Ticket Management - Generic

`Ticket Management - Generic` allows you to open new tickets or update comments to the existing ticket in the following ticketing systems: -ServiceNow -Zendesk using the following sub-playbooks: -`ServiceNow - Ticket Management` -`Zendesk - Ticket Management`

Pack

CommonPlaybooks

Tasks

11

Inputs

• serviceNowShortDescription — A short description of the ticket.
• serviceNowImpact — The impact for the new ticket. Leave empty for ServiceNow default impact.
• serviceNowUrgency — The urgency of the new ticket. Leave empty for ServiceNow default urgency.
• serviceNowSeverity — The severity of the new ticket. Leave empty for ServiceNow default severity.
• serviceNowTicketType — The ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".
• serviceNowCategory — The category of the ServiceNow ticket.
• serviceNowAssignmentGroup — The group to which to assign the new ticket.
• ZendeskPriority — The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
• ZendeskRequester — The user who requested this ticket.
• ZendeskStatus — The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
• ZendeskSubject — The value of the subject field for this ticket.
• ZendeskTags — The array of tags applied to this ticket.
• ZendeskType — The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
• ZendeskAssigne — The agent currently assigned to the ticket.
• ZendeskCollaborators — The users currently CC'ed on the ticket.
• description — The ticket description.
• addCommentPerEndpoint — Whether to append a new comment to the ticket for each endpoint in the incident. Possible values: True/False.
• CommentToAdd — Comment for the ticket.

Outputs

• ServiceNow.Ticket.ID — ServiceNow ticket ID.
• Zendesk.Ticket.id — Zendesk ticket ID.

Commands used

• setParentIncidentContext