Retrieving ticket details

This tutorial demonstrates how to use API workflows and retrieve ticket details that are later integrated with Agents and Maestro.

The API workflow aims to retrieve incident details from ServiceNow, then validate and fetch additional information about the ticket creator and their associated company from Salesforce, if available.

1. Créez un workflow d’API.
2. Open Data manager and add the incidentNumber as an Input property, with the following properties:
   • Type : chaîne de caractères
   • Description:  Reference for the incoming ticket number
   • Required: True
3. In Data manager, add incidentObject and isValidCallerIdLink as variables, with the following properties:
   • incidentObject—stores the enriched incident details.
     • Type: Object
     • Default value:  leave empty
   • isValidCallerIdLink—verifies if the caller_id_link retrieved from ServiceNow is a valid URL.
     • Type: Boolean
     • Default value:  false
4. Open the Debug configuration window. In the mandatory incidentNumber field, enter INC0026701.
5. Add a Connector activity and configure it to use the following ServiceNow activity: Search Incidents by Incident Number. This retrieves the incident details based on the incident number provided as input.
   1. Select your ServiceNow connection.
   2. Connect Incident ID to the following variable: workflow > input > incidentNumber.
   3. Rename the activity context output to $context.outputs.incident_1.
6. To check if any incident was found in the previous step, add an If activity with the following condition:

   $context.outputs.incident_1.content && $context.outputs.incident_1.content.length > 0

7. In the Then branch, if any incident is found, proceed to validate the caller_id_link and fetch more details. Add a Try Catch activity.
   1. Inside the Try block, add a Script activity with the following Code:

      const callerIdLink = $context.outputs.incident_1.content[0].caller_id_link;
      const urlRegex = /^(https?|ftp):\/\/[^\s/$.?#].[^\s]*$/i;
      $context.variables.isValidCallerIdLink = (callerIdLink && urlRegex.test(callerIdLink));
      return $context.variables.isValidCallerIdLink;

      Rename the activity to "Validate caller_id link", and the context output name to $context.outputs.Validate_Caller_ID_Link.
   2. Inside the same Try block, add an If activity with the following Condition: $context.variables.isValidCallerIdLink. Rename the activity to "If caller_id_link is valid", and the context output name to $context.outputs.If_Caller_ID_Valid.
   3. In the Then (link valid) branch of the previous If activity, add a Connector activity, Service Now HTTP Request, with the following configuration:
      • ServiceNow connection—ServiceNow Developer Account
      • Méthode—GET

      • URL de la demande—

        $context.outputs.incident_1.content[0].caller_id_link

      Rename the activity to "Get Ticket Creator". The context output name remains as $context.outputs.ServiceNow_HTTP_Request_1.
   4. In the Else (link invalid) branch of the previous If activity, add a Script activity with the following Code:

      console.error("Invalid caller_id_link, skipping 'Get Ticket Creator' activity.");
      return null;

      Rename the activity to "Log invalid caller_id_link", and the context output name to $context.outputs.Log_Invalid_Caller_ID.
   5. Outside of the If activity, but still inside the Try block, add Script activity with the following Code. This activity combines the initial incident details with the fetched creator details into a single incident object.

      const incident = $context.outputs.incident_1.content[0];
      let creatorDetails = null;
      const creatorOutput = $context.outputs.ServiceNow_HTTP_Request_1.content;
      if (creatorOutput && Array.isArray(creatorOutput) && creatorOutput.length > 0) {
        creatorDetails = creatorOutput[0];
      } else if (creatorOutput && typeof creatorOutput === 'object' && creatorOutput !== null) {
        creatorDetails = creatorOutput;
      }
      
      let companyDetails = null;
      const companyOutput = $context.outputs.ServiceNow_HTTP_Request_1.content;
      if (companyOutput && typeof companyOutput === 'object' && companyOutput !== null) {
        companyDetails = companyOutput;
      } else if (companyOutput && Array.isArray(companyOutput) && companyOutput.length > 0) {
        companyDetails = companyOutput[0];
      }
      
      return {
        ...incident,
        creator: creatorDetails,
        company: companyDetails
      };

      Rename the activity to "JS - Incident Object". The context output name remains as $context.outputs.Javascript_1.
   6. Assign the incident object to a variable: add the Assign activity with the following configuration:
      • To variable—Select the incidentObject variable defined in the beginning.

      • Set value—Reference the context name of the previous Script activity:

        $context.outputs.Javascript_1

      Rename the activity to "Assign incidentObject". The context output name remains as $context.outputs.Assign_1.
   7. In the Catch block of the curent Try Catch activity, add a Script activity with the following Code:

      let errorMessage = `Error in Try_Catch_1: ${$error.title || 'Unknown Error'}`;
      if ($error.detail) {
        errorMessage += `\nDetails: ${$error.detail}`;
      }
      if ($error.data && $error.data.status) {
        const statusCode = $error.data.status;
        if (statusCode === 0 || statusCode === -1) {
          errorMessage += "\nNetwork error: Unable to connect to ServiceNow.";
        } else if (statusCode >= 500 && statusCode < 600) {
          errorMessage += "\nServiceNow server error.";
        }
      }
      console.error(errorMessage);
      console.error("Stack Trace:", $error);
      return null;

      Rename the activity to "Log error details", and the context output name to $context.outputs.Log_Error_Catch.
   8. If any error occurs, add an Assign activity to use the simplified incident object with the inital details from ServiceNow:
      • To variable—Select the incidentObject variable defined in the beginning.

      • Set value—

        (($incidentDetails) => ({ id: $incidentDetails.sys_id, number: $incidentDetails.number, short_description: $incidentDetails.short_description, description: $incidentDetails.description, state: $incidentDetails.state, urgency: $incidentDetails.urgency, impact: $incidentDetails.impact, opened_at: $incidentDetails.opened_at, closed_at: $incidentDetails.closed_at }))($context.outputs.curated_search_incident_1.content[0])

      The activity name and the context output name remain as they are.
8. Exit the Try Catch activity and add an empty Response in the Else branch. Rename the Response activity to "No results found".
9. To check if any incident object contains sufficient information about the creator email and company account ID, add an If activity with the following condition:

   $context.variables.incidentObject && $context.variables.incidentObject.creator && $context.variables.incidentObject.creator.email && $context.variables.incidentObject.company && $context.variables.incidentObject.company.account_id

   1. In the Then branch, add a Connector activity and configure it to use the Salesforce activity: Search using SOQL. Rename the activity to "Get Contact" and the context output name to $context.outputs.soqlQuery_1.
   2. In the Query field, open the Expression editor and write:

      "SELECT Id, Name, Email, AccountId FROM Contact WHERE Email = '" + $context.variables.incidentObject.creator.email + "' LIMIT 1"

   3. In the Then branch, add an If activity with the following Condition:

      $context.outputs.soqlQuery_1.content && $context.outputs.soqlQuery_1.content.length > 0

      Rename the activity to "If Contact Found" and the context output name to $context.outputs.If_Contact_Found. This conditional activity checks if a contact was found in Salesforce.
   4. In the Then branch of the "If Contact Found" activity, add a Connector activity and configure it to use Salesforce Get Account activity:
      • Salesforce connection—Salesforce Developer Account

      • Account ID—

        $context.variables.incidentObject.company.account_id

      Rename the context output to $context.outputs.curated_account_1. This activity retrieves account details from Salesforce using the account_id from the enriched incidentObject.
   5. In the Then branch of the "If Contact Found" activity, add a For Each activity and configure it look in: $context.outputs.soqlQuery_1.content. This loop iterates through the results of the Salesforce contact search (though the SOQL query limits to 1). Inside the loop, it attempts to fetch case details related to the found contact.
   6. Inside the body of the For Each loop, add a Connector activity, Service Now HTTP Request, with the following configuration:
      • ServiceNow connection—Salesforce Developer Account
      • Méthode—GET

      • URL de la demande—

        "/services/data/v64.0/sobjects/Case/" + $currentItem.Id

      Rename the activity to "Case Details". The context output name remain as it is.
   7. Exit the For Each loop and add an empty Response activity.
   8. In the Else branch of the "If Contact Found" activity, add a Response activity with the following Response:
      • Response—

        "No Salesforce Contact found for the incident creator email."

      Rename the activity to "Return No Contact Found Error".