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`" starttaskid: "0" tasks: "0": id: "0" taskid: 8e482cde-8abb-4c9d-86a5-15c8ce3f7aa7 type: start task: id: 8e482cde-8abb-4c9d-86a5-15c8ce3f7aa7 version: -1 name: "" iscommand: false brand: "" description: '' nexttasks: '#none#': - "19" separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 430, "y": -280 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "2": id: "2" taskid: f9e4560c-d621-4bf8-8849-f00beaa70d70 type: playbook task: id: f9e4560c-d621-4bf8-8849-f00beaa70d70 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#': - "12" 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 separatecontext: true continueonerrortype: "" loop: iscommand: false exitCondition: "" wait: 1 max: 100 view: |- { "position": { "x": 230, "y": 350 } } note: false timertriggers: [] ignoreworker: false skipunavailable: true quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "3": id: "3" taskid: bc8a5228-c2b8-46af-8e21-d7687a8edffe type: playbook task: id: bc8a5228-c2b8-46af-8e21-d7687a8edffe version: -1 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#': - "11" 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: "" loop: iscommand: false exitCondition: "" wait: 1 max: 100 view: |- { "position": { "x": 660, "y": 350 } } note: false timertriggers: [] ignoreworker: false skipunavailable: true quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "4": id: "4" taskid: 66b87a8c-c5a1-489c-8cef-ea4c198faa4e type: title task: id: 66b87a8c-c5a1-489c-8cef-ea4c198faa4e version: -1 name: Done type: title iscommand: false brand: "" description: '' separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 870, "y": 950 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "11": id: "11" taskid: 159abeff-fe4e-42fc-8be0-67f4ba0f245b 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 type: regular iscommand: true brand: Builtin nexttasks: '#none#': - "13" scriptarguments: key: simple: ZendeskTicketID value: complex: root: alert accessor: id transformers: - operator: If-Then-Else args: condition: value: simple: lhs==rhs conditionB: {} conditionInBetween: {} else: value: simple: Zendesk.Ticket.id iscontext: true equals: {} lhs: value: simple: Zendesk.Ticket.id iscontext: true lhsB: {} options: {} optionsB: {} rhs: {} rhsB: {} then: {} separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 660, "y": 530 } } note: false timertriggers: [] ignoreworker: false skipunavailable: true quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "12": id: "12" taskid: a27c8fa0-c258-41db-84e9-8b93a26c1623 type: regular task: id: a27c8fa0-c258-41db-84e9-8b93a26c1623 version: -1 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 brand: Builtin nexttasks: '#none#': - "13" 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 lhsB: {} options: {} optionsB: {} rhs: {} rhsB: {} then: {} separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 230, "y": 530 } } note: false timertriggers: [] ignoreworker: false skipunavailable: true quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "13": id: "13" taskid: 4d9c9b8f-0747-4eb0-8474-99316ead7621 type: regular task: id: 4d9c9b8f-0747-4eb0-8474-99316ead7621 version: -1 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 type: regular iscommand: true brand: Builtin nexttasks: '#none#': - "4" scriptarguments: key: simple: Endpoint value: complex: root: alert accessor: id transformers: - operator: If-Then-Else args: condition: value: simple: lhs==rhs conditionB: {} conditionInBetween: {} else: value: simple: alert.hostname iscontext: true equals: {} lhs: value: simple: alert.hostname iscontext: true lhsB: {} options: {} optionsB: {} rhs: {} rhsB: {} then: value: simple: There is no hostname in the alert separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 440, "y": 760 } } note: false timertriggers: [] ignoreworker: false skipunavailable: true quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "16": id: "16" taskid: c8d353d1-1319-420f-8831-8d04cb40effd type: regular 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#': - "18" scriptarguments: key: simple: Action value: simple: NewTicket separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 640, "y": 40 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "17": id: "17" taskid: 2e759af3-962e-48ad-8493-c4052d84f866 type: regular task: id: 2e759af3-962e-48ad-8493-c4052d84f866 version: -1 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 separatecontext: false continueonerrortype: "" view: |- { "position": { "x": 210, "y": 40 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "18": id: "18" taskid: 0be81a91-6f8f-488c-8cdc-9df4684fe290 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 continueonerrortype: "" view: |- { "position": { "x": 430, "y": 210 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false "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: |- { "position": { "x": 430, "y": -140 } } note: false timertriggers: [] ignoreworker: false skipunavailable: false quietmode: 0 isoversize: false isautoswitchedtoquietmode: false view: |- { "linkLabelsPosition": {}, "paper": { "dimensions": { "height": 1295, "width": 1040, "x": 210, "y": -280 } } } 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