Unable to send State "resolved" along with close code and close note through "rest Message".

VIKAS MISHRA · ‎05-29-2024

We have bi directional ServiceNow incident integrating with 3rd party servicenow instance.

As per the requirement if I resolve the incident at my side then BR capture the state "6" means resolve along with "resolved notes" and "resolve code" and send this 3 values to 3rd party as a JASON payload.

When i am sending the state only with below mentioned code its working as i can see the payload is generating

else if (current.state.changesTo('6')) { // resolved

req.state = current.state.toString();

But when i am trying to send all 3 fields value then payload is not even generating. Please suggest what code i should use to send all 3 values when we resolve the incident

req += "Incident is Resolved at Costa End with Resolution Code - " + current.close_code + "and Resolution Note - " + current.close_notes + "state - " + current.state.toString() ;

Community Alums · ‎05-29-2024

Hi @VIKAS MISHRA ,

Can you try this

else if (current.state.changesTo('6')) { 
    var message = "Incident is Resolved at Costa End with Resolution Code - " + current.close_code + " and Resolution Note - " + current.close_notes + " state - " + current.state.toString();

    var payload = {
        message: message
    };
 var req = JSON.stringify(payload);

If my answer helped you in any way, please mark it as helpful or correct.

VIKAS MISHRA · ‎05-29-2024

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

if (current.u_external_ticket_no == '') {

try {

var rInsert = new sn_ws.RESTMessageV2('Ultima', 'Create Incident');

//override authentication profile

//authentication type ='basic'/ 'oauth2'

//r.setAuthenticationProfile(authentication type, profile name);

//set a MID server name if one wants to run the message on MID

//r.setMIDServer('MY_MID_SERVER');

//if the message is configured to communicate through ECC queue, either

//by setting a MID server or calling executeAsync, one needs to set skip_sensor

//to true. Otherwise, one may get an intermittent error that the response body is null

//r.setEccParameter('skip_sensor', true);

var descbody = new TranslateTexttoen().translate(current.description);//current.description; // added by Translation team to convert non english text to english

descbody = descbody.replace(/(\r\n|\n|\r|\\n)/gm, "");

descbody = JSON.stringify(descbody);

descbody = descbody.replace(/"/g, "'");

descbody = descbody.replace(/\\/g, "\\\\");

var shortDesc = new TranslateTexttoen().translate(current.short_description);//current.short_description; // added by Translation team to convert non english text to english

shortDesc = shortDesc.replace(/(\r\n|\n|\r|\\n)/gm, "");

shortDesc = JSON.stringify(shortDesc);

shortDesc = shortDesc.replace(/"/g, "'");

shortDesc = shortDesc.replace(/\\/g, "\\\\");

rInsert.setStringParameterNoEscape('short_description', shortDesc);

rInsert.setStringParameterNoEscape('description', descbody);

rInsert.setStringParameterNoEscape('caller_id', 'Costa_API_user');

rInsert.setStringParameterNoEscape('impact', current.impact);

rInsert.setStringParameterNoEscape('urgency', current.urgency);

rInsert.setStringParameterNoEscape('state', 1);

rInsert.setStringParameterNoEscape('contact_type', 'Integration');

rInsert.setStringParameterNoEscape('category', '910'); // cloud

rInsert.setStringParameterNoEscape('subcategory', '1015'); // virtual

rInsert.setStringParameterNoEscape('u_customer_reference', current.number);

var insertResponse = rInsert.execute();

var insertResponseBody = insertResponse.getBody();

var insertHttpStatus = insertResponse.getStatusCode();

var parsedData = JSON.parse(insertResponseBody);

gs.log(parsedData.result.number + " Ultima Incident creation response : " + insertResponseBody, 'UltimaINCInsert');

current.u_external_ticket_no = parsedData.result.number;

current.state =11;

current.update();

} catch (ex) {

var message = ex.message;

}

} else {

try {

var rUpdate = new sn_ws.RESTMessageV2('Ultima', 'Update Incident');

//override authentication profile

//authentication type ='basic'/ 'oauth2'

//r.setAuthenticationProfile(authentication type, profile name);

//set a MID server name if one wants to run the message on MID

//r.setMIDServer('MY_MID_SERVER');

//if the message is configured to communicate through ECC queue, either

//by setting a MID server or calling executeAsync, one needs to set skip_sensor

//to true. Otherwise, one may get an intermittent error that the response body is null

//r.setEccParameter('skip_sensor', true);

// var req = '{"u_customer_reference":"' + current.number + '"';

//var req = {"u_customer_reference": current.number.toString()};

var req = {};

req.u_customer_reference = current.number.toString();

if (current.impact.changes()){

//req = req + ',"impact":"' + current.impact + '"';

req.impact = current.impact.toString();

}

if (current.urgency.changes())

//req = req + ',"urgency":"' + current.urgency + '"';

req.urgency = current.urgency.toString();

if (current.work_notes.changes()) {

var worknotes1 = new TranslateTexttoen().translatewn('incident', current.sys_id,'work_notes'); // added by Translation team to convert non english text to english

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

workNotes = workNotes.replace(/(\r\n|\n|\r|\\n)/gm, "");

workNotes = JSON.stringify(workNotes);

workNotes = workNotes.replace(/"/g, "'");

workNotes = workNotes.replace(/\\/g, "\\\\");

//req = req + ',"work_notes":"' + workNotes + '"';

req.work_notes = worknotes1;

}

if (current.comments.changes()) {

var comment = current.comments.getJournalEntry(1);

var comment1 = new TranslateTexttoen().translatewn('incident', current.sys_id,'comments'); // added by Translation team to convert non english text to english

comment = comment.replace(/(\r\n|\n|\r|\\n)/gm, "");

comment = JSON.stringify(comment);

comment = comment.replace(/"/g, "");

comment = comment.replace(/\\/g, "\\\\");

//req = req + ',"comments":"' + comment + '"';

req.comments = comment1;

}

if (current.assignment_group.changes()) {

if (current.assignment_group == 'e8c3483c1b118510f48c65f7b04bcb0d') { // Ultima support group

//req = req + ',"assignment_group":"' + 'd934315d1b4a2300ab0887fe6e4bcbf5' + '"'; // ultima servicedesk 24*7 req.asign = sysid

req.assignment_group = 'd934315d1b4a2300ab0887fe6e4bcbf5';

}

// else {

// req = req + ',"state":"' + '8' + '","close_code":"' + 'Cancelled' + '","close_notes":"' + 'Cancelled as reassigned' + '"'; // resolved with cancel code in IBM

}

if (current.state.changes()) {

if (current.state.changesTo('2')) { // In Progress

//req = req + ',"state":"' + '2' + '"';

req.state = current.state.toString();

}

// else if (current.state.changesTo('10')) { //Awaiting User Information

// req = req + ',"state":"' + '3' + '","on_hold_reason":"' + '1' + '"';

// } else if (current.state.changesTo('11')) { //Awaiting Vendor Information

// req = req + ',"state":"' + '3' + '","on_hold_reason":"' + '4' + '"';

// } else if (current.state.changesTo('12')) { //Change implementation in-progress

// req = req + ',"state":"' + '3' + '","on_hold_reason":"' + '5' + '"';

// }

else if (current.state.changesTo('6')) { // resolved

// var closeNotes = current.close_notes;

// closeNotes = closeNotes.replace(/(\r\n|\n|\r|\\n)/gm, "");

// closeNotes = JSON.stringify(closeNotes);

// closeNotes = closeNotes.replace(/"/g, "'");

// closeNotes = closeNotes.replace(/\\/g, "\\\\");

// var close_code = current.close_code;

// if (close_code == 'Solved (Work Around)' || close_code == 'Solved (Permanently)' || close_code == 'Solved Remotely (Work Around)' || close_code == 'Solved Remotely (Permanently)') {

// close_code = 'Fix Implemented';

// } else if (close_code == 'Closed/Resolved by Caller') {

// close_code = 'Resolved by user';

// } else {

// close_code = 'Unable to Identify/Resolve';

// }

//req.state = current.state.toString();

req += "Incident is Resolved at Costa End with Resolution Code - " + current.close_code + "and Resolution Note - " + current.close_notes + "state - " + current.state.toString() ;

//req = "Incident is Resolved at Costa End with state - " + current.state;

//gs.log('Testing by vikas mishra' + req.state);

//req = req + ',"state":"' + '6' + '","close_code":"' + close_code + '","close_notes":"' + closeNotes + '"';

} else if (current.state.changesTo('7')) { // closed

//req = req + ',"state":"' + '7' + '"';

req.state = '7';

} else if (current.state.changesTo('8')) { // cancelled

//req = req + ',"state":"' + '8' + '"';

req.state = '8';

} else if (current.state.changesTo('13')) { //reopened

req = req + ',"state":"' + '2' + '","work_notes":"' + 'Reopened' + '"';

} else {

gs.log(current.state + " state update is not in scope", 'ultimaINCUpdate');

}

//req = req + '}';

gs.log("Update req body " + JSON.stringify(req), 'ultimaINCUpdate');

// rUpdate.setStringParameterNoEscape('request', JSON.stringify(req));

rUpdate.setRequestBody(JSON.stringify(req));

var updateResponse = rUpdate.execute();

var updateResponseBody = updateResponse.getBody();

var updateHttpStatus = updateResponse.getStatusCode();

gs.log('testing req ' + '' + req);

gs.log('testing updateResponseBody ' + '' + updateResponseBody);

gs.log('testing updateHttpStatus ' + '' + updateHttpStatus);

gs.log(" Ultima Incident update response : " + updateResponseBody, 'ultimaINCUpdate');

} catch (ex) {

message = ex.message;

}

})(current, previous);

thomaskennedy · ‎05-29-2024

This looks odd:

descbody = JSON.stringify(descbody);

The description doesn't contain JSON, does it?