hubot-service-now

A hubot script to perform record lookups to a Service Now Instance.

Installation

Add hubot-service-now to your external-scripts.json file:

"dependencies": {
  "hubot": ">=2 <3",
  "hubot-redis-brain": "0.0.3",
  "hubot-service-now": "^1.0.0"
}

Install the package: npm install hubot-service-now --save

Required Environment Variables

In order to use this script, you will need to set a few environment variables:

Environment Variable	Purpose
HUBOT_SERVICE_NOW_INSTANCE	Service Now subdomain that represents instance. For example, devtest of devtest.service-now.com
HUBOT_SERVICE_NOW_DOMAIN	Use instead of HUBOT_SERVICE_NOW_INSTANCE; used to override the full FQDN used to connect to Service Now, useful for internal proxies
HUBOT_SERVICE_NOW_USER	User with API access rights
HUBOT_SERVICE_NOW_PASSWORD	Password associated with above user

Testing

This repository has a Gruntfile that describes a test task, which can be used for testing. The script is tested with chai, nock, and hubot-test-helper, and all new features should have associated tests, before the feature is released. To test the script, run grunt test from the repository root.

Supported Records and Fields

The script currently supports retreiving these record types: CHG, INC, PRB, RITM, and the following fields are returned for each:

Sample Interaction

user1>> hubot snow INC0000001
hubot>>
Found INC0000001:
Short Description: The hamburger has been stolen
Assigned to: Hamburger Recovery
Opened By: Ian Ward
Opened At: 1970-01-01 00:00:00
Priority: 1
State: Work in Progress

Implicit/Explicit Listen Toggle

By default, hubot will only listen for explicit requests (a channel/group mention or direct message, plus the trigger phrase: sn, snow, service now). However, you can optionally enable implicit operation on a per-channel basis. This relies on persistence via a hubot brain (hubot-redis-brain is the only one tested). This per-channel toggle is triggered by the trigger phrase (case insensitive: sn, snow, service now), plus "listen".

A sample interaction is as follows:

user1>> INC0000001
user1>> Bill, please work on INC0000001
user1>> hubot service now listen
hubot>> I will listen for Service Now
user1>> INC0000001
hubot>>
Found INC0000001:
Short Description: The hamburger has been stolen
Assigned to: Hamburger Recovery
Opened By: Ian Ward
Opened At: 1970-01-01 00:00:00
Priority: 1
State: Work in Progress
user1>> Bob, please work on INC0000002 for me.
hubot>>
Found INC0000002:
Short Description: The hamburger recovery team has gotten lost in a health foods store
Assigned to: Hamburger Recovery Recovery
Opened By: Ian Ward
Opened At: 1970-01-02 00:00:00
Priority: 1
State: Work in Progress
user1>> hubot service now listen
hubot>> I won't listen for Service Now
user1>> INC0000001
<no reponse>