Incident Management

To create a data source for Incident Management, perform the following steps:

On the left menu bar, click Configuration 🡪 Manage Data Sources.
The Create Data Source page appears with the following tabs:
1. Organization
2. Fetch Data
3. Release Rules
Figure 1. Create Data Source

Note:
Release Rules are only applicable for the following Module types- Incident Management, Change Request Task and Service Request Task. This tab will not be activated for other module types.
On the Organization tab:
1. Select the Module as Incident Management since we are configuring this data source for pulling the incident tickets.
2. Select the Service as Remedy as we are configuring the data source for BMC Remedy
3. Select the Integration Type as REST, since we will be integrating through REST APIs.
4. Select the Timezone to specify the time zone of the selected data source.
5. Select Timestamp to view the present data with date and time.
6. Click Next.
  Figure 2. Create Data Source (Cont.)
  
  Figure 3. Create Data Source (Cont.)
On the Fetch Data tab, type in the details as per the environment.
In the Connection Details section, enter the following details:
1. URL – Type the URL which contains the placeholders that display the parameters based on the applied clause such as the number of records to be fetched, query type, date on which the data is fetched, and the order by and so on. It depends on the URL or API provided by the tool.
  Sample URL - http://URL/api/arsys/v1/entry/HPD:Help%20Desk/?q='Assigned Group'="#Group#" AND 'Last Modified Date'>"#StartDate#" AND 'Last Modified Date'<"#EndDAte#"&fields=values(#Columns#)
2. Authentication Type – Select one of the Authentication Types from Basic / Windows, OAuth 2.0
  1. Selection of Basic / Windows requires you to enter -
    - User Id
    - Password
  2. Selection of OAuth 2.0 requires you to enter -
    - User Id
    - Password
    - Authentication URL
3. Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 4. Create Data Source (Connection Details)
Password - For password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in Azure Key Vault then select Input Type as Azure Key Vault and then select any of the configured details from the value field. Else if it is available in any Key Vault such as CyberArk or Secret Manager then select Input Type as CyberArk or Secret Manager respectively and then select any of the configured details from the value field.
Figure 5. Password in Plaintext

Figure 6. Password from Key Vault (CyberArk)

Figure 7. Password from Secret Manager

Figure 8. Password from Azure Key Vault
Request Authentication Parameters – If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
Based on the Authentication Type, add the parameters.
URL Path Parameters – Based on the URL entered earlier, please map the values to the URL Path Parameters. E.g., for the URL entered earlier, please populate the inputs below:
```
Key: #Columns#
ValueType: Text
Value:
Incident Number,Description,Entry ID,Detailed Decription,Submit Date,Status,
Last Resolved Date,Assigned Group, Last Modified Date,Parent_SAP_ID,Fraud Alert No.
```
Note:
These columns are mandatory. Users can add more columns if more data is required to be fetched from the ITSM tool.
```
Key: #StartDate#
ValueType: SQL UDF
VALUE: @@GetFromDateTimeUsingIncidentModifiedDate_Remedy
Key: #EndDate#
ValueType: SQL UDF
VALUE: @@GetToolCurrentDateTime_Remedy
```
Figure 9. URL Path Parameters (BMC Remedy – Incident Management)
Request Header Parameters – Please enter the request header parameters as required.

Response Body – In this section, please enter the output of URL query for one of the incidents in JSON format. A sample response is mentioned below:

Response Body –
{
"entries": [
{
"values": {
"Incident Number": "xxxxxxxx",
"Description": "Test ticket please ignore",
"Entry ID": "xxxxxxxx",
"Detailed Description": "Test ticket please ignore",
"Submit Date": "2018-12-06T16:43:52.000+0000",
"Status": "Assigned",
"Last Resolved Date": "dummy",
"Assigned Group": “xxxxxxxx",
"Last Modified Date": "2018-12-06T16:43:52.000+0000"
, "Fraud Alert No.": "xxxxxxxx"
, "Parent_SAP_ID": "xxxxxxxx"
},
"_links": {
"self": [
{
"href": "http://<ipaddress>:<port>/api/arsys/v1/entry/HPD: Help%20Desk/INC000000454748"
}
]
}
}
],
"_links": {
"next": [
{
"href": "http://<ipaddress>:<port>/api/arsys/v1/entry/HPD:Help%20Desk/?q=%27Assigned%20Group%27=%22NOC%22%20AND%20%27Last%20Modified%20Date%27%3E%222018-11-01T15:48:00%22%20AND%20%27Last%20Modified%20Date%27%3C%222018-12-07T15:48:00%22&offset=1&limit=1&fields=values(Incident%20Number,Description,Entry%20ID,Detailed%20Decription,Submit%20Date,Status,Last%20Resolved%20Date,Assigned%20Group,%20Last%20Modified%20Date)"
}
],
"self": [
{
"href": "http://<ipaddress>:<port>/api/arsys/v1/entry/HPD:Help%20Desk/?q=%27Assigned%20Group%27=%22NOC%22%20AND%20%27Last%20Modified%20Date%27%3E%222018-11-01T15:48:00%22%20AND%20%27Last%20Modified%20Date%27%3C%222018-12-07T15:48:00%22&fields=values(Incident%20Number,Description,Entry%20ID,Detailed%20Decription,Submit%20Date,Status,Last%20Resolved%20Date,Assigned%20Group,%20Last%20Modified%20Date)&limit=1"
}
]
}
}

After entering the response, click Extract Keys to add the parameters in the Mandatory Parameter Mapping section.

Mandatory Parameter Mapping – Please map the mandatory parameters to the respective values as mentioned in the screenshot below.

Sample Mandatory Mapping Parameters


Key	Value Type	Value
TicketNumber	JSON.Keys	entries.0. Number
Summary	JSON.Keys	entries.0.short_Description
Description	JSON.Keys	entries.0 Description
CreationDate	JSON.Keys	entries.0.sys_create_on
StatusCode	JSON.Keys	entries.0.incident_Status
ResolvedDate	JSON.Keys	entries.0.closed_at
LastModifiedDate	JSON.Keys	entries.0.updated_on

A screenshot of a computer Description automatically generated — Figure 10. **Mandatory Parameter Mapping**

If you need to add Optional parameters, click Add Response Parameter to add more parameters. For our purpose, we will be adding a couple of extra parameters, as mentioned below, as we need them in the later section.

Sample Optional Mapping Parameters


Key	Value Type	Value
AssignedGroup	JSON.Keys	entries.0.assignment_group.value
Col1	JSON.Keys	entries.0.sys_id

Click Next to proceed to Release Rules Configuration.
On Release Rules tab, type in the details as per the requirement.
In the Connection Details section, enter the following details:
1. URL – Type the URL of the selected service type to release the ticket. It contains the placeholders that display the parameters based on the applied clause and is dependent on the URL or API provided by the tool.
2. Sample URL - http://URL/api/arsys/v1/entry/HPD:IncidentInterface/#TicketID#|#TicketID1#
3. Authentication Type – Please enter the information in line with the Authentication type configured for fetching data configuration previously.
4. Request Method – Select Request Method as PUT from the drop-down.
5. Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 12. Create Data Source (Connection Details)
For password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in Azure Key Vault then select Input Type as Azure Key Vault and then select any of the configured details from the value field. Else if it is available in any Key Vault such as CyberArk or Secret Manager then select Input Type as CyberArk or Secret Manager respectively and then select any of the configured details from the value field.
Figure 13. Password in Plaintext

Figure 14. Password from Key Vault (CyberArk)

Figure 15. Password from Secret Manager

Figure 16. Password from Azure Key Vault

URL Path Parameters – Based on the URL entered earlier, please map the values to the URL Path Parameters. E.g., for the URL entered earlier, please populate the below inputs.

Key: #TicketID#
ValueType: Table Columns
Value:
Select from dropdown that mapped to sys_id from previous screen “Col1”
Key: #TicketID1#
ValueType: Table Columns
Value:
Select from dropdown that mapped to sys_id from previous screen “Col1”

A white line with black lines Description automatically generated with medium confidence — Figure 17. **Release Rules (URL Path Parameters)**

Request Header Parameters – Please enter the request header parameters as required.
Request Body – In this section, please enter the request body in JSON format. A sample request is mentioned below -
```
 { "assignment_group" : "#AssignmentGroup#",
"work_notes" : "#worknotes#" }
```
Figure 18. Release Rules (Request Body)
Response Body – In this section, please enter the response body in JSON format. A sample response is mentioned below -
```
 { "result" : "#success#" }
```
Figure 19. Release Rules (Response Body)
Response Key Value mapping can be done as per the below table.
Sample Response Key Value Mapping

#success# Text Success
Click Save to add the data source.
To bring the tickets within iAutomate scope, a specific queue needs to be configured in the ITSM tool and same must be configured in iAutomate. This is achieved through Manage the Entry Criteria. Please perform the below steps
1. Go to Configuration and click manage Data Sources.
2. On the Data Sources tab, click next to the data source user wants to manage. Manage Entry Criteria screen appears.
  Figure 20. Manage Entry Criteria
3. Select ‘AssignedGroup’ for the Column field and ‘equals to’ for the Operator field.
4. Enter the sys_id of the assignment group in ServiceNow in the Value field.
5. Clause and Sub-Clause fields can also be added based on requirement.
  Figure 21. Manage Entry Criteria (Cont.)
Click Save.