Fixed auto closing tickets in service now

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2.py

@@ -2592,17 +2592,21 @@ def update_remote_system_command(client: Client, args: dict[str, Any], params: d
     ticket_type = client.ticket_type
     ticket_id = parsed_args.remote_incident_id
     closure_case = get_closure_case(params)
+    demisto.debug(f"closure case= {closure_case}")
     is_custom_close = False
     close_custom_state = params.get('close_custom_state', None)
-
+    demisto.debug(f"state will change to= {parsed_args.data.get('state')}")
     if parsed_args.incident_changed:
         demisto.debug(f'Incident changed: {parsed_args.incident_changed}')
         if parsed_args.inc_status == IncidentStatus.DONE:
+            demisto.debug('Closing incident by closure case')
             if closure_case and ticket_type in {'sc_task', 'sc_req_item', SIR_INCIDENT}:
                 parsed_args.data['state'] = '3'
             # These ticket types are closed by changing their state.
             if closure_case == 'closed' and ticket_type == INCIDENT:
                 parsed_args.data['state'] = '7'  # Closing incident ticket.
+                parsed_args.data['close_code'] = "Closed/Resolved by Caller"
+                parsed_args.data['close_notes'] = parsed_args.delta.get("closeNotes", "Closed by XSOAR")
             elif closure_case == 'resolved' and ticket_type == INCIDENT:
                 parsed_args.data['state'] = '6'  # resolving incident ticket.
             if close_custom_state:  # Closing by custom state
@@ -2611,11 +2615,17 @@ def update_remote_system_command(client: Client, args: dict[str, Any], params: d
                 parsed_args.data['state'] = close_custom_state
 
         fields = get_ticket_fields(parsed_args.data, ticket_type=ticket_type)
+        demisto.debug(f"all fields= {fields}")
         if closure_case:
             # Convert the closing state to the right one if the ticket type is not incident in order to close the
             # ticket/incident via XSOAR
-            if ticket_type in {'sc_task', 'sc_req_item', SIR_INCIDENT} and not is_custom_close:
+            if parsed_args.data.get('state') == '7 - Closed' and not is_custom_close:
+                demisto.debug(f"fields = {fields}")
                 fields['state'] = TICKET_TYPE_TO_CLOSED_STATE[ticket_type]
+                if ticket_type == INCIDENT:
+                    fields['close_code'] = "Closed/Resolved by Caller"
+                    fields['close_notes'] = "Closed by XSOAR"
+                demisto.debug(f"after fields state = {fields['state']}")
             fields = {key: val for key, val in fields.items() if key != 'closed_at' and key != 'resolved_at'}
 
         demisto.debug(f'Sending update request to server {ticket_type}, {ticket_id}, {fields}')

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2.yml

@@ -1606,7 +1606,7 @@ script:
     - contextPath: ServiceNow.Generic.Response
       description: Generic response to servicenow api.
       type: string
-  dockerimage: demisto/python3:3.10.13.80014
+  dockerimage: demisto/python3:3.10.13.83255
   isfetch: true
   ismappable: true
   isremotesyncin: true

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2_test.py

@@ -1480,28 +1480,37 @@
     update_remote_system_command(client, args, params)
 
 
-TICKET_FIELDS = {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
+TICKET_FIELDS = {'close_notes': 'Closed by XSOAR', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
                  'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
                  'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': '1',
                  'work_start': '0001-01-01T00:00:00Z'}
 
 
 def ticket_fields(*args, **kwargs):
-    state = '7' if kwargs.get('ticket_type') == 'incident' else '3'
-    assert {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
-            'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
-            'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': state,
-            'work_start': '0001-01-01T00:00:00Z'} == args[0]
+    fields = {'close_notes': 'Closed by XSOAR', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
+              'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00',
+              'severity': '1 - Low',
+              'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3',
+              'work_start': '0001-01-01T00:00:00Z'}
+    if kwargs.get('ticket_type') == 'incident':
+        fields['state'] = '7'
+        fields['close_code'] = 'Closed/Resolved by Caller'
+        assert fields == args[0]
+
+    else:
+        fields['state'] = '3'
+        assert fields == args[0]
 
-    return {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
+    return {'close_notes': 'Closed by XSOAR', 'close_code': 'Closed/Resolved by Caller',
+            'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
             'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
             'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': '1',
             'work_start': '0001-01-01T00:00:00Z'}
 
 
 def update_ticket(*args):
     state = '7' if 'incident' in args else '3'
-    return {'short_description': 'Post parcel', 'close_notes': 'This is closed',
+    return {'short_description': 'Post parcel', 'close_notes': 'Closed by XSOAR',
             'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3', 'priority': '4',
             'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - High - Low',
             'sla_due': '0001-01-01T00:00:00Z', 'state': state, 'urgency': '3', 'work_start': '0001-01-01T00:00:00Z'}
@@ -1916,11 +1925,19 @@
 
 
 def ticket_fields_mocker(*args, **kwargs):
-    state = '88' if kwargs.get('ticket_type') == 'incident' else '90'
-    fields = {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
-              'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
-              'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': state,
-              'work_start': '0001-01-01T00:00:00Z'}
+    if kwargs.get('ticket_type') == 'incident':
+        state = '88'
+        fields = {'close_notes': 'Closed by XSOAR', 'close_code': 'Closed/Resolved by Caller',
+                  'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
+                  'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
+                  'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': state,
+                  'work_start': '0001-01-01T00:00:00Z'}
+    else:
+        state = '90'
+        fields = {'close_notes': 'Closed by XSOAR', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
+                  'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
+                  'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': state,
+                  'work_start': '0001-01-01T00:00:00Z'}
     assert fields == args[0]
     return fields
 
@@ -1939,7 +1956,7 @@
                     get_attachments=False, incident_name='description', ticket_type='incident')
     assert client.get_content_type(file_name) == expected
 
 
 @pytest.mark.parametrize('ticket_type, ticket_state, close_custom_state, result_close_state, update_call_count',
                          [
                              # case 1 - SIR ticket closed by custom state
@@ -1973,14 +1990,15 @@
               'close_custom_state': close_custom_state}
 
     TICKET_FIELDS['state'] = ticket_state
+    TICKET_FIELDS['close_notes'] = 'Closed by XSOAR'
     args = {'remoteId': '1234', 'data': TICKET_FIELDS, 'entries': [], 'incidentChanged': True, 'delta': {},
             'status': 2}
 
     def update_ticket_mocker(*args):
         # Represents only the response of the last call to client.update
         # In case the custom state doesn't exist -
         # in the first call will return the ticket's state as before (in case2 - '16', case4 - '1')
-        return {'result': {'short_description': 'Post parcel', 'close_notes': 'This is closed',
+        return {'result': {'short_description': 'Post parcel', 'close_notes': 'Closed by XSOAR',
                            'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3', 'priority': '4',
                            'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - High - Low',
                            'sla_due': '0001-01-01T00:00:00Z', 'state': result_close_state, 'urgency': '3',

Packs/ServiceNow/ReleaseNotes/2_5_47.md

@@ -0,0 +1,7 @@
+
+#### Integrations
+
+##### ServiceNow v2
+- Updated the Docker image to: *demisto/python3:3.10.13.83255*.
+
+- Fixed an issue with mirror-out functionality where tickets were not being closed properly.

Packs/ServiceNow/pack_metadata.json

@@ -2,7 +2,7 @@
     "name": "ServiceNow",
     "description": "Use The ServiceNow IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.",
     "support": "xsoar",
-    "currentVersion": "2.5.46",
+    "currentVersion": "2.5.47",
     "author": "Cortex XSOAR",
     "url": "https://www.paloaltonetworks.com/cortex",
     "email": "",
@@ -18,4 +18,4 @@
         "marketplacev2",
         "xpanse"
     ]
-}
+}