public async Task <TicketsResult> CreateTicket(string title, string description, UrgencyLevel urgency)
{
try
{
var request = ServiceNowRestClientHelper.CreateRequest(TicketResource, token);
var body = new CreateTicketRequest()
{
caller_id = userId,
short_description = title,
description = description,
urgency = ServiceNowRestClientHelper.UrgencyToString[urgency]
};
request.AddJsonBody(body);
var response = await client.ExecuteTaskAsync(request, CancellationToken.None, Method.POST);
// Return Response
return(response.ProcessCreateUpdateCloseTicketIRestResponse());
}
catch (Exception ex)
{
return(new TicketsResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <KnowledgesResult> CountKnowledge(string query)
{
try
{
var request = ServiceNowRestClientHelper.CreateRequest(KnowledgeCount, token);
var sysparmQuery = await CreateKnowledgeSearchQuery(query : query);
request.AddParameter("sysparm_query", string.Join('^', sysparmQuery));
request.AddParameter("sysparm_count", true);
var result = await client.GetAsync <SingleAggregateResponse>(request);
return(new KnowledgesResult()
{
Success = true,
Knowledges = new Knowledge[result.result.stats.count]
});
}
catch (Exception ex)
{
return(new KnowledgesResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <TicketsResult> CloseTicket(string id, string reason)
{
try
{
// minimum field required: https://community.servicenow.com/community?id=community_question&sys_id=84ceb6a5db58dbc01dcaf3231f9619e9
var request = ServiceNowRestClientHelper.CreateRequest($"{TicketResource}/{id}?sysparm_exclude_ref_link=true", token);
var body = new
{
close_code = "Closed/Resolved by Caller",
state = "7",
caller_id = userId,
close_notes = reason
};
request.JsonSerializer = new JsonNoNull();
request.AddJsonBody(body);
var response = await client.ExecuteTaskAsync(request, CancellationToken.None, Method.PATCH);
// Process and Return Correct Response
return(response.ProcessCreateUpdateCloseTicketIRestResponse());
}
catch (Exception ex)
{
return(new TicketsResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <KnowledgesResult> SearchKnowledge(string query, int pageIndex)
{
try
{
var request = ServiceNowRestClientHelper.CreateRequest(KnowledgeResource, token);
var sysparmQuery = await CreateKnowledgeSearchQuery(query : query);
request.AddParameter("sysparm_query", string.Join('^', sysparmQuery));
request.AddParameter("sysparm_limit", limitSize);
request.AddParameter("sysparm_offset", limitSize * pageIndex);
var result = await client.GetAsync <MultiKnowledgesResponse>(request);
return(new KnowledgesResult()
{
Success = true,
Knowledges = result.result?.Select(r => ConvertKnowledge(r)).ToArray()
});
}
catch (Exception ex)
{
return(new KnowledgesResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <TicketsResult> UpdateTicket(string id, string title = null, string description = null, UrgencyLevel urgency = UrgencyLevel.None)
{
var request = ServiceNowRestClientHelper.CreateRequest($"{TicketResource}/{id}?sysparm_exclude_ref_link=true", token);
var body = new CreateTicketRequest()
{
short_description = title,
description = description,
urgency = urgency == UrgencyLevel.None ? null : ServiceNowRestClientHelper.UrgencyToString[urgency]
};
request.JsonSerializer = new JsonNoNull();
request.AddJsonBody(body);
try
{
var response = await client.ExecuteTaskAsync(request, CancellationToken.None, Method.PATCH);
// Process and Return Correct Response
return(response.ProcessCreateUpdateCloseTicketIRestResponse());
}
catch (Exception ex)
{
return(new TicketsResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <TicketsResult> CountTicket(string query = null, List <UrgencyLevel> urgencies = null, string id = null, List <TicketState> states = null, string number = null)
{
try
{
var request = ServiceNowRestClientHelper.CreateRequest(TicketCount, token);
var sysparmQuery = await CreateTicketSearchQuery(query : query, urgencies : urgencies, id : id, states : states, number : number);
request.AddParameter("sysparm_query", string.Join('^', sysparmQuery));
request.AddParameter("sysparm_count", true);
var response = await client.ExecuteTaskAsync(request, CancellationToken.None, Method.GET);
// Process and Return Correct Response
return(response.ProcessCountTicketIRestResponse());
}
catch (Exception ex)
{
return(new TicketsResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
public async Task <TicketsResult> SearchTicket(int pageIndex, string query = null, List <UrgencyLevel> urgencies = null, string id = null, List <TicketState> states = null, string number = null)
{
try
{
var request = ServiceNowRestClientHelper.CreateRequest(TicketResource, token);
var sysparmQuery = await CreateTicketSearchQuery(query : query, urgencies : urgencies, id : id, states : states, number : number);
request.AddParameter("sysparm_query", string.Join('^', sysparmQuery));
request.AddParameter("sysparm_limit", limitSize);
request.AddParameter("sysparm_offset", limitSize * pageIndex);
var result = await client.GetAsync <MultiTicketsResponse>(request);
return(new TicketsResult()
{
Success = true,
Tickets = result.result?.Select(r => ConvertTicket(r)).ToArray()
});
}
catch (Exception ex)
{
return(new TicketsResult()
{
Success = false,
ErrorMessage = ex.Message
});
}
}
// Calls ServiceNow Scripted REST API to programmatically create new rest messages
public async Task <HttpStatusCode> CreateSubscriptionBusinessRule(string filterCondition, string filterName, string notificationNameSpace = null, string postNotificationAPIName = null)
{
try
{
// TODO: build filterCondition from userinput instead of hardcoding
var url = this.baseUrl + $"/createnewbusinessrule?name={filterName}&whenToRun=after&tableName=incident&action=action_insert&filterCondition=urgencyVALCHANGES^ORdescriptionVALCHANGES^ORpriorityVALCHANGES^ORdescriptionVALCHANGES^ORassigned_toVALCHANGES^EQ&advance=true";
var request = ServiceNowRestClientHelper.CreateRequest(url, "Bearer " + token);
notificationNameSpace = "'" + notificationNameSpace + "'";
postNotificationAPIName = "'" + postNotificationAPIName + "'";
// Create BusinessRule to execute when
var postBusinessRule = new Dictionary <string, string>();
postBusinessRule["script"] = "(function executeRule(current, previous /*null when async*/) {var strBody = \"{\"; strBody += \"'BusinessRuleName': '" + filterName + "', \"; strBody += \"'Id': '\" + current.number.toString() + \"', \"; strBody += \"'Title': '\" + current.short_description.toString() + \"', \"; strBody += \"'Description': '\" + current.description.toString() + \"', \"; strBody += \"'Category': '\" + current.category.toString() + \"', \"; strBody += \"'Impact': '\" + current.impact.toString() + \"',\"; strBody += \"'Urgency': '\" + current.urgency.toString() + \"'\"; strBody += \"}\"; var request = new sn_ws.RESTMessageV2(" + notificationNameSpace + ", " + postNotificationAPIName + "); request.setRequestBody(JSON.stringify(strBody)); var response = request.execute(); var responseBody = response.getBody(); var httpStatus = response.getStatusCode();})(current, previous);";
// Send Request to ServiceNow
request.AddJsonBody(postBusinessRule);
// Post BusinessRule
var response = await client.PostAsync <Dictionary <string, string> >(request);
var val = response["result"];
return(val.ToLower().Contains("successfully") ? HttpStatusCode.OK : HttpStatusCode.BadRequest);
}
catch (Exception ex)
{
throw new Exception(ex.Message);
}
}
private async Task <string> GetUserId()
{
var request = ServiceNowRestClientHelper.CreateRequest(getUserIdResource, token);
var userId = await client.GetAsync <GetUserIdResponse>(request);
if (userId == null || string.IsNullOrEmpty(userId.result))
{
throw new Exception(SharedStrings.InvalidGetUserId);
}
return(userId.result);
}
// Calls ServiceNow Scripted REST API to programmatically create business rules
public async Task <HttpStatusCode> CreateNewRestMessage(string callBackName, string postName)
{
try
{
var url = this.baseUrl + $"/createnewrestmessage?name={callBackName}&postFunctionName={postName}";
var request = ServiceNowRestClientHelper.CreateRequest(url, "Bearer " + token);
// Post RestMessage
var postBusinessRule = new Dictionary <string, string>();
postBusinessRule["endPtName"] = this.callBackUrl + "/api/servicenow/incidents";
request.AddJsonBody(postBusinessRule);
var response = await client.PostAsync <Dictionary <string, string> >(request);
var val = response["result"];
return(val.ToLower().Contains("successfully") ? HttpStatusCode.OK : HttpStatusCode.BadRequest);
}
catch (Exception ex)
{
throw new Exception(ex.Message);
}
}
