ServiceNow

This document contains information on the methods available when working with a ServiceNow object. A list of the ServiceNow fields that have been tested when creating and editing tickets is included.

Note: Because each instance of ServiceNow can have custom fields and custom values, some of the tested fields may not be applicable to certain instances of ServiceNow. Additionally, your ServiceNow instance may contain ticket fields that we have not tested. Keep in mind different ServiceNow tables contain different fields with different properties. Mandatory fields in one table may be optional or non-existent in another table.

Custom field names and values can be passed in as keyword arguments when creating and editing tickets. These are processed by the ServiceNow REST API right afterwards. You can also use get_ticket_content to get ticket content including preset field names.

For more information about REST API and fields see ServiceNow’s Wiki:

Methods

set_ticket_id()

set_ticket_id(self, ticket_id)

Updates ticket content for the current ticket object. This ticket object is assigned using ticket_id which is a string.

# switch to ticket 'ID0123456'
t = ticket.set_ticket_id('ID0123456')

create()

create(self, short_description, description, category, item, **kwargs)

Creates a ticket. The required parameters for ticket creation are short description and description of the issue. Keyword arguments are used for other ticket fields.

t = ticket.create(short_description='Ticket summary',
                  description='Ticket description',
                  category='Category',
                  item='ServiceNow')

The following keyword arguments were tested and accepted by our particular ServiceNow instance during ticket creation:

category = 'Category'
item = 'ServiceNow'
contact_type = 'Email'
opened_for = 'dept'
assigned_to = 'username'
impact = '2'
urgency = '2'
priority = '2'
email_from = '[email protected]'
hostname_affected = '127.0.0.1'
state = 'Work in Progress'
watch_list = ['[email protected]', '[email protected]', '[email protected]']
comments = 'New comment to be added'

get_ticket_content()

get_ticket_content(self, ticket_id)

Retrieves ticket content as a dictionary. Optional parameter ticket_id specifies which ticket should be retrieved this way. If not used, method calls for ticket_id provided by ServiceNowTicket constructor (or create method).

# ticket content of the object t
t = ticket.get_ticket_content()
# ticket content of the ticket <ticket_id>
t = ticket.get_ticket_content(ticket_id=<ticket_id>)

edit()

edit(self, **kwargs)

Edits fields in a ServiceNow ticket. Keyword arguments are used to specify ticket fields. Most of the fields overwrite existing fields. One known exception to that rule is ‘comments’ which adds new comment when specified.

t = ticket.edit(short_description='Ticket summary')

The following keyword arguments were tested and accepted by our particular ServiceNow instance during ticket editing:

category = 'Category'
item = 'ServiceNow'
contact_type = 'Email'
opened_for = 'dept'
assigned_to = 'username'
impact = '2'
urgency = '2'
priority = '2'
email_from = '[email protected]'
hostname_affected = '127.0.0.1'
state = 'Work in Progress'
watch_list = ['[email protected]', '[email protected]', '[email protected]']
comments = 'New comment to be added'

add_comment()

add_comment(self, comment)

Adds a comment to a ServiceNow ticket. Note that comments cannot be modified or deleted in the current implementation.

t = ticket.add_comment('Test comment')

change_status(self, status)

Changes status of a ServiceNow ticket.

t = ticket.change_status('Work in Progress')

add_cc()

add_cc(self, user)

Adds watcher(s) to a ServiceNow ticket. Accepts email addresses in the form of list of strings or one string representing one email address.

t = ticket.add_cc('[email protected]')

rewrite_cc()

rewrite_cc(self, user)

Rewrites current watcher list in the ServiceNow ticket. Accepts email addresses in the form of list of strings or one string representing one email address.

t = ticket.rewrite_cc(['[email protected]', '[email protected]', '[email protected]'])

remove_cc()

remove_cc(self, user)

Removes users from the current watcher list in the ServiceNow ticket. Accepts email addresses in the form of list of strings or one string representing one email address.

t = ticket.remove_cc(['[email protected]', '[email protected]'])

add_attachment()

add_attachment(self, file_name, name=None)

Attaches the file to existing ServiceNow ticket. Required parameter is file_name. If name is specified, it is used to rename the saved file.

t = ticket.add_attachment('scan01234.jpg', 'scan.jpg')

Examples

Create ServiceNowTicket object

Currently, ticketutil supports HTTP Basic Authentication for ServiceNow. When creating a ServiceNowTicket object, pass in your username and password as a tuple into the auth argument. The code then retrieves a token that will be used as authentication for subsequent API calls. For more details see documentation.

>>> from ticketutil.servicenow import ServiceNowTicket
>>> ticket = ServiceNowTicket(<servicenow_url>,
                              <table_name>,
                              auth=(<username>, <password>))

You should see the following response:

INFO:requests.packages.urllib3.connectionpool:Starting new HTTPS connection (1): <servicenow_url>
INFO:root:Successfully authenticated to ServiceNow

You now have a ServiceNowTicket object that is associated with the <table_name> table.

Some example workflows are found below. Notice that the first step is to create a ServiceNowTicket object with an url table name (and with a ticket id when working with existing tickets), and the last step is closing the Requests session with t.close_requests_session().

When creating a ServiceNow ticket, short_description, description, category and item are required parameters. Also, the Reporter is automatically filled in as the current kerberos principal or username supplied during authentication.

Create new ServiceNow ticket

from ticketutil.servicenow import ServiceNowTicket

# Create a ticket object and pass the url and table name in as strings
ticket = ServiceNowTicket(<servicenow_url>,
                          <table_name>,
                          auth=(<username>, <password>))

# Create a ticket and perform some common ticketing operations
t = ticket.create(short_description='TEST adding SNow API into ticketutil',
                  description='Ticket description',
                  category='Communication',
                  item='ServiceNow')
t = ticket.edit(assigned_to='pzubaty',
                priority='3')
t = ticket.add_cc(['[email protected]', '[email protected]'])
t = ticket.remove_cc('[email protected]')
t = ticket.change_status('Work in Progress')
t = ticket.add_attachment('scan01234.jpg', 'scan.jpg')

# Retrieve ticket content
t = ticket.get_ticket_content()

# Close Requests session
ticket.close_requests_session()

Update existing ServiceNow tickets

from ticketutil.servicenow import ServiceNowTicket

ticket = ServiceNowTicket(<servicenow_url>,
                          <table_name>,
                          auth=(<username>, <password>),
                          ticket_id=<ticket_id>)
t = ticket.add_comment('Test Comment')
t = ticket.edit(priority='4',
                impact='4')

# Work with a different ticket
t = ticket.set_ticket_id(<new_ticket_id>)
t = ticket.change_status('Pending')

# Close Requests session
ticket.close_requests_session()