Hi,
I am creating a serverless app that creates an incident in service now using ticketcreate event.
I receive a response which contains a crucial piece of info for when it comes time to update the correct service now incident.
I have parsed that info and gotten the value I require which identifies the incident i wish to “put” changes into.
Problem : i wish to make this into a global variable for use which i cannot seem to do so instead I was hoping to put it into a custom field in the freshdesk ticket as a way to store it and get it later for updates but i can’t seem to figure out how to do a put to the freshdesk ticket to update the custom field.
I am using node and javascript as the documentation indicates for serverless apps but the api samples in the docs are all in curl commands, im new to this so i just don’t understand how these samples help or how to implement them.
So from a serverless app using node.js and javascript, how do you do a ‘put’ to a freshdesk ticket in your domain?
below is the script. it includes mapping which can be ignored and is here to show the full code.
onTicketCreateCallback : function(args) {
// getting ticket id number
var freshDeskID = args[‘data’][‘ticket’][‘id’];
//Mapping Freshdesk JSON into ServiceNow
let resultmap = transform({
subject: args['data']['ticket']['subject'],
description_text: args['data']['ticket']['description_text'],
status: args['data']['ticket']['status'],
priority: args['data']['ticket']['priority'],
id : args['data']['ticket']['id'],
cf_assignment_group_1589796: args['data']['ticket']['custom_fields']['cf_assignment_group_1589796'],
cf_business_service_1589796: args['data']['ticket']['custom_fields']['cf_business_service_1589796'],
cf_category_1589796: args['data']['ticket']['cf_category_1589796'],
cf_subcategory_1589796: args['data']['ticket']['cf_subcategory_1561437'],
cf_urgency_1589796: args['data']['ticket']['custom_fields']['cf_urgency_1589796'],
cf_impact_1589796: args['data']['ticket']['custom_fields']['cf_impact_1589796'],
cf_location_1561437: args['data']['ticket']['custom_fields']['cf_location_1589796'],
}, {
item: {
incident_state: 'status',
priority: 'priority',
description: 'description_text',
short_description: 'subject',
u_freshdesk_id : 'id',
assignment_group: 'cf_assignment_group_1589796',
business_service: 'cf_business_service_1589796',
category: 'cf_category_1589796',
urgency: 'cf_urgency_1589796',
impact: 'cf_impact_1589796',
location: 'cf_location_1589796'
}
});
let headers = {'Authorization' : "Basic " + " username and password in base64"};
let reqBody = JSON.stringify(args);
let options = {headers: headers, body: reqBody};
//posting the data and creating the ticket in serviceNow
$request.post("https://domain.service-now.com/api/now/table/incident",options)
.then(function(data) {
console.log('Successfully created task in SNOW' + JSON.stringify(data));
//parsing the response and getting ticket id in service now (sys_id)
let parsed = JSON.parse(data.response);
var sys_id = parsed.result.sys_id;
console.log(" sys_id = " + sys_id);
// NOW I WISH TO PUT THIS "SYS_ID" INTO A CUSTOM STRING FIELD IN THE FRESHDESK TICKET. WHAT IS THE CORRECT WAY OF DOING THIS? IS THERE A BETTER WAY?
},
Thank you
