topic Re: ServiceNow pulling rasterized images in Cortex XSOAR Discussions

ServiceNow pulling rasterized images

Jersey_Mankowski — Mon, 25 Apr 2022 19:43:41 GMT

Hey all,

I am having trouble getting the SN integration to pull the rasterized images into a SN ticket with the 'servicenow-upload-file' automation. I've tried to just upload all .png which seems to skip the rasterized images. Also trying to pull files based on tags given through rasterization doesn't seem to work earlier.

Has anyone had success with this sort of operation?

Re: ServiceNow pulling rasterized images

RahulVijaydev — Mon, 25 Apr 2022 19:50:36 GMT

Hello,

Rasterized images are saved under the InfoFile context path. Did you try referencing the entryIDs under that path?

Re: ServiceNow pulling rasterized images

Jersey_Mankowski — Mon, 25 Apr 2022 20:44:04 GMT

That's good info Rahul.

But when I try to pull from InfoFile I still am not seeing something. Do I need a separate query before or can I just 'get' from 'infofile' in the existing servicenow-upload-file step?

Re: ServiceNow pulling rasterized images

RahulVijaydev — Mon, 25 Apr 2022 21:20:31 GMT

Can you show me how you're attempting to execute the command?

InfoFile consists of all the rasterized entries. So you would run the command as follows:

!servicenow-upload-file file_id=${InfoFile.EntryID}

Re: ServiceNow pulling rasterized images

Jersey_Mankowski — Tue, 26 Apr 2022 13:46:15 GMT

Here is what I just recently tried but still not pulling anything. I am only trying the filter this attempt because it was still pulling nothing without one.

Re: ServiceNow pulling rasterized images

cstone — Tue, 26 Apr 2022 13:52:06 GMT

My suspicion is that this is a race condition. the data isn't available from the previous task to pass to the servicenow upload task. just put a sleep task between them for a few seconds and see if this resolves the issue.

Re: ServiceNow pulling rasterized images

Jersey_Mankowski — Tue, 26 Apr 2022 14:33:48 GMT

Thanks Cstone,

But the rasterize step is way earlier in the playbook. I even am uploading other items to the ticket before this step and they always get in fine.

But you were right, the sleep timer got the imaged in fine, thanks a lot!