Wolken ITSM

Details

ID	`Wolken ITSM`
Provider	Serco
Category	Case Management
From Version	6.0.0
Docker Image	`demisto/python3:3.12.8.3296088`
Supported Modules	Agentix XSIAM

README

Use The Wolken IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.
This integration was integrated and tested with version 1.0.0 of Wolken ITSM

Configure Wolken ITSM in Cortex

Parameter	Required
Server URL (e.g. api-brdcmitsmbst.wolkenservicedesk.com)	True
API Key	True
Client Id	True
Service Account	True
Domain	True
Trust any certificate (not secure)	False
Use system proxy settings	False
Refresh Token	True

Commands

You can execute these commands from the CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

wolken-add-internal-notes

Used to add Internal Notes in the specified incident

Base Command

wolken-add-internal-notes

Input

Argument Name	Description	Required
incidentId	pass incidentId.	Required
Notes	Pass Internal Notes.	Required

Context Output

Path	Type	Description
Wolken.UpdateIncidents.status	String
Wolken.UpdateIncidents.message	String

Command Example


#### Human Readable Output

### wolken-create-incident-requestv1

***
Creates new Wolken ITSM incident

#### Base Command

`wolken-create-incident-requestv1`

#### Input

| **Argument Name** | **Description** | **Required** |
| --- | --- | --- |
| Subject | Pass Subject of the Incident. | Required |
| Description | Pass Description of the Incident. | Required |
| SubCategoryName | Pass Sub-Category of the Incident. | Required |
| ItemName | Pass Item Name of the Incident. | Optional |
| PriorityId | Pass Priority Id of the Incident. | Optional |
| RequestorEmail | Pass Requester Email Id of the Incident. | Required |
| PreferredContactModeNumber | Pass Contact Number of the Requester. | Optional |
| ContactTypeId | Pass Contact Type Id of the Incident. | Optional |
| Category | Pass Category of the incident. | Optional |
| Sub_Category | Pass Sub Category of the Incident. | Optional |
| TeamId | Pass required Team Id. | Optional |
| Reminder | Pass Reminder of the incident. | Optional |
| Reminder_Notes | Pass Remider Notes of the Incident. | Optional |
| ImpactId | Pass Impact Id of the Incident. | Optional |
| UrgencyId | Pass Urgency Id of the Incident. | Optional |
| Location | Pass Location. | Optional |
| Configuration_Item | Pass Configuration Item of the incident. | Optional |
| file_name | Pass file name required to add in the incident. | Optional |
| file_type | Pass file type required to add in the incident. | Optional |
| file_entryId | Pass file entry Id required to add in the incident. | Optional |
| SourceId | Pass SourceId required to add in the incident. | Optional |

#### Context Output

| **Path** | **Type** | **Description** |
| --- | --- | --- |
| Wolken.CreateIncidents.status | String |  |
| Wolken.CreateIncidents.message | String |  |
| Wolken.CreateIncidents.data.requestId | String |  |

#### Command Example

Human Readable Output

wolken-get-access-token

Use to get access token and save it in integration context . Refresh Token saved in integration context will be used to create new access token after expiration.

Base Command

wolken-get-access-token

Input

| Argument Name | Description | Required |
| — | — | — |

Context Output

Path	Type	Description
Wolken.Token.access_token	String
Wolken.Token.token_type	String
Wolken.Token.refresh_token	String
Wolken.Token.expires_in	Number
Wolken.Token.scope	String

Command Example


#### Human Readable Output

### wolken-get-incident-by-id

***
Find incident using the specified incident id

#### Base Command

`wolken-get-incident-by-id`

#### Input

| **Argument Name** | **Description** | **Required** |
| --- | --- | --- |
| incidentId | Pass Incident Id required for searching. | Required |

#### Context Output

| **Path** | **Type** | **Description** |
| --- | --- | --- |
| Wolken.GetIncidents.status | String |  |

#### Command Example

Human Readable Output

wolken-post-api-v1-incidents-add-attachments

Add Attachment to the specified Incident Id using entry Id

Base Command

wolken-post-api-v1-incidents-add-attachments

Input

Argument Name	Description	Required
incidentId	Pass Incident Id.	Required
file_name	Pass file name required to add in the incident.	Optional
file_type	Pass file type required to add in the incident.	Optional
file_entryId	Pass file entry Id required to add in the incident.	Optional

Context Output

Path	Type	Description
Wolken.UpdateIncidents.status	String
Wolken.UpdateIncidents.message	String

Command Example


#### Human Readable Output

### wolken-post-api-v1-incidents-add-outbound-notes

***
Add Outbound Notes to the specified Incident Id

#### Base Command

`wolken-post-api-v1-incidents-add-outbound-notes`

#### Input

| **Argument Name** | **Description** | **Required** |
| --- | --- | --- |
| incidentId | pass incidentId. | Required |
| Notes | Pass Outbound Notes object. | Required |

#### Context Output

| **Path** | **Type** | **Description** |
| --- | --- | --- |
| Wolken.UpdateIncidents.status | String |  |
| Wolken.UpdateIncidents.message | String |  |

#### Command Example

Human Readable Output

wolken-post-api-v1-incidents-by-incident-id

Update an existing incident

Base Command

wolken-post-api-v1-incidents-by-incident-id

Input

Argument Name	Description	Required
incidentId	Pass Incident Id.	Required
SourceId	Pass incident 2Update object.	Required
Subject	Pass the subject of the incident.	Required
Description	Pass the description of the incident.	Required

Context Output

Path	Type	Description
Wolken.UpdateIncidents.status	String
Wolken.UpdateIncidents.message	String

Command Example


#### Human Readable Output

### wolken-post-api-v1-incidents-close

***
Close an Incident

#### Base Command

`wolken-post-api-v1-incidents-close`

#### Input

| **Argument Name** | **Description** | **Required** |
| --- | --- | --- |
| incidentId | Pass Incident Id. | Required |
| Resolution_Code | Pass the required Resolution code. | Required |
| Resolution_Notes | Pass Resolution Notes . | Required |
| Closure_Description | Pass Closure description while closing the incident. | Required |
| StatusId | Pass Status Id of the incident . | Required |
| SubStatusId | Pass Sub Status Id of the incident. | Required |
| Owner | Pass Owner of the incident. | Required |

#### Context Output

| **Path** | **Type** | **Description** |
| --- | --- | --- |
| Wolken.UpdateIncidents.status | String |  |
| Wolken.UpdateIncidents.message | String |  |

#### Command Example

Human Readable Output

wolken-put-api-v1-incidents-cancel

Cancel an Incident

Base Command

wolken-put-api-v1-incidents-cancel

Input

Argument Name	Description	Required
incidentId	Pass Incident Id.	Required
Description	Pass description for incident Cancellation.	Required

Context Output

Path	Type	Description
Wolken.UpdateIncidents.status	String
Wolken.UpdateIncidents.message	String

Command Example


#### Human Readable Output

### wolken-search-incidents-by-params

***
Search in the list of incident using any parameters

#### Base Command

`wolken-search-incidents-by-params`

#### Input

| **Argument Name** | **Description** | **Required** |
| --- | --- | --- |
| limit | Pass limit. | Required |
| offset | Pass offset. | Required |
| userPsNo | Login User Id. | Optional |
| statusId | Status Id. | Optional |
| subStatusId | Sub Status Id. | Optional |
| teamId | Team Id. | Optional |
| unitId | Unit Id. | Optional |
| creatorId | Creator Id. | Optional |
| requesterId | Requester Id. | Optional |
| itemId | Item Id. | Optional |
| priorityId | Priority Id. | Optional |
| assignedUserId | Assigned User Id. | Optional |
| createdTimeGTE | Created Time Greater Than Equals. | Optional |
| createdTimeLT | Created Time Less then. | Optional |
| updatedTimeGTE | Updated Time Greater Then Equals. | Optional |
| updatedTimeLT | Updated Time Less Then. | Optional |
| updatedByUserId | Updated By User Id. | Optional |

#### Context Output

| **Path** | **Type** | **Description** |
| --- | --- | --- |
| Wolken.GetIncidents.status | String |  |

#### Command Example

Human Readable Output

Configuration parameters

url — Server URL (e.g. api-brdcmitsmbst.wolkenservicedesk.com) (required)
credentials — (required)
Client Id — Client Id (required)
Service Account — Service Account (required)
Domain — Domain (required)
insecure — Trust any certificate (not secure)
proxy — Use system proxy settings
Refresh Token — Refresh Token (required)

Commands (10)

wolken-add-internal-notes
Used to add Internal Notes in the specified incident.
wolken-create-incident-requestv1
Creates new Wolken ITSM incident.
wolken-get-access-token
Use to get access token and save it in integration context . Refresh Token saved in integration context will be used to create new access token after expiration.
wolken-get-incident-by-id
Find incident using the specified incident id.
wolken-post-api-v1-incidents-add-attachments
Add Attachment to the specified Incident Id using entry Id.
wolken-post-api-v1-incidents-add-outbound-notes
Add Outbound Notes to the specified Incident Id.
wolken-post-api-v1-incidents-by-incident-id
Update an existing incident.
wolken-post-api-v1-incidents-close
Close an Incident.
wolken-put-api-v1-incidents-cancel
Cancel an Incident.
wolken-search-incidents-by-params
Search in the list of incident using any parameters.

Source

WolkenITSM.py WolkenITSM.yml WolkenITSM_description.md

Download History Raw

#### Integration Author: shubgwal1029 (Shubham Agarwal)

***
## Instance Configuration

The integration supports Oauth2.0 authorization.
To use OAuth 2.0 authorization perform the following steps:
1. Input the required parameters - API Key -  Basic {}, Refresh Token, URL,Client ID, Service Account, Domain. 
2. Run the command !wolken-get-access-token from the XSOAR CLI. This step generates access token and saves in the integration context access token and other parameters to the Wolken instance and is required only the first time you configure a new instance in the XSOAR platform.

Notes:
1. When running the !wolken-get-access-token command, refresh token is saved in integration context which will be used to produce new access tokens after the current access token has expired.
2. Every time the refresh token expires you will have to run the !wolken-get-access-token command again. Therefore, we recommend to set the Refresh Token Lifespan field in the endpoint created in step 1 to a long period (can be set to several years).