ServiceNowAddComment

Use this script to add a comment or work note to a ServiceNow ticket. To be run within the incident.

Type

python

Pack

ServiceNow

Source

import demistomock as demisto  # noqa: F401
from CommonServerPython import *  # noqa: F401


def update_comment_or_worknote(args: Dict[str, Any]) -> CommandResults:
    ticket_id = args.get("ticket_id", "none")
    note = args.get("note")
    tag = args.get("tag")
    table_name = args.get("table_name")
    using = args.get("instance_name")

    command_args = {}

    if ticket_id == "none":
        ticket_id = demisto.incident()["CustomFields"].get("servicenowticketid")

    command_args["id"] = ticket_id
    demisto.debug(f"Using ticket_type: {table_name}")
    if table_name:
        command_args["ticket_type"] = table_name
    if tag == "comment":
        command_args["comments"] = note
    else:
        command_args["work_notes"] = note
    command_args["using"] = using

    try:
        demisto.debug(f"Calling servicenow-update-ticket, {command_args=}")
        command_res = demisto.executeCommand("servicenow-update-ticket", command_args)
        demisto.debug(f"After calling servicenow-update-ticket, {command_res=}")
        resp = command_res[0]
        if isError(resp):
            raise Exception(resp["Contents"])
        else:
            if "result" not in resp["Contents"] or not resp["Contents"]["result"]:
                message = "Empty result. Please check your input. e.g. the ticket_id, or table_name"
                demisto.info(message)
                return_error(message)

            result = resp["Contents"]["result"]
            output_results = {}

            output_results["Ticket ID"] = result["sys_id"]
            output_results["Ticket Updated on"] = result["sys_updated_on"]
            output_results["Ticket Updated by"] = result["sys_updated_by"]
            output_results["Ticket Number"] = result["number"]
            output_results["Table"] = result["sys_class_name"]
            output_results["Ticket Created by"] = result["sys_created_by"]
            output_results["Ticket Created on"] = result["sys_created_on"]

            md = tableToMarkdown("ServiceNow Comment Added", [output_results])

    except Exception as ex1:
        demisto.info(f"Failed to update ticket. {type(ex1)}: {ex1}, Trace:\n{traceback.format_exc()}")
        return_error(str(ex1))
    return CommandResults(readable_output=md)


def main():
    try:
        res = update_comment_or_worknote(demisto.args())
        return_results(res)

    except Exception as ex2:
        return_error(f"Failed to execute ServiceNowAddComment. Error: {ex2!s}")


if __name__ in ["__builtin__", "builtins", "__main__"]:
    main()