topic Service Now: creating ticket with a given ticket template in Cortex XSOAR Discussions

Service Now: creating ticket with a given ticket template

aborgoENGIE — Tue, 24 Nov 2020 13:53:58 GMT

Hello all,

Our goal is to create a Service Now ticket from a playbook, using the Service Now integration, with a given ticket template (ticket template = ticket with predefined field).

To do so with the API we send a request to the following URL: https://xxxxxxx.service-now.com/api/sn_sc/servicecatalog/items/b898666bdb86b3406712b34ffe961929/order_now

With all the mandatory fields and other informations as JSON in the content block.

We can't find the right configuration of the "servicenow-create-ticket (ServiceNow v2)" automation to make it works.

ticket_type: sec_req_item (we need it to be sec_req_item table and not incident).

additional_fields: the predefined fields of the template as field1=value1;field2=value2;...

There's a field called "Template" in the integration configuration. We believe it to be the name of the template we want to use but it always returns the error "name not found" and when we don't set the name there's an ACL error.

Has anyone ever managed to successfully create a ticket with a predefined template inside sec_req_item ?

Thanks for reading.

Best regards.

Re: Service Now: creating ticket with a given ticket template

bkatzir — Wed, 25 Nov 2020 06:56:07 GMT

Hey @aborgo,

Thanks for engaging with the SBOW integration with Cortex XSOAR.
it does seem that we have an issue with the template parameter(which we will fix).
Have you tried to fire the command with the `template` argument instead?
e.g -

!servicenow-create-ticket template=<my_template>

Re: Service Now: creating ticket with a given ticket template

aborgoENGIE — Thu, 03 Dec 2020 11:28:55 GMT

Hello @bkatzir, thanks for the reply.

When trying to create from the playground and using the following command: !servicenow-create-ticket ticket_type=sc_req_item template="Vulnerability management".

We always get the following error : Reason Unexpected error: Incorrect template name.

We're 100% sure that the name is correct and we tried other things like allias, id... same error.

Re: Service Now: creating ticket with a given ticket template

bkatzir — Mon, 07 Dec 2020 09:53:38 GMT

Does the template correlates with the ticket *type*?

Re: Service Now: creating ticket with a given ticket template

aborgoENGIE — Wed, 09 Dec 2020 15:25:29 GMT

Hello,

We found the solution to our problem. Actually, it wasn't a template but an item (linked to Request item) the right automation to create an item request was "servicenow-create-item-order" and not "servicenow-create-ticket".

The problem come from my poor knowledge of Service Now and XSOAR integration. It's working well now.

Thank you for your time @bkatzir.

Best regards,

Alexandre Borgo