playbook-ServiceNow_-_Ticket_Management.yml

id: ServiceNow - Ticket Management
version: -1
name: ServiceNow - Ticket Management
description: '`ServiceNow - Ticket Management` allows you to open a new ticket or comment on an existing ticket.'
starttaskid: "0"
tasks:
  "0":
    id: "0"
    taskid: adef5ad9-870c-46e5-8425-54b29e21cd17
    type: start
    task:
      id: adef5ad9-870c-46e5-8425-54b29e21cd17
      version: -1
      name: ""
      iscommand: false
      brand: ""
      description: ''
    nexttasks:
      '#none#':
      - "1"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -150,
          "y": 400
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "1":
    id: "1"
    taskid: 6891d374-18fa-4eb1-8dee-1bda2be25f6c
    type: condition
    task:
      id: 6891d374-18fa-4eb1-8dee-1bda2be25f6c
      version: -1
      name: Is ServiceNow v2 integration enabled?
      description: Checks if the ServiceNow v2 integration is enabled.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "7"
      "yes":
      - "3"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: modules
                filters:
                - - operator: isEqualString
                    left:
                      value:
                        simple: modules.state
                      iscontext: true
                    right:
                      value:
                        simple: active
                    ignorecase: true
                accessor: brand
            iscontext: true
          right:
            value:
              simple: ServiceNow v2
          ignorecase: true
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -150,
          "y": 540
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "2":
    id: "2"
    taskid: aa176873-8f95-45b9-857d-6db87bdcef37
    type: regular
    task:
      id: aa176873-8f95-45b9-857d-6db87bdcef37
      version: -1
      name: Create a ticket for the incident
      description: Creates new ServiceNow ticket.
      script: '|||servicenow-create-ticket'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "7"
    scriptarguments:
      assignment_group:
        complex:
          root: inputs.serviceNowAssignmentGroup
      category:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "1"
      comments:
        complex:
          root: inputs.CommentToAdd
      description:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "0"
      impact:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "2"
      severity:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "4"
      short_description:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "6"
      ticket_type:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "5"
      urgency:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "3"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 480,
          "y": 1315
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "3":
    id: "3"
    taskid: c45fcc66-2992-470f-8810-2ac6f6fa4640
    type: condition
    task:
      id: c45fcc66-2992-470f-8810-2ac6f6fa4640
      version: -1
      name: Whether to open a ticket for this incident?
      description: Checks whether to open a new ticket or add a comment to an existing ticket.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "11"
      "yes":
      - "16"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: inputs.Action
            iscontext: true
          right:
            value:
              simple: NewTicket
          ignorecase: true
      - - operator: isEmpty
          left:
            value:
              simple: inputs.serviceNowTicketID
            iscontext: true
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -150,
          "y": 760
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "4":
    id: "4"
    taskid: 80014140-96c0-4da1-82a1-2c874cebfe90
    type: regular
    task:
      id: 80014140-96c0-4da1-82a1-2c874cebfe90
      version: -1
      name: Update the ticket for the incident
      description: Updates the specified ticket.
      script: '|||servicenow-update-ticket'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "7"
    scriptarguments:
      comments:
        complex:
          root: what is the comment for the ticket?.Answers
          accessor: "0"
      id:
        complex:
          root: inputs.serviceNowTicketID
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -1080,
          "y": 1490
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "7":
    id: "7"
    taskid: 3e5b6314-b03b-4fb0-82da-4a5990ef9b1f
    type: title
    task:
      id: 3e5b6314-b03b-4fb0-82da-4a5990ef9b1f
      version: -1
      name: Done
      type: title
      iscommand: false
      brand: ""
      description: ''
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -150,
          "y": 1690
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "8":
    id: "8"
    taskid: de59d3d7-4a62-445e-8a1c-8a2bb052435b
    type: condition
    task:
      id: de59d3d7-4a62-445e-8a1c-8a2bb052435b
      version: -1
      name: Was a comment provided in the input
      description: Checks if the comment was provided in the input.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "9"
      "yes":
      - "19"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.CommentToAdd
            iscontext: true
          right:
            value: {}
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -860,
          "y": 1160
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "9":
    id: "9"
    taskid: 9f2c3b0e-0b6c-45ba-8b92-89c13644a4e4
    type: collection
    task:
      id: 9f2c3b0e-0b6c-45ba-8b92-89c13644a4e4
      version: -1
      name: Add a comment to the ticket
      description: Data collection task to add a comment to the ticket.
      type: collection
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "4"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -1080,
          "y": 1330
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    message:
      to:
      subject:
      body:
      methods: []
      format: ""
      bcc:
      cc:
      timings:
        retriescount: 2
        retriesinterval: 360
        completeafterreplies: 1
        completeafterv2: true
        completeaftersla: false
    form:
      questions:
      - id: "0"
        label: ""
        labelarg:
          simple: Add comment to the ticket
        required: true
        gridcolumns: []
        defaultrows: []
        type: longText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: ""
        readonly: false
      title: what is the comment for the ticket?
      description: ""
      sender: ""
      expired: false
      totalanswers: 0
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "11":
    id: "11"
    taskid: d3c1b2c3-5732-457b-8c1e-fe3c8d43c328
    type: condition
    task:
      id: d3c1b2c3-5732-457b-8c1e-fe3c8d43c328
      version: -1
      name: Whether to append a new comment to the ticket for each alert?
      description: Checks if a new comment should be appended to the ticket for each alert.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "7"
      "yes":
      - "8"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: inputs.addCommentPerEndpoint
            iscontext: true
          right:
            value:
              simple: "True"
          ignorecase: true
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -620,
          "y": 930
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "16":
    id: "16"
    taskid: 948539a3-e390-420e-8598-14318f04190a
    type: condition
    task:
      id: 948539a3-e390-420e-8598-14318f04190a
      version: -1
      name: Are the required details for opening a ticket been provided?
      description: Checks if the required details for opening a ticket were provided.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "17"
      "yes":
      - "18"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.description
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.serviceNowCategory
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.serviceNowImpact
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.serviceNowUrgency
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: 'inputs.serviceNowSeverity '
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.serviceNowTicketType
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.serviceNowShortDescription
            iscontext: true
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 270,
          "y": 940
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "17":
    id: "17"
    taskid: 552d1452-ce53-44af-81fd-20997fac7cde
    type: collection
    task:
      id: 552d1452-ce53-44af-81fd-20997fac7cde
      version: -1
      name: Provide details for opening a ticket.
      description: Data collection task to provide details for opening a ticket.
      type: collection
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "2"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 480,
          "y": 1120
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    message:
      to:
      subject:
      body:
      methods: []
      format: ""
      bcc:
      cc:
      timings:
        retriescount: 2
        retriesinterval: 360
        completeafterreplies: 1
        completeafterv2: true
        completeaftersla: false
    form:
      questions:
      - id: "0"
        label: ""
        labelarg:
          simple: Enter ticket description
        required: true
        gridcolumns: []
        defaultrows: []
        type: longText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: Description of the ticket.
        readonly: false
      - id: "1"
        label: ""
        labelarg:
          simple: Enter ticket Category
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The category of the ServiceNow Ticket.
        readonly: false
      - id: "2"
        label: ""
        labelarg:
          simple: Enter ticket Impact
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The impact for the new ticket. Leave empty for ServiceNow default impact.
        readonly: false
      - id: "3"
        label: ""
        labelarg:
          simple: Enter ticket Urgency
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The urgency of the new ticket. Leave empty for ServiceNow default urgency.
        readonly: false
      - id: "4"
        label: ""
        labelarg:
          simple: 'Enter ticket Severity '
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The severity of the new ticket. Leave empty for ServiceNow default severity.
        readonly: false
      - id: "5"
        label: ""
        labelarg:
          simple: Enter ticket Type
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".
        readonly: false
      - id: "6"
        label: ""
        labelarg:
          simple: Enter ticket Short Description
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: A short description of the ticket.
        readonly: false
      title: Please provide the following details to open a ticket.
      description: ""
      sender: ""
      expired: false
      totalanswers: 0
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "18":
    id: "18"
    taskid: c7f798b6-9753-49da-82c0-d87f18b7c6e1
    type: regular
    task:
      id: c7f798b6-9753-49da-82c0-d87f18b7c6e1
      version: -1
      name: Create a ticket for the incident
      description: Creates a new ServiceNow ticket.
      script: '|||servicenow-create-ticket'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "7"
    scriptarguments:
      assignment_group:
        complex:
          root: inputs.serviceNowAssignmentGroup
      category:
        complex:
          root: inputs.serviceNowCategory
      comments:
        complex:
          root: inputs.CommentToAdd
      description:
        complex:
          root: inputs.description
      impact:
        complex:
          root: inputs.serviceNowImpact
      severity:
        complex:
          root: 'inputs.serviceNowSeverity '
      short_description:
        complex:
          root: inputs.serviceNowShortDescription
      ticket_type:
        complex:
          root: inputs.serviceNowTicketType
      urgency:
        complex:
          root: inputs.serviceNowUrgency
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 60,
          "y": 1120
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "19":
    id: "19"
    taskid: ffc7b31c-5567-4eb8-81f5-ba3b7c2dcbe6
    type: regular
    task:
      id: ffc7b31c-5567-4eb8-81f5-ba3b7c2dcbe6
      version: -1
      name: Update the ticket for the incident
      description: Updates the specified ticket.
      script: '|||servicenow-update-ticket'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "7"
    scriptarguments:
      comments:
        complex:
          root: inputs.CommentToAdd
      id:
        complex:
          root: inputs.serviceNowTicketID
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -650,
          "y": 1330
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
view: |-
  {
    "linkLabelsPosition": {
      "11_7_#default#": 0.12,
      "1_7_#default#": 0.15
    },
    "paper": {
      "dimensions": {
        "height": 1355,
        "width": 1940,
        "x": -1080,
        "y": 400
      }
    }
  }
inputs:
- key: serviceNowTicketID
  value: {}
  required: false
  description: The ticket ID.
  playbookInputQuery:
- key: serviceNowCategory
  value: {}
  required: false
  description: The category of the ServiceNow ticket.
  playbookInputQuery:
- key: description
  value: {}
  required: false
  description: Description of the ticket.
  playbookInputQuery:
- key: serviceNowImpact
  value: {}
  required: false
  description: The impact for the new ticket. Leave empty for ServiceNow default impact.
  playbookInputQuery:
- key: serviceNowUrgency
  value: {}
  required: false
  description: The urgency of the new ticket. Leave empty for ServiceNow default urgency.
  playbookInputQuery:
- key: 'serviceNowSeverity '
  value: {}
  required: false
  description: The severity of the new ticket. Leave empty for ServiceNow default severity.
  playbookInputQuery:
- key: CommentToAdd
  value: {}
  required: false
  description: Comment for the ticket.
  playbookInputQuery:
- key: serviceNowTicketType
  value: {}
  required: false
  description: The ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".
  playbookInputQuery:
- key: addCommentPerEndpoint
  value:
    simple: "True"
  required: false
  description: 'Whether to add a new comment to the ticket for each endpoint in the incident. Possible values: True/False.'
  playbookInputQuery:
- key: serviceNowShortDescription
  value: {}
  required: false
  description: A short description of the ticket.
  playbookInputQuery:
- key: Action
  value: {}
  required: false
  description: 'Whether to open a new ticket or to add a new comment. Possible values: NewTicket/AddComment.'
  playbookInputQuery:
- key: serviceNowAssignmentGroup
  value: {}
  required: false
  description: The group to which to assign the new ticket.
  playbookInputQuery:
outputs:
- contextPath: ServiceNow.Ticket.ID
  description: ServiceNow Ticket ID.
tests:
- No tests (auto formatted)
marketplaces:
  - xsoar
  - marketplacev2
fromversion: 6.8.0