Integrating ITOps_PWF_TicketUpdateScheduler with a new ITSM Tool

1. Workflow settings to be updated

   1. Settings for connecting to ITSM from this workflow

      • ITOps_servicenow_host: SNOW host

      • ITOps_servicenow_username: SNOW username

      • ITOps_servicenow_password: SNOW password

        The keys used here are the same keys in project configuration. If the project configuration is changed, these also need to be changed.

   2. Settings for reassigning tickets created via ITOps after threshold time

      • initialAssignmentUser

      • initialAssignmentGroup

        Tickets created via ITOps will be assigned to this user and group. So, these are the parameters of the query to fetch the tickets for reassignment.

      • reAssignmentEndThresholdValue: Default value - 5

      • eAssignmentStartThresholdValue: Default value - 20

        These are also parameters to the query to get the tickets for reassignment. ITOPs will only be getting the tickets created between (current time – reAssignmentStartThresholdValue) and (current time – reAssignmentEndThresholdValue)

      • reAssignmentGroup: The group to which the tickets would be reassigned to.

   3. General Settings

      • Fields_to_retrieve_incident : Incident fields to be retrieved. Please update with relevant value

      • Fields_to_retrieve_sla : Sla fields to be retrieved. Please update with relevant value

2. In the following microactions, update the fields listed based on workflow settings changes

   • RetriveInciidentDtl, RetriveSlaDtl, RetriveAutoAssignTicket: url, username, password

   • ITOpsGetTicketsForSetAssignmentGroup: servicenowUrl, servicenowUsername, servicenowPassword]

3. Replace below microactions with new microactions or wrapper API to transform the fields retrieved from ITSM to the format expected by the ITOPs API - /api/ticketStatusUpdate and make changes in BuildRetrievalJson microaction to set that as the slaList and incidentList. The format expected by the API is given at the end of the document.

   • GetSlaDetailsEach

   • ValidateSla

   • ConvertSlaTktDetails

   • GetincidenDetails

4. For Reassignment functionality, do the below changes:

   • Replace below microactions with new microactions to transform the fields retrieved from ITSM as needed by ITOps_get_tickets_for_set_assignment_group

     • GetTickets

     • ValidateTickets

   • Open the ITOps_get_tickets_for_set_assignment_group microction from itops-artifacts repo and update below inputs fields and values given in the get_ticket_each_for_setting_assignment_group method with relevant values
     

     - ticketNumber : ${doc["number"]} - sys_id : ${doc["sys_id"]} - servicenowUrl : ${servicenowUrl} - servicenowUsername : ${servicenowUsername} - servicenowPassword : ${servicenowPassword}

   • Open the TOps_set_assignment_group microction from itops-artifacts repo and update below fields
     

     - ticketNumber - sys_id: - servicenowUrl: - servicenowUsername: - servicenowPassword:

   • Update the create_snow_assignment_json method in the ITOps_set_assignment_group microaction available in itops-artifacts repo.

   • Update the url and credentials of update_assignment method in the ITOps_set_assignment_group microaction.
     Microaction is available at the itops-artifacts repo

Format for ITOps API

incidentList

slaList