ServiceNow Ticket State Polling

Use ServiceNow Incident State Polling as a sub-playbook when required to pause the execution of a master playbook until the ServiceNow ticket state is either resolved or closed. This playbook implements polling by continuously running the servicenow-get-ticket command until the state is either resolved or closed.

ServiceNow · 6 tasks · 5 inputs · 0 outputs

Details

ID	`ServiceNow Ticket State Polling`
From Version	6.0.0
Tasks	6

README

Use ServiceNow Incident State Polling as a sub-playbook when required to pause the execution of a master playbook until the ServiceNow ticket state is either resolved or closed.
This playbook implements polling by continuously running the servicenow-get-ticket command until the state is either resolved or closed.

Dependencies

This playbook uses the following sub-playbooks, integrations, and scripts.

Sub-playbooks

This playbook does not use any sub-playbooks.

Integrations

This playbook does not use any integrations.

Scripts

RunPollingCommand
ScheduleGenericPolling
PrintErrorEntry

Commands

This playbook does not use any commands.

Playbook Inputs

Name	Description	Required
TicketNumber	The ServiceNow ticket number to poll for its state.	Required
Interval	Frequency that the polling command will run (minutes).	Required
Timeout	Amount of time to poll before declaring a timeout and resuming the playbook (in minutes).	Required
InstanceName	Set the ServiceNow Instance that will be used by the polling command. Only relevant when there is more than one ServiceNow instance.	Optional
AdditionalPollingCommandName	Additional polling commands are relevant when using StatePolling, and there is more than one ServiceNow instance. It will specify the polling command to use a specific instance to run on. If so, please add “Using” to the value. The polling command will then take the instance name as the instance to use.	Optional

Playbook Outputs

There are no outputs for this playbook.

Playbook Image

ServiceNow Ticket State Polling

Inputs

TicketNumber — The ServiceNow ticket number to poll for its state.
Interval — Frequency that the polling command will run (minutes).
Timeout — Amount of time to poll before declaring a timeout and resuming the playbook (in minutes).
InstanceName — Set the ServiceNow Instance that will be used by the polling command. Only relevant when there is more than one ServiceNow instance.
AdditionalPollingCommandName — Additional polling commands are relevant when using StatePolling, and there is more than one ServiceNow instance. It will specify the polling command to use a specific instance to run on. If so, please add "using" to the value. The polling command will then take the instance name as the instance to use.

Flowchart

Source

playbook-ServiceNow_Ticket_State_Polling.yml

Download History Raw

id: ServiceNow Ticket State Polling
version: -1
contentitemexportablefields:
  contentitemfields: {}
name: ServiceNow Ticket State Polling
description: |-
  Use ServiceNow Incident State Polling as a sub-playbook when required to pause the execution of a master playbook until the ServiceNow ticket state is either resolved or closed.
  This playbook implements polling by continuously running the servicenow-get-ticket command until the state is either resolved or closed.
starttaskid: "0"
tasks:
  "0":
    id: "0"
    taskid: c644af04-2cd7-4462-83e3-5f55bc12aa73
    type: start
    task:
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      version: -1
      name: ""
      description: '-'
      iscommand: false
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    nexttasks:
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    view: |-
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    quietmode: 0
  "1":
    id: "1"
    taskid: 914b5b4c-709e-479d-8210-b06bdad59965
    type: regular
    task:
      id: 914b5b4c-709e-479d-8210-b06bdad59965
      version: -1
      name: Schedule Ticket State Polling  Task
      description: Schedule Polling Task
      scriptName: ScheduleGenericPolling
      type: regular
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "2"
    scriptarguments:
      additionalPollingCommandArgNames:
        complex:
          root: inputs.AdditionalPollingCommandName
      additionalPollingCommandArgValues:
        complex:
          root: inputs.InstanceName
      dt:
        simple: ServiceNow.Ticket(val.State != '6' && val.State != '7').Number
      ids:
        complex:
          root: inputs.TicketNumber
      interval:
        simple: ${inputs.Interval}
      playbookId:
        simple: ${currentPlaybookID}
      pollingCommand:
        simple: servicenow-get-ticket
      pollingCommandArgName:
        simple: number
      tag: {}
      timeout:
        simple: ${inputs.Timeout}
    separatecontext: false
    view: |-
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      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
  "2":
    id: "2"
    taskid: 4991346d-2fa3-4efe-8c21-d531312deacb
    type: condition
    task:
      id: 4991346d-2fa3-4efe-8c21-d531312deacb
      version: -1
      name: Waiting for Ticket State Polling to complete (Automated Task)
      description: This task will complete automatically when polling is complete.
      tags:
      - polling
      type: condition
      iscommand: false
      brand: ""
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  "3":
    id: "3"
    taskid: b4dfa54e-3fb9-40a7-803b-edc450bd5aea
    type: regular
    task:
      id: b4dfa54e-3fb9-40a7-803b-edc450bd5aea
      version: -1
      name: Run Ticket State Polling Command
      description: RunPollingCommand
      scriptName: RunPollingCommand
      type: regular
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "1"
    scriptarguments:
      additionalPollingCommandArgNames:
        complex:
          root: inputs.AdditionalPollingCommandName
      additionalPollingCommandArgValues:
        complex:
          root: inputs.InstanceName
      ids:
        complex:
          root: inputs.TicketNumber
      pollingCommand:
        simple: servicenow-get-ticket
      pollingCommandArgName:
        simple: number
    separatecontext: false
    view: |-
      {
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          "y": 195
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    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
  "5":
    id: "5"
    taskid: 778e1007-f7ea-4ff6-89c4-cffc067165c4
    type: title
    task:
      id: 778e1007-f7ea-4ff6-89c4-cffc067165c4
      version: -1
      name: Done
      description: Done
      type: title
      iscommand: false
      brand: ""
    separatecontext: false
    view: |-
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          "y": 740
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      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
  "6":
    id: "6"
    taskid: 62b13486-ae6a-49c1-8988-16765f35f1cc
    type: regular
    task:
      id: 62b13486-ae6a-49c1-8988-16765f35f1cc
      version: -1
      name: Scheduled Task Failed
      description: Scheduled Task Failed
      scriptName: PrintErrorEntry
      type: regular
      iscommand: false
      brand: ""
    scriptarguments:
      message:
        simple: GenericPollingScheduledTask encountered an error.
    separatecontext: false
    view: |-
      {
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          "y": 725
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
view: |-
  {
    "linkLabelsPosition": {
      "2_5_YES": 0.48
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inputs:
- key: TicketNumber
  value: {}
  required: true
  description: The ServiceNow ticket number to poll for its state.
  playbookInputQuery:
- key: Interval
  value: {}
  required: true
  description: Frequency that the polling command will run (minutes).
  playbookInputQuery:
- key: Timeout
  value: {}
  required: true
  description: Amount of time to poll before declaring a timeout and resuming the playbook (in minutes).
  playbookInputQuery:
- key: InstanceName
  value: {}
  required: false
  description: |-
    Set the ServiceNow Instance that will be used by the polling command.
    Only relevant when there is more than one ServiceNow instance.
  playbookInputQuery:
- key: AdditionalPollingCommandName
  value: {}
  required: false
  description: |-
    Additional polling commands are relevant when using StatePolling, and there is more than one ServiceNow instance. It will specify the polling command to use a specific instance to run on. 
    If so, please add "using" to the value.
    The polling command will then take the instance name as the instance to use. 
  playbookInputQuery:
outputs: []
tests:
- Create ServiceNow Ticket and State Polling Test
fromversion: 6.0.0
supportedModules:
- agentix
- xsiam