ' + current.close_notes;
comm=current.work_notes.getJournalEntry(1).toString();
notes += '\n Work Notes: ' + comm;
r.setStringParameter('comments', new global.JSON().encode(notes));
comm=current.comments.getJournalEntry(1).toString();
notes += '\n Additional Comments: ' + comm;
r.setStringParameter('comments', new global.JSON().encode(notes));
}
var response = r.execute();
var responseBody = response.getBody();
var httpStatus = response.getStatusCode();
if (httpStatus == '200') {
var parser = new JSONParser();
var parsed = parser.parse(response.getBody());
var ticketId = parsed.ticket.id;
gs.addInfoMessage("Zendesk incident "+ ticketId.toString() + " updated successfully");
} else {
gs.addErrorMessage("Error while updating zendesk incident " + responseBody);
}
}
function getAttachmentToken(fileName, fileData, tokenData) {
var returnToken = '';
var attachmentRequest = new sn_ws.RESTMessageV2('Zendesk','CreateAttachment');
attachmentRequest.setStringParameter('zendesk_domain', gs.getProperty('integrations.zendesk.domain'));
attachmentRequest.setStringParameter('file_name', fileName);
attachmentRequest.setStringParameter('file_data', fileData);
if (!gs.nil(tokenData)){
attachmentRequest.setStringParameter('file_token', tokenData);
}
var responseResponse = attachmentRequest.execute();
var attachmentHttpStatus = responseResponse.getStatusCode();
if (attachmentHttpStatus == '201') {
var parsedAttachment = new global.JSON().decode(responseResponse.getBody());
returnToken = parsedAttachment.upload.token;
gs.log("Attachment Response fileToken: " + returnToken + 'Zendesk Integration');
return returnToken;
} else {
gs.addErrorMessage("Error while sending attachment to zendesk " + fileName);
}
return returnToken;
}
})(current, previous);Your help would be much appreciated,
Kind regards,
Pierre
This line of code worked.
r.setStringParameter('comments', new global.JSON().encode(worknotes));Here's the full block of code: example
if (current.sys_class_name == 'incident_task' && current.work_notes.changes()) {
var worknotes = current.work_notes.getJournalEntry(1).toString();
worknotes = worknotes.replace(/[^a-zA-Z0-9 ]/g, " "); // remove " from worknotes
r.setStringParameter('comments', new global.JSON().encode(worknotes));
}However, line breaks no longer work.
As you can see, there's one continuous line of text now. I just need the line breaks working and all will be fixed.
Result: Work notes (from TASK)
Private note (Zendesk)
