remedy_sr_beta

The BMC Service Request Management application enables an IT department and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services for the user community, enabling users to help themselves. This integration uses SOAP API and supports SRM 9.0 version.

Case Management · Remedy SR (Beta)

Details

ID	`remedy_sr_beta`
Provider	BMC Software
Category	Case Management
From Version	5.0.0
Docker Image	`demisto/python3:3.12.13.10116658`
Supported Modules	Agentix XSIAM

README

remedy-get-ticket

Get ticket details.

Base Command

remedy-get-ticket

Input

Argument Name	Description	Required
service_request_id	Service request ID.	Required

Context Output

Path	Type	Description
Remedy.Ticket.RequesterEmail	string	Email of requester.
Remedy.Ticket.RequesterName	string	Name of requester.
Remedy.Ticket.RequesterPhone	string	Phone of requester.
Remedy.Ticket.RequesterNTID	string	NTID of requester.
Remedy.Ticket.RequesterWorkLocation	string	Work location of requester.
Remedy.Ticket.RequesterWorkCity	string	Work city of requester.
Remedy.Ticket.RequesterWorkStreet	string	Work street of requester.
Remedy.Ticket.Details	string	Ticket details.
Remedy.Ticket.Priority	string	Ticket priority.
Remedy.Ticket.ServiceRequestId	string	Ticket Service request ID.
Remedy.Ticket.Details	string	Ticket Details.
Remedy.Ticket.SourceReference	string	Source reference of the ticket.
Remedy.Ticket.Date	string	Date the ticket was created.
Remedy.Ticket.Time	string	Time the ticket was created.
Remedy.Ticket.ContactEmail	string	Contact Email.
Remedy.Ticket.ContactName	string	Contact Name.
Remedy.Ticket.ContactPhone	string	Contact Phone.
Remedy.Ticket.RequesterPERNR	string	Requester PERNR.

remedy-create-ticket

Create a ticket.

Base Command

remedy-create-ticket

Input

Argument Name	Description	Required
details	Ticket details.	Required
requester_ntid	Requester NTID.	Required
requester_pernr	Requester PERNR.	Optional
contact_email	Contact Email.	Optional
contact_name	Contact Name.	Optional
contact_phone	Contact Phone.	Optional
requester_email	Email of User.	Required
requester_name	Requester First/Last Name.	Required
requester_phone	User Phone.	Required
requester_work_city	Requester City.	Required
requester_work_location	Requester Office.	Required
requester_work_street	Requester Street.	Required

Context Output

Path	Type	Description
Remedy.Ticket.RequesterEmail	string	Email of requester.
Remedy.Ticket.RequesterName	string	Name of requester.
Remedy.Ticket.RequesterPhone	string	Phone of requester.
Remedy.Ticket.RequesterNTID	string	NTID of requester.
Remedy.Ticket.RequesterWorkLocation	string	Work location of requester.
Remedy.Ticket.RequesterWorkCity	string	Work city of requester.
Remedy.Ticket.RequesterWorkStreet	string	Work street of requester.
Remedy.Ticket.Details	string	Ticket details.
Remedy.Ticket.Priority	string	Ticket priority.
Remedy.Ticket.ServiceRequestId	string	Ticket Service request ID.
Remedy.Ticket.RequesterPERNR	string	Requester PERNR.
Remedy.Ticket.ContactEmail	string	Contact Email.
Remedy.Ticket.ContactName	string	Contact Name.
Remedy.Ticket.ContactPhone	string	Contact Phone.

Configuration parameters

server — Server (e.g http://192.168.0.1) (required)
xml_ns — xml_ns (e.g http://<name>.com/tts/servicerequest/v1_6) (required)
username — Username (required)
password — Password (required)
proxy — Use system proxy settings
insecure — Trust any certificate (not secure)

Commands (3)

remedy-create-ticket
Create a ticket.
remedy-get-ticket
Get ticket details.
remedy-update-ticket Deprecated
Update a ticket.

Source

remedy_SR.py remedy_SR_test.py remedy_SR.yml remedy_SR_description.md

Download History Raw

import demistomock as demisto  # noqa: F401
from CommonServerPython import *  # noqa: F401
import base64
import hashlib
import json
import os
import requests
from CommonServerUserPython import *


handle_proxy()
VERIFY_CERTIFICATE = not demisto.params().get("insecure", False)
URL = demisto.params()["server"]
XML_NS = demisto.params()["xml_ns"]
USERNAME = demisto.params()["username"]
PASSWORD = demisto.params()["password"]

HEADERS = {"Content-Type": "text/xml", "SOAPAction": ""}

GET_TICKET_BODY = """<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:v1="{xml_ns}">
           <soapenv:Header>
           <wsse:Security soapenv:mustUnderstand="1"
            xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"
            xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd">
           <wsse:UsernameToken wsu:Id=\"\">
           <wsse:Username>sams</wsse:Username>
           <wsse:Password
            Type="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-username-token-profile-1.0#PasswordDigest">
            {password_digest}</wsse:Password>
           <wsse:Nonce EncodingType="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-soap-message-security-1.0#
           Base64Binary">{base64_binary}</wsse:Nonce>
           <wsu:Created>{req_time}</wsu:Created>
           </wsse:UsernameToken>
           </wsse:Security>
           </soapenv:Header>
           <soapenv:Body>
              <v1:get>
                 <!--Optional:-->
                 <v1:GetServiceRequestRequest>
                    <Header>
                       <Requester>?</Requester>
                       <Submitter>
                          <Type>Remedy</Type>
                          <Value>sams</Value>
                       </Submitter>
                       <TimeStamp>
                          <Date>{date}</Date>
                          <Time>{time}</Time>
                          <TimeZone>UTC</TimeZone>
                       </TimeStamp>
                       <TransactionId>1</TransactionId>
                    </Header>
                    <Body>
                       <!--Optional:-->
                       <ResponseOptions>
                          <ShowAssignment>?</ShowAssignment>
                          <ShowAttributeList>?</ShowAttributeList>
                          <ShowCategorization>?</ShowCategorization>
                          <ShowWorklogList>?</ShowWorklogList>
                       </ResponseOptions>
                       <!--Optional:-->
                       <ServiceRequestId>{service_request_id}</ServiceRequestId>
                    </Body>
                 </v1:GetServiceRequestRequest>
              </v1:get>
           </soapenv:Body>
        </soapenv:Envelope>"""

CREATE_TICKET_BODY = """<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:v1="{xml_ns}">
       <soapenv:Header> <wsse:Security soapenv:mustUnderstand="1"
       xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"
       xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd">
       <wsse:UsernameToken wsu:Id=\"\">
       <wsse:Username>sams</wsse:Username>
       <wsse:Password Type="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-username-token-profile-1.0
       #PasswordDigest">{password_digest}</wsse:Password>
       <wsse:Nonce EncodingType="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-soap-message-security-1.0
       #Base64Binary">{base64_binary}</wsse:Nonce>
       <wsu:Created>{req_time}</wsu:Created>
       </wsse:UsernameToken>
       </wsse:Security>
       </soapenv:Header>
       <soapenv:Body>
          <v1:create>
          <!--Optional:-->
             <v1:CreateServiceRequestRequest>
                <Header>
                   <Requester>?</Requester>
                   <Submitter>
                      <Type>Remedy</Type>
                      <Value>!svcautomationdev</Value>
                   </Submitter>
                   <TimeStamp>
                      <Date>{date}</Date>
                      <Time>{time}</Time>
                      <TimeZone>UTC</TimeZone>
                   </TimeStamp>
                   <TransactionId>1</TransactionId>
                </Header>
                <Body>
                   <!--Zero or more repetitions:-->

                   <!--Zero or more repetitions:-->
                   <AttributeList>
                      <Label/>
                      <Value/>
                      <Type/>
                   </AttributeList>
                   <!--Optional:-->
                   <CauseCode/>
                   <!--Optional:-->
                   <Details>{details}</Details>
                   <MasterTicket>True</MasterTicket>
                   <!--Optional:-->
                   <NextAction>test</NextAction>
                   <!--Optional:-->
                   <PendingReason>New</PendingReason>
                   <!--Optional:-->
                   <ProblemCode>47103</ProblemCode>
                   <!--Optional:-->
                   <Requester>
                   <!--Optional:-->
                      <RequesterNTId>{requester_ntid}</RequesterNTId>
                      <!--Optional:-->
                      <RequesterPERNR>{requester_pernr}</RequesterPERNR>
                   </Requester>
                   <!--Optional:-->
                   <RequesterContactInformation>
                   <!--Optional:-->
                      <ContactInformation>
                         <!--Optional:-->
                         <ContactEmail>{contact_email}</ContactEmail>
                         <!--Optional:-->
                         <ContactName>{contact_name}</ContactName>
                         <!--Optional:-->
                         <ContactPhone>{contact_phone}</ContactPhone>
                      </ContactInformation>
                      <!--Optional:-->
                      <RequesterEmail>{requester_email}</RequesterEmail>
                      <!--Optional:-->
                      <RequesterLocation/>
                      <!--Optional:-->
                      <RequesterName>{requester_name}</RequesterName>
                      <!--Optional:-->
                      <RequesterPhone>{requester_phone}</RequesterPhone>
                      <!--Optional:-->
                      <RequesterWorkCity>{requester_work_city}</RequesterWorkCity>
                      <!--Optional:-->
                      <RequesterWorkLocation>{requester_work_location}</RequesterWorkLocation>
                      <!--Optional:-->
                      <RequesterWorkStreet>{requester_work_street}</RequesterWorkStreet>
                   </RequesterContactInformation>
                   <!--Optional:-->
                   <SolutionCode/>
                   <Source>Web</Source>
                   <SourceReference>Demisto</SourceReference>
                   <!--Optional:-->
                   <Status>Pending</Status>
                   <!--Zero or more repetitions:-->
                   <WorklogList>
                      <!--Optional:-->
                      <Details>test</Details>
                      <!--Optional:-->
                      <Subject>test</Subject>
                   </WorklogList>
                </Body>
             </v1:CreateServiceRequestRequest>
          </v1:create>
       </soapenv:Body>
    </soapenv:Envelope>"""


def http_request(body=""):  # pragma: no cover
    """Makes an API call with the given arguments"""
    response = requests.post(URL, data=body, headers=HEADERS, verify=VERIFY_CERTIFICATE)

    if response.status_code < 200 or response.status_code >= 300:
        if response.status_code == 404:
            return_error("Request Failed. with status: 404. Cannot find the requested resource. Check your Server URL")
        elif response.status_code == 500:
            json_result = json.loads(xml2json(response.content))
            return_error(
                "Request Failed. with status: "
                + str(response.status_code)
                + ". Reason is: "
                + str(json_result["Envelope"]["Body"]["Fault"]["faultstring"])
            )
        else:
            return_error("Request Failed. with status: " + str(response.status_code) + ". Reason is: " + str(response.reason))

    json_result = json.loads(xml2json(response.content))

    if "Envelope" in json_result and "Body" in json_result["Envelope"] and "Fault" in json_result["Envelope"]["Body"]:
        return_error("Request Failed. Reason is: " + json_result["Envelope"]["Body"]["Fault"]["faultstring"])

    return json_result


def prettify_get_ticket(json_result):
    ticket = json_result["Envelope"]["Body"]["getResponse"]["return"]["Body"]

    if not ticket:
        return_error(json_result["Envelope"]["Body"]["getResponse"]["return"]["Header"])

    pretty_ticket = {
        "ServiceRequestId": ticket["ServiceRequestId"],
        "ServiceRequestStatus": ticket["ServiceRequestStatus"],
        "Priority": ticket["Priority"],
    }
    if "Created" in ticket and "When" in ticket["Created"]:
        pretty_ticket["Date"] = ticket["Created"]["When"]["Date"]
        pretty_ticket["Time"] = ticket["Created"]["When"]["Time"]

    if "Details" in ticket:
        pretty_ticket["Details"] = ticket["Details"]
    if "SourceReference" in ticket:
        pretty_ticket["SourceReference"] = ticket["SourceReference"]

    if "RequesterContactInformation" in ticket:
        if "RequesterEmail" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterEmail"] = ticket["RequesterContactInformation"]["RequesterEmail"]
        if "RequesterName" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterName"] = ticket["RequesterContactInformation"]["RequesterName"]
        if "RequesterPhone" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterPhone"] = ticket["RequesterContactInformation"]["RequesterPhone"]
        if "RequesterWorkCity" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterWorkCity"] = ticket["RequesterContactInformation"]["RequesterWorkCity"]
        if "RequesterWorkLocation" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterWorkLocation"] = ticket["RequesterContactInformation"]["RequesterWorkLocation"]
        if "RequesterWorkStreet" in ticket["RequesterContactInformation"]:
            pretty_ticket["RequesterWorkStreet"] = ticket["RequesterContactInformation"]["RequesterWorkStreet"]

        if "ContactInformation" in ticket["RequesterContactInformation"]:
            if "ContactEmail" in ticket["RequesterContactInformation"]["ContactInformation"]:
                pretty_ticket["ContactEmail"] = ticket["RequesterContactInformation"]["ContactInformation"]["ContactEmail"]
            if "ContactPhone" in ticket["RequesterContactInformation"]["ContactInformation"]:
                pretty_ticket["ContactPhone"] = ticket["RequesterContactInformation"]["ContactInformation"]["ContactPhone"]
            if "ContactName" in ticket["RequesterContactInformation"]["ContactInformation"]:
                pretty_ticket["ContactName"] = ticket["RequesterContactInformation"]["ContactInformation"]["ContactName"]

    return pretty_ticket


@logger
def remedy_get_ticket(service_request_id):
    now = datetime.utcnow()
    req_time = now.strftime("%Y-%m-%dT%H:%M:%S.%f")[:-3] + "Z"
    date = now.strftime("%Y-%m-%d")
    time = now.strftime("%H:%M:%S")

    nonce = os.urandom(16)
    base64_binary = base64.b64encode(nonce).decode("ascii")
    # Password_Digest = Base64 (SHA-1 (nonce + createtime + password))
    hash_object = hashlib.sha1(nonce + req_time.encode("utf-8") + PASSWORD.encode("utf-8"))  # nosec
    digest_string = hash_object.digest()
    password_digest = base64.b64encode(digest_string).decode("ascii")

    body = GET_TICKET_BODY.format(
        xml_ns=XML_NS,
        password_digest=password_digest,
        base64_binary=base64_binary,
        req_time=str(req_time),
        date=date,
        time=time,
        service_request_id=service_request_id,
    )
    response = http_request(body)

    return response


def remedy_get_ticket_command():
    service_request_id = demisto.args()["service_request_id"]
    response = remedy_get_ticket(service_request_id)
    pretty_ticket = prettify_get_ticket(response)

    demisto.results(
        {
            "Type": entryTypes["note"],
            "ContentsFormat": formats["json"],
            "Contents": response,
            "ReadableContentsFormat": formats["markdown"],
            "HumanReadable": tableToMarkdown(
                "Ticket:",
                pretty_ticket,
                ["ServiceRequestId", "Priority", "ServiceRequestStatus", "RequesterEmail", "RequesterName", "RequesterPhone"],
            ),
            "EntryContext": {"Remedy.Ticket(val.ServiceRequestId == obj.ServiceRequestId)": pretty_ticket},
        }
    )


def prettify_create_ticket(json_result, requester_phone, requester_name, requester_email):
    ticket = json_result["Envelope"]["Body"]["createResponse"]["return"]["Body"]

    if not ticket:
        return_error(json_result["Envelope"]["Body"]["createResponse"]["return"]["Header"])

    pretty_ticket = {"ServiceRequestId": ticket["ServiceRequestId"]}
    pretty_ticket["RequesterPhone"] = requester_phone
    pretty_ticket["RequesterName"] = requester_name
    pretty_ticket["RequesterEmail"] = requester_email

    return pretty_ticket


@logger
def remedy_create_ticket(
    details,
    requester_ntid,
    requester_email,
    requester_name,
    requester_phone,
    requester_work_city,
    requester_work_location,
    requester_work_street,
    requester_pernr="?",
    contact_email="?",
    contact_name="?",
    contact_phone="?",
):
    now = datetime.utcnow()
    req_time = now.strftime("%Y-%m-%dT%H:%M:%S.%f")[:-3] + "Z"
    date = now.strftime("%Y-%m-%d")
    time = now.strftime("%H:%M:%S")

    nonce = os.urandom(16)
    base64_binary = base64.b64encode(nonce).decode("ascii")
    # Password_Digest = Base64 (SHA-1 (nonce + createtime + password))
    hash_object = hashlib.sha1(nonce + req_time.encode("utf-8") + PASSWORD.encode("utf-8"))  # nosec
    digest_string = hash_object.digest()
    password_digest = base64.b64encode(digest_string).decode("ascii")

    body = CREATE_TICKET_BODY.format(
        xml_ns=XML_NS,
        password_digest=password_digest,
        base64_binary=base64_binary,
        req_time=str(req_time),
        date=date,
        time=time,
        details=details,
        requester_ntid=requester_ntid,
        requester_email=requester_email,
        requester_name=requester_name,
        requester_phone=requester_phone,
        requester_work_city=requester_work_city,
        requester_work_location=requester_work_location,
        requester_work_street=requester_work_street,
        requester_pernr=requester_pernr,
        contact_email=contact_email,
        contact_name=contact_name,
        contact_phone=contact_phone,
    )
    response = http_request(body)

    return response


def remedy_create_ticket_command():
    args = demisto.args()
    details = args["details"]
    requester_ntid = args["requester_ntid"]
    requester_pernr = args.get("requester_pernr", None)
    contact_email = args.get("contact_email", None)
    contact_name = args.get("contact_name", None)
    contact_phone = args.get("contact_phone", None)
    requester_email = args["requester_email"]
    requester_name = args["requester_name"]
    requester_phone = args["requester_phone"]
    requester_work_city = args["requester_work_city"]
    requester_work_location = args["requester_work_location"]
    requester_work_street = args["requester_work_street"]

    response = remedy_create_ticket(
        details,
        requester_ntid,
        requester_email,
        requester_name,
        requester_phone,
        requester_work_city,
        requester_work_location,
        requester_work_street,
        requester_pernr,
        contact_email,
        contact_name,
        contact_phone,
    )

    pretty_ticket = prettify_create_ticket(response, requester_phone, requester_name, requester_email)

    ec_create = {
        "ServiceRequestId": response["Envelope"]["Body"]["createResponse"]["return"]["Body"]["ServiceRequestId"],
        "Details": details,
        "RequesterNTID": requester_ntid,
        "RequesterPERNR": requester_pernr,
        "RequesterEmail": requester_email,
        "RequesterName": requester_name,
        "RequesterPhone": requester_phone,
        "RequesterWorkCity": requester_work_city,
        "RequesterWorkLocation": requester_work_location,
        "RequesterWorkStreet": requester_work_street,
        "ContactEmail": contact_email,
        "ContactName": contact_name,
        "ContactPhone": contact_phone,
    }

    demisto.results(
        {
            "Type": entryTypes["note"],
            "ContentsFormat": formats["json"],
            "Contents": response,
            "ReadableContentsFormat": formats["markdown"],
            "HumanReadable": tableToMarkdown(
                "Ticket:", pretty_ticket, ["ServiceRequestId", "RequesterEmail", "RequesterName", "RequesterPhone"]
            ),
            "EntryContext": {"Remedy.Ticket(val.ServiceRequestId == obj.ServiceRequestId)": ec_create},
        }
    )


def remedy_update_ticket_command():
    raise DemistoException("This is a deprecated command")


""" EXECUTION CODE """
LOG(f"command is {demisto.command()}")
try:
    if demisto.command() == "test-module":
        remedy_get_ticket("SR000552078")
        demisto.results("ok")

    elif demisto.command() == "remedy-get-ticket":
        remedy_get_ticket_command()

    elif demisto.command() == "remedy-create-ticket":
        remedy_create_ticket_command()

    elif demisto.command() == "remedy-update-ticket":
        remedy_update_ticket_command()

except Exception as e:
    return_error(str(e))