ServiceNow webhook script

[jonpangburn]

I am customizing the java script in the ServiceNow webhook to better fit our environment but have ran into a roadblock.
What I would like the script to do is to check the value in SNOW for 'assigned_to' and if populated with any non-null value through an error.
This is to prevent it from automatically resolving an incident that has already been assigned to someone.
Thanks for any assistance because I am not a coder by any means.
Below is the current code:

var ServiceNow = {
params: {},

setParams: function (params) {
if (typeof params !== 'object') {
return;
}

ServiceNow.params = params;
if (typeof ServiceNow.params.url === 'string') {
if (!ServiceNow.params.url.endsWith('/')) {
ServiceNow.params.url += '/';
}

ServiceNow.params.url += 'api/now/table/incident';
}
},

setProxy: function (HTTPProxy) {
ServiceNow.HTTPProxy = HTTPProxy;
},

setFields: function (data, fields) {
if (typeof fields === 'object' && Object.keys(fields).length) {
Object.keys(fields)
.forEach(function(field) {
data[field] = (fields[field].match(/^\d{4}\.\d{2}\.\d{2}$/) !== null)
? fields[field].replace(/\./g, '-')
: fields[field];
});
}
},

request: function (method, data) {
['url', 'user', 'password'].forEach(function (field) {
if (typeof ServiceNow.params !== 'object' || typeof ServiceNow.params[field] === 'undefined'
|| ServiceNow.params[field] === '' ) {
throw 'Required ServiceNow param is not set: "' + field + '".';
}
});

var response,
url = ServiceNow.params.url,
request = new HttpRequest();

request.addHeader('Content-Type: application/json');
request.addHeader('Authorization: Basic ' + btoa(ServiceNow.params.user + ':' + ServiceNow.params.password));

if (typeof ServiceNow.HTTPProxy !== 'undefined' && ServiceNow.HTTPProxy !== '') {
request.setProxy(ServiceNow.HTTPProxy);
}

if (typeof data !== 'undefined') {
data = JSON.stringify(data);
}

Zabbix.log(4, '[ ServiceNow Webhook ] Sending request: ' + url + ((typeof data === 'string')
? ('\n' + data)
: ''));

switch (method) {
case 'get':
response = request.get(url, data);
break;

case 'post':
response = request.post(url, data);
break;

case 'put':
response = request.put(url, data);
break;

default:
throw 'Unsupported HTTP request method: ' + method;
}

Zabbix.log(4, '[ ServiceNow Webhook ] Received response with status code ' +
request.getStatus() + '\n' + response);

if (response !== null) {
try {
response = JSON.parse(response);
}
catch (error) {
Zabbix.log(4, '[ ServiceNow Webhook ] Failed to parse response received from ServiceNow');
response = null;
}
}

if (request.getStatus() < 200 || request.getStatus() >= 300) {
var message = 'Request failed with status code ' + request.getStatus();

if (response !== null && typeof response.error.message !== 'undefined'
&& Object.keys(response.error).length > 0) {
message += ': ' + JSON.stringify(response.error.message);
}

throw message + ' Check debug log for more information.';
}
else if (typeof response.result !== 'object' || typeof response.result.sys_id === 'undefined') {
throw 'Cannot create ServiceNow incident. Check debug log for more information.';
}

return response.result;
}
};

try {
var params = JSON.parse(value),
fields = {},
servicenow = {},
data = {},
result = {tags: {}},
required_params = [
'alert_subject', 'alert_message', 'event_source', 'event_value',
'event_update_status', 'event_recovery_value', 'event_nseverity',
'caller_id', 'cmdb_ci', 'assignment_group', 'u_first_response', 'contact_type',
'u_business_service', 'category', 'close_code', 'close_notes', 'incident_state', 'subcategory',
],
severities = [
{name: 'not_classified', color: '#97AAB3'},
{name: 'information', color: '#7499FF'},
{name: 'warning', color: '#FFC859'},
{name: 'average', color: '#FFA059'},
{name: 'high', color: '#E97659'},
{name: 'disaster', color: '#E45959'},
{name: 'resolved', color: '#009900'},
{name: 'default', color: '#000000'}
],
method = 'post',
process_tags = true;

Object.keys(params)
.forEach(function (key) {
if (key.startsWith('servicenow_')) {
servicenow[key.substring(11)] = params[key];
}
else if (key.startsWith('u_')) {
fields[key] = params[key];
}
else if (required_params.indexOf(key) !== -1 && params[key] === '') {
throw 'Parameter "' + key + '" can\'t be empty.';
}
});

if ([0, 1, 2, 3].indexOf(parseInt(params.event_source)) === -1) {
throw 'Incorrect "event_source" parameter given: ' + params.event_source + '\nMust be 0-3.';
}

if ([0, 1, 2, 3, 4, 5].indexOf(parseInt(params.event_nseverity)) === -1) {
params.event_nseverity = '7';
}

// Check {EVENT.VALUE} for trigger-based and internal events.
if (params.event_value !== '0' && params.event_value !== '1'
&& (params.event_source === '0' || params.event_source === '3')) {
throw 'Incorrect "event_value" parameter given: ' + params.event_value + '\nMust be 0 or 1.';
}

// Check {EVENT.UPDATE.STATUS} only for trigger-based events.
if (params.event_update_status !== '0' && params.event_update_status !== '1' && params.event_source === '0') {
throw 'Incorrect "event_update_status" parameter given: ' + params.event_update_status + '\nMust be 0 or 1.';
}

if (params.event_source !== '0' && params.event_recovery_value === '0') {
throw 'Recovery operations are supported only for trigger-based actions.';
}

data.short_description = params.alert_subject;
data.description = params.alert_message;
data.comments = params.alert_message;
data.cmdb_ci = params.cmdb_ci;
data.caller_id = params.caller_id;
data.assignment_group = params.assignment_group;
data.contact_type = params.contact_type;
data.u_business_service = params.u_business_service;
data.event_nseverity = params.event_nseverity;

if (typeof params['urgency_for_' + severities[params.event_nseverity].name] !== 'undefined') {
data.urgency = params['urgency_for_' + severities[params.event_nseverity].name];
}

ServiceNow.setParams(servicenow);
ServiceNow.setProxy(params.HTTPProxy);
ServiceNow.setFields(data, fields);

if (params.event_source === '0' && (params.event_value === '0' || params.event_update_status === '1')) {
process_tags = false;
method = 'put';
delete data.description;
delete data.urgency;
delete data.cmdb_ci;
delete data.caller_id;
delete data.assignment_group;
delete data.contact_type;
delete data.u_business_service;
delete data.event_nseverity;
data.incident_state = params.incident_state;
data.close_code = params.close_code;
data.category = params.category;
data.subcategory = params.subcategory;
data.close_notes = params.close_notes;
ServiceNow.params.url += '/' + params.servicenow_sys_id;
}

var response = ServiceNow.request(method, data);

if (process_tags) {
result.tags.__zbx_servicenow_sys_id = response.sys_id;
result.tags.__zbx_servicenow_link = params.servicenow_url +
(params.servicenow_url.endsWith('/') ? '' : '/') + 'incident.do?sys_id=' + response.sys_id;
result.tags.__zbx_servicenow_number = response.number;
}

return JSON.stringify(result);
}
catch (error) {
Zabbix.log(3, '[ ServiceNow Webhook ] ERROR: ' + error);
throw 'Sending failed: ' + error;
}

[Brambo]

I can't help you as it's hard to read to code in just text.
What I can tell you is that we do problem handling purely in Servicenow.
And we send zabbix problems to em_event table of servicenow, based on event management rules those events become alerts and bound to a customer.
An alert can be the starting point of an incident and when alert closes this will follow-up the relationship tree. However there is a big chance the is custom build in servicenow.

I have also added an additional Zabbix severity to Servicenow severity function in the media type. (hint: zabbix severity 0 = Not clasified vs Servicenow severity 0 = clear so you need something to make that matching, zabbix 10 = clear state)
But as our solution is based on multiple servers ( customers) can send towards our Servicenow instance and we add a customer identifier in that message handover for the binding to correct customer