Create Service Now ticket using OSB 12C

Service Now is a SAS service to support IT Service Management for Helpdesk and workflows. This post will help you create a Service Now incident using OSB using Email. I am using JDEV Studio Edition Version 12.2.1.1.0 for the post.

1.       Step1: Create a Business Service in OSB. Set Transport as ‘email’

a.       Service Type: Any XML

b.       Provide your email to the Endpoint URI (this will be overwritten later)

c.       Once saved, Provide SMTP server to the Email Transport Configuration.

2.       Create a WSDL from the below schema-

<xsd:sequence>             <element name="to" type="string" minOccurs="1"/>             <element name="subject" type="string" minOccurs="1"/>             <element name="from" type="string" minOccurs="1"/>             <element name="body" type="string" minOccurs="1"/>             <element name="type" type="string" minOccurs="1"/>             <element name="cc" type="string" minOccurs="0" nillable="true"/>             <element name="name" type="string" minOccurs="0" nillable="true"/>             <element name="content" type="base64Binary" minOccurs="0" nillable="true"/>    </xsd:sequence>

3.       Create a Proxy using the created WSDL. In the route node call the Business Service created in Step 1. Update the transport headers.

4.       Insert into the attachment, if an attachment is needed to be passed -

<con:attachment xmlns:con="http://www.bea.com/wli/sb/context"> <con:Content-Type>{$body/sen:sendEmailRequest//*[local-name()='type']/text()}</con:Content-Type> <con:Content-Transfer-Encoding>base64</con:Content-Transfer-Encoding> <con:body>{$decodedContent}</con:body> </con:attachment>

5.       Finally changes with respect to service now. Verify with Service Now team the email format and the parameters that needs to be sent to have a Service Now ticket created. You can use the below concat to format the request going to Business Service and this will create ticket using the Email API of Service Now.

//constructing the email. needs to be in this order concat('^',  $ticket.group   , fn:codepoints-to-string(10)  , '^',  $ticket.userId     , fn:codepoints-to-string(10), '^',  $ticket.impact    ,  fn:codepoints-to-string(10),  '^',  $ticket.affectedci    ,  fn:codepoints-to-string(10),  '^',  $ticket.area     ,  fn:codepoints-to-string(10),  '^',  $ticket.subarea    ,  fn:codepoints-to-string(10),  '^',  $ticket.urgency     ,  fn:codepoints-to-string(10),  '^',  $ticket.operatorId     ,  fn:codepoints-to-string(10),  '^',  'incident'    ,  fn:codepoints-to-string(10),  '^' , $ticket.nonci,  '^', + $ticket.title  ,   fn:codepoints-to-string(10), '^',   $ticket.description ,  fn:codepoints-to-string(10)  )