servicenow/servicenow.js

/**
 * Copyright 2023 Google Inc. All Rights Reserved.
 *
 * Licensed under the Apache License, Version 2.0 (the "License");
 * you may not use this file except in compliance with the License.
 * You may obtain a copy of the License at
 *
 *    http://www.apache.org/licenses/LICENSE-2.0
 *
 * Unless required by applicable law or agreed to in writing, software
 * distributed under the License is distributed on an "AS IS" BASIS,
 * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
 * See the License for the specific language governing permissions and
 * limitations under the License.
 */

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
  var requestData = request.body.data;
  var responseMessage = '';

  // create a new ticket
  if (requestData.queryResult.intent.displayName == 'incident.create.details') {
    var username = requestData.queryResult.parameters.username + '';
    var description = requestData.queryResult.parameters.description + '';
  
    var incidentData = new GlideRecord('incident');
    incidentData.initialize();
    incidentData.short_description = description;
    incidentData.caller_id.setDisplayValue(username);
    incidentData.insert();

    responseMessage = 'Ticket number ' + incidentData.number + ' has been created.';
  }

  // get status of ticket
  if (requestData.queryResult.intent.displayName == 'incident.status.number') {
    var incidentNumber = requestData.queryResult.parameters.number + '';

    var incidentData = new GlideRecord('incident');
    incidentData.addQuery('number', 'ENDSWITH', incidentNumber);
    incidentData.query();
    if (incidentData.next()) {
      var assigned_to;
      if (incidentData.assigned_to) {
        assigned_to = incidentData.getDisplayValue('assigned_to');
      } else {
        assigned_to = 'no one';
      }
      responseMessage = 'Incident ' + incidentData.number + ' is currently assigned to ' + assigned_to + '. Current state of the incident is "' + incidentData.getDisplayValue('state') + '". This incident was last updated by ' + incidentData.sys_updated_by + ' on ' + incidentData.sys_updated_on + '. If you would like, you can ask for the update from ' + assigned_to + ' by updating additional comments.';
    } else {
      responseMessage = 'Could not find an incident with the number ' + incidentNumber;
    }
  }

  response.setContentType('application/json');
  response.setStatus(200);

  var response_body = {
    'fulfillmentText': responseMessage,
    'payload': {
      'google': {
        'expectUserResponse': true,
        'richResponse': {
          'items': [
            {
              'simpleResponse': {
                'textToSpeech': responseMessage
              }
            }
          ]
        }
      }
    }
  };

  var writer = response.getStreamWriter();
  writer.writeString(JSON.stringify(response_body));
})(request, response);