Response from an Orchestrator web service call to a third party application

jansi rani krishnan 601

Hi Experts,

I have used the link (http://www.laurierhodes.info/?q=node/101) as a reference for how to make a web-service call to Orchestrator Runbook. A third party application (In my case, Service Now) calls this Runbook which in turn creates a new Incident in SCSM based on the details received as part of web-service call. As per the reference link as mentioned above, Orchestrator web-service sends a standard response structure.

Is there a way where we can customize the Orchestrator's response. I would like to include the newly created Incident number in the response, so that Service-Now can store for their reference. Any help or pointers in this regard is highly appreciated.

Regards,
Jansi

4 answers

Andreas Baumgarten 96,361 Reputation points MVP

2021-10-29T17:01:07.133+00:00

Hi @jansi rani krishnan ,

the Orchestrator Web Service response can't be modified to contain the SCSM IR ID.
The only option is to send a response from an activity inside the runbook itself.
Depending how you create the Incident in SCSM the ID of the related incident should be available on the data bus of the runbook.

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Regards
Andreas Baumgarten
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jansi rani krishnan 601 Reputation points

2021-10-29T17:40:05.62+00:00

Hi Andreas,

Thanks for the response. Hope you are doing good.
Any clue or pointers on how to send the Incident ID to SNOW. Please throw some insights.

Regards,
Jansi
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Andreas Baumgarten 96,361 Reputation points MVP

2021-10-29T17:50:21.63+00:00

Hi @jansi rani krishnan ,

how are you interacting with SNOW from Orchestrator? You could call the SNOW web service and post the SCSM Incident ID back.
I thought you are already interacting from Orchestrator and SNOW.

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Regards
Andreas Baumgarten
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jansi rani krishnan 601 Reputation points

2021-10-31T17:47:42.41+00:00

Hi Andreas,

SNOW wants to return Incident ID in one single transaction. They dont want to receive Incident Id in the next transaction from SCSM.

I have done few changes in my Runbook to send IncidentId and i am trying to return the Incident Id using the Return data Activity as below.

Added the below code in "Run .Net Script" activity.

# Create Incident object $newIR = New-SCSMObject -Class $IRclass -PropertyHashtable $properties -PassThru # Set Affected User if ($irAffectedUserObj -and $newIR) { New-SCSMRelationshipObject -RelationShip $relAffectedUser -Source $newIR -Target $irAffectedUserObj -Bulk } if ($newIR) { $IncidentId = $newIR.Id }

I am getting below error when i execute this Runbook.

Please help me out where am doing wrong.

Andreas Baumgarten 96,361 Reputation points MVP

2021-10-31T18:52:12.363+00:00

Hi @jansi rani krishnan ,

in the error message it's line 40 in your script which is "wrong". You code snippet above only shows 9 lines.

Without seeing the full script it's hard to help. But the $String_$Incidentid = $$IncidentId looks very weird to me ;-)
Not sure what you are doing with this line ... but that's the line I would take a look first.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

jansi rani krishnan 601 Reputation points

2021-11-01T08:53:36.943+00:00

Hi Andreas,

Here is the entire code, which creates a ticket in SCSM based on the inputs from SNOW through a web-service call. I would like to send them the Incident ID which get just created as part of the response. So, I added last if condition to get the Incident ID and added the Return Data activity. When i execute this Runbook using postman (making a web-service call), the Runbook is throwing a warning message as mentioned in the previous post for the Incident Id variable. Please help me out on how to return Incident Id from the Runbook.

Regards,
Jansi

jansi rani krishnan 601 Reputation points

2021-11-01T14:09:37.633+00:00

Hi Andreas,

Very sorry. I had found the issue with my Runbook properties. while declaring the variable for the "Published Data", I made a mistake and the variable name was like "$IncidentId". So, the preceding $ sign was the issue.

I hope i have added the variable in "Return Data" activity in correct way. But the result is not as expected. I was expecting the value of the IncidentId to be displayed in the output. But not the case. Not able to figure out where I was wrong.

Can you please help me where it went wrong?

Regards,
Jansi
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Andreas Baumgarten 96,361 Reputation points MVP

2021-11-01T17:39:56.08+00:00

Hi @jansi rani krishnan ,

have you tried IncidentId instead of Incident_Id in the Return Data activity?
Sometimes special characters can be tricky.

Here I tested with IrID and it returns the data to the runbook that invoked my test runbook with the Incident ID.
I am not sure how postman will work and deal with the return values of a Orchestrator runbook.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten
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jansi rani krishnan 601 Reputation points

2021-11-01T18:48:39.79+00:00

Hi Andreas,

Yes, I have modified the variable name in "Return Data" activity, But no luck. "Run .Net Script" activity returns the Incident ID. Please find below screenshots.

I try to see the value of the "Return Data" using the link

Please advise if anything is missing here.
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Andreas Baumgarten 96,361 Reputation points MVP

2021-11-01T19:02:40.967+00:00

Hi @jansi rani krishnan ,

as I wrote before: The Return Data activity is used to return the related data to the Invoke Runbook activity.
I am not sure if Postman can handle this.

Maybe you have to return the IncidentID to SNOW inside your PowerShell script calling SNOW and return the IncidentID using the corresponding ID of the SNOW object.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten
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jansi rani krishnan 601 Reputation points

2021-11-08T18:07:08.87+00:00

Hi Andreas,

Sorry for the delayed response. I was unwell for few days.
I am getting the Incident ID from the Orchestrator logs. Also, I tried to retrieve the Incident ID from the Orchestrator response to the web-service call as below using the Job GUID.
http://idcsco01t.btworld.net:81/Orchestrator2012/Orchestrator.svc/Jobs(guid'9fcef5ed-aeee-44fb-96b7-81ab8710af41')/Instances

The above URL returns the Runbook Instances URL, through which we can retrieve the output parameters of a Runbook.

I thought if this link can be accessed by the SNOW, the purpose is solved. Unfortunately this link cannot be accessed by the third party application which is not in the client network.

As you suggested to send the Incident ID to SNOW by calling the SNOW API, will this not be treated as a different transaction altogether. SNOW team wants to avoid multiple transactions for the same information.

Please suggests your valuable inputs.

Regards,
Jansi

Andreas Baumgarten 96,361 Reputation points MVP

2021-11-08T18:31:13.293+00:00

Hi @jansi rani krishnan ,

I think it's a different transaction. But anyway, SNOW needs to update the SNOW object with the Incident ID of SCSM and an update is a transaction (at least in my understanding).

The question is: How to get the SCSM ID back to SNOW. My answer is "do it in the same script that is creating the SCSM Incident".

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

jansi rani krishnan 601 Reputation points

2021-11-09T09:30:16.253+00:00

Hi Andreas,

Please find attached below the Orchestrator's Response to the web-service call from SNOW.

147754-orch-response.xml

If you see the bottom of this attachment, it shows few properties as shown below.

I am wondering how an Orchestrator retrieves the ticket information for the parameters like ParentId, ParentIsWaiting, CreatedBy, CreationTime, LastModifiedBy, LastModifiedTIme.

Do you have any idea how this could be included in the response message? In similar manner, can't we customize to include Incident ID?

All I am trying here is to include the Incident ID in the Orch's response as SNOW requested by any chance.
Please share your thoughts.

Regards,
Jansi
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