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

Details

ID	`Ticket Management - Generic`
From Version	6.8.0
Tasks	11

README

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

Dependencies

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

Sub-playbooks

Zendesk - Ticket Management
ServiceNow - Ticket Management

Integrations

This playbook does not use any integrations.

Scripts

Set

Commands

setParentIncidentContext

Playbook Inputs

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

Playbook Outputs

Path	Description	Type
ServiceNow.Ticket.ID	ServiceNow ticket ID.	unknown
Zendesk.Ticket.id	Zendesk ticket ID.	unknown

Playbook Image

Ticket Management - Generic

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

Source

playbook-Ticket_Management_-_Generic.yml

Download History Raw

id: Ticket Management - Generic
version: -1
name: Ticket Management - Generic
description: "`Ticket Management - Generic` allows you to open new tickets or update comments to the existing ticket in the following ticketing systems:\n-ServiceNow \n-Zendesk \nusing the following sub-playbooks:\n-`ServiceNow - Ticket Management`\n-`Zendesk - Ticket Management`"
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tasks:
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      version: -1
      name: ServiceNow - Ticket Management
      description: '`ServiceNow - Ticket Management` allows you to open new tickets or update comments to the existing ticket using the playbook''s tasks. '
      playbookName: ServiceNow - Ticket Management
      type: playbook
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
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    scriptarguments:
      Action:
        complex:
          root: Action
      CommentToAdd:
        complex:
          root: inputs.CommentToAdd
      addCommentPerEndpoint:
        complex:
          root: inputs.addCommentPerEndpoint
      description:
        complex:
          root: inputs.description
      serviceNowAssignmentGroup:
        complex:
          root: inputs.serviceNowAssignmentGroup
      serviceNowCategory:
        complex:
          root: inputs.serviceNowCategory
      serviceNowImpact:
        complex:
          root: inputs.serviceNowImpact
      'serviceNowSeverity ':
        complex:
          root: inputs.serviceNowSeverity
      serviceNowShortDescription:
        complex:
          root: inputs.serviceNowShortDescription
      serviceNowTicketID:
        complex:
          root: parentIncidentContext
          accessor: ServiceNowTicketID
      serviceNowTicketType:
        complex:
          root: inputs.serviceNowTicketType
      serviceNowUrgency:
        complex:
          root: inputs.serviceNowUrgency
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      name: Zendesk - Ticket Management
      description: '`Zendesk - Ticket Management` allows you to open new tickets or update comments to the existing ticket using the playbook''s tasks. '
      playbookName: Zendesk - Ticket Management
      type: playbook
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
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    scriptarguments:
      Action:
        complex:
          root: Action
      CommentToAdd:
        complex:
          root: inputs.CommentToAdd
      ZendeskAssigne:
        complex:
          root: inputs.ZendeskAssigne
      ZendeskCollaborators:
        complex:
          root: inputs.ZendeskCollaborators
      ZendeskPriority:
        complex:
          root: inputs.ZendeskPriority
      ZendeskRequester:
        complex:
          root: inputs.ZendeskRequester
      ZendeskStatus:
        complex:
          root: inputs.ZendeskStatus
      ZendeskSubject:
        complex:
          root: inputs.ZendeskSubject
      ZendeskTags:
        complex:
          root: inputs.ZendeskTags
      ZendeskTicketID:
        complex:
          root: parentIncidentContext
          accessor: ZendeskTicketID
      ZendeskType:
        complex:
          root: inputs.ZendeskType
      addCommentPerEndpoint:
        complex:
          root: inputs.addCommentPerEndpoint
      description:
        complex:
          root: inputs.description
    separatecontext: true
    continueonerrortype: ""
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    type: regular
    task:
      id: 159abeff-fe4e-42fc-8be0-67f4ba0f245b
      version: -1
      name: Set Zendesk Ticket ID
      description: |-
        Sets the `ZendeskTicketID` key to the incident's context.
        If the output `Zendesk.Ticket.id` from sub-playbook `Zendesk - Ticket Management` is defined, set the ticket ID to the `ZendeskTicketID` key in the incident context else set the value of the `ZendeskTicketID` key as empty on the incident's context.
      script: Builtin|||setParentIncidentContext
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      iscommand: true
      brand: Builtin
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    scriptarguments:
      key:
        simple: ZendeskTicketID
      value:
        complex:
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          transformers:
          - operator: If-Then-Else
            args:
              condition:
                value:
                  simple: lhs==rhs
              conditionB: {}
              conditionInBetween: {}
              else:
                value:
                  simple: Zendesk.Ticket.id
                iscontext: true
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                  simple: Zendesk.Ticket.id
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      name: Set ServiceNow Ticket ID
      description: |-
        Sets the `ServiceNowTicketID` key to the incident's context.
        If the output `ServiceNow.Ticket.ID` from sub-playbook `ServiceNow - Ticket Management` is defined, set the ticket ID to the `ServiceNowTicketID` key in the incident context else set the value of the `ServiceNowTicketID` key as empty on the incident's context.
      script: Builtin|||setParentIncidentContext
      type: regular
      iscommand: true
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    nexttasks:
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    scriptarguments:
      key:
        simple: ServiceNowTicketID
      value:
        complex:
          root: alert
          accessor: id
          transformers:
          - operator: If-Then-Else
            args:
              condition:
                value:
                  simple: lhs==rhs
              conditionB: {}
              conditionInBetween: {}
              else:
                value:
                  simple: ServiceNow.Ticket.ID
                iscontext: true
              equals: {}
              lhs:
                value:
                  simple: ServiceNow.Ticket.ID
                iscontext: true
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    id: "13"
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      name: 'Set Endpoint hostname from alerts '
      description: |-
        Sets the `Endpoint` key to the incident's context.
        If the alert.hostname  is defined on the alert context , set the hostname to the `Endpoint` key in the incident context else set the value `There is no hostname in the alert` to the incident's context.
      script: Builtin|||setParentIncidentContext
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    scriptarguments:
      key:
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            args:
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                iscontext: true
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                iscontext: true
              lhsB: {}
              options: {}
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              then:
                value:
                  simple: There is no hostname in the alert
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  "16":
    id: "16"
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    task:
      id: c8d353d1-1319-420f-8831-8d04cb40effd
      version: -1
      name: Set key to open a ticket
      description: Set a value in context under the key you entered.
      scriptName: Set
      type: regular
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
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    scriptarguments:
      key:
        simple: Action
      value:
        simple: NewTicket
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  "17":
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    task:
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      name: Set key to add a comment
      description: Set a value in context under the key you entered.
      scriptName: Set
      type: regular
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "18"
    scriptarguments:
      key:
        simple: Action
      value:
        simple: AddComment
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  "18":
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    type: title
    task:
      id: 0be81a91-6f8f-488c-8cdc-9df4684fe290
      version: -1
      name: Ticket Management
      type: title
      iscommand: false
      brand: ""
      description: ''
    nexttasks:
      '#none#':
      - "2"
      - "3"
    separatecontext: false
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  "19":
    id: "19"
    taskid: 043ae1ef-de8c-490b-8526-cb5fdd8f521b
    type: condition
    task:
      id: 043ae1ef-de8c-490b-8526-cb5fdd8f521b
      version: -1
      name: Open a new ticket or comment on existing ticket
      description: Whether to open a new ticket or comment on an existing ticket.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "4"
      Add comment:
      - "17"
      New Ticket:
      - "16"
    separatecontext: false
    conditions:
    - label: New Ticket
      condition:
      - - operator: isEmpty
          left:
            value:
              complex:
                root: parentIncidentContext
                accessor: ServiceNowTicketID
            iscontext: true
          right:
            value: {}
      - - operator: isEmpty
          left:
            value:
              complex:
                root: parentIncidentContext
                accessor: ZendeskTicketID
            iscontext: true
    - label: Add comment
      condition:
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: parentIncidentContext
                accessor: ZendeskTicketID
            iscontext: true
        - operator: isNotEmpty
          left:
            value:
              complex:
                root: parentIncidentContext
                accessor: ServiceNowTicketID
            iscontext: true
      - - operator: notIn
          left:
            value:
              complex:
                root: alert
                accessor: hostname
            iscontext: true
          right:
            value:
              simple: parentIncidentContext.Endpoint
            iscontext: true
    continueonerrortype: ""
    view: |-
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    note: false
    timertriggers: []
    ignoreworker: false
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    quietmode: 0
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view: |-
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inputs:
- key: serviceNowShortDescription
  value: {}
  required: false
  description: A short description of the ticket.
  playbookInputQuery:
- key: serviceNowImpact
  value: {}
  required: false
  description: The impact for the new ticket. Leave empty for ServiceNow default impact.
  playbookInputQuery:
- key: serviceNowUrgency
  value: {}
  required: false
  description: The urgency of the new ticket. Leave empty for ServiceNow default urgency.
  playbookInputQuery:
- key: serviceNowSeverity
  value: {}
  required: false
  description: The severity of the new ticket. Leave empty for ServiceNow default severity.
  playbookInputQuery:
- key: serviceNowTicketType
  value: {}
  required: false
  description: The ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".
  playbookInputQuery:
- key: serviceNowCategory
  value: {}
  required: false
  description: The category of the ServiceNow ticket.
  playbookInputQuery:
- key: serviceNowAssignmentGroup
  value: {}
  required: false
  description: The group to which to assign the new ticket.
  playbookInputQuery:
- key: ZendeskPriority
  value: {}
  required: false
  description: The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
  playbookInputQuery:
- key: ZendeskRequester
  value: {}
  required: false
  description: The user who requested this ticket.
  playbookInputQuery:
- key: ZendeskStatus
  value: {}
  required: false
  description: The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
  playbookInputQuery:
- key: ZendeskSubject
  value: {}
  required: false
  description: The value of the subject field for this ticket.
  playbookInputQuery:
- key: ZendeskTags
  value: {}
  required: false
  description: The array of tags applied to this ticket.
  playbookInputQuery:
- key: ZendeskType
  value: {}
  required: false
  description: The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
  playbookInputQuery:
- key: ZendeskAssigne
  value: {}
  required: false
  description: The agent currently assigned to the ticket.
  playbookInputQuery:
- key: ZendeskCollaborators
  value: {}
  required: false
  description: The users currently CC'ed on the ticket.
  playbookInputQuery:
- key: description
  value: {}
  required: false
  description: The ticket description.
  playbookInputQuery:
- key: addCommentPerEndpoint
  value:
    simple: "True"
  required: false
  description: 'Whether to append a new comment to the ticket for each endpoint in the incident. Possible values: True/False.'
  playbookInputQuery:
- key: CommentToAdd
  value: {}
  required: false
  description: Comment for the ticket.
  playbookInputQuery:
outputs:
- contextPath: ServiceNow.Ticket.ID
  description: ServiceNow ticket ID.
- contextPath: Zendesk.Ticket.id
  description: Zendesk ticket ID.
tests:
- No tests (auto formatted)
marketplaces:
- marketplacev2
- platform
fromversion: 6.8.0