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`

Common Playbooks · 11 tasks · 18 inputs · 2 outputs

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

Flowchart

Add comment New Ticket Start Start ServiceNow - Ticket Management - ServiceNow - Ticket Management ServiceNow - Ticket Manag... ServiceNow - Ticket Management Zendesk - Ticket Management - Zendesk - Ticket Management Zendesk - Ticket Management Zendesk - Ticket Management Done Done Set Zendesk Ticket ID - setParentIncidentContext Set Zendesk Ticket ID setParentIncidentContext Set ServiceNow Ticket ID - setParentIncidentContext Set ServiceNow Ticket ID setParentIncidentContext Set Endpoint hostname from alerts - setParentIncidentContext Set Endpoint hostname fro... setParentIncidentContext Set key to open a ticket - Set Set key to open a ticket Set Set key to add a comment - Set Set key to add a comment Set Ticket Management Ticket Management Open a new ticket or comment on existing ticket Open a new ticket or comm...