Writing a custom script - V1 API



    You will need a working knowledge of:

    • JavaScript Object Notation (JSON)
    • Python


    A custom action script file is generally structured as follows:


    1. Import required packages
    2. Get input arguments
    3. Implement the logic
    4. Return JSON


    Import required packages


    Listed below are the most frequently used packages along with their usage:


    Package    Usage

    Sys    Fetches the input arguments

    json    Manipulates JSON data

    requests    Makes API calls

    datetime    Transforms time from millisec to the required date format


    Get input arguments


    The arguments for the script file can be fetched using sys.argv[index] where index starts from 1 to number of arguments passed.


    When the argument passed is $COMPLETE_JSON_FILE (the path to the file containing the request JSON), the JSON file can be read using the following snippet:


    file_Path = sys.argv[1]
    with open(file_Path) as data_file:
    data = json.load(data_file)



    Implement the logic


    The following snippet is for making an API call:


    with requests.Session() as s:
    url = 'api_url'
    r = s.post(url,verify=True, data=post_data,headers=headers)


    Construct the api_url, post_data and headers as required.


    The following snippet is to transform time from millisec to required date format:


    date = datetime.datetime.fromtimestamp(int(millisec)/1e3).strftime('%d %b %Y, %H:%M:%S')



    Construct return JSON


    A sample JSON such as {"key":"value"} can be constructed a follows:



    json = {}

    json["key"] = "value"



    A sample JSON array such as [{"key":"value"}] can be constructed a follows:


    json = {}

    json["key"] = "value"

    result = []






    Some operations can be performed using the JSON returned from the script. Learn about the operations performed using return JSON here.


    Following is an example that shows the construction of a JSON that updates a request's additional fields JIRA_ISSUE_ID & JIRA_ISSUE_URL and adds a note about it.



    jiraissueid = responseobj['id']

    jiraissueurl = responseobj['self']











    note["notestext"] = "Jira Request Created with ID: "+jiraissueid+"</br> Issue Link:  "+jiraissueurl











    resultjson["result"] = "success"

    resultjson["message"] = "A Jira Request has been Created. Note with the Issue ID and URL has been added."

    resultjson["operation"] = []




    #Returning the JSON





    Input Parameters


    Request parameters and all API parameters can be passed as arguments to script files. Note that arguments cannot be passed to class files.


    The following table lists the supported arguments.


    Parameter    Returns Request Property

    $WORKORDERID    Request ID

    $REQUESTER    Name of the requester

    $CREATEDBY    Name of the technician who created the ticket on requester's behalf

    $CREATEDTIME    Time at which the request was created (Millisec)

    $DUEBYTIME    Due by time (Millisec)

    $RESPONSEDUEBYTIME    Response due by time (Millisec)

    $RESPONDEDTIME    Time at which the request was responded to (Millisec)

    $RESOLVEDTIME    Time at which the request was resolved (Millisec)

    $COMPLETEDTIME    Time at which the request was closed (Millisec)

    $SHORTDESCRIPTION    Shortened description

    $TIMESPENTONREQ    Time spent on request (Hours and minutes)

    $SUBJECT    Subject

    $REQUESTTEMPLATE    Request template using which the corresponding request was created (String)

    $MODE    Mode (String)

    $SLA    Service Level Agreement (String)

    $ASSET    Asset (String)

    $DEPARTMENT    Department (String)

    $EDITORID    The user ID of the Editor of the Service Request (Long)

    $EDITING_STATUS    The editing status of the Service Request (Long)

    $IS_CATALOG_TEMPLATE    Denotes whether the request is created using service catalog or incident catalog (Boolean)

    $SITE    Site (String)

    $ISVIPUSER    Indicates whether the user is a VIP or not (Yes or no)

    $SERVICE    Service category (String)

    $CATEGORY    Category (String)

    $SUBCATEGORY    Subcategory (String)

    $ITEM    Item (String)

    $TECHNICIAN    Name of the Technician assigned

    $TECHNICIAN_LOGINNAME    Login name of the logged in technician

    $STATUS    Status (String)

    $PRIORITY    Priority (String)

    $LEVEL    Level (String)

    $IMPACT    Impact (String)

    $URGENCY    Urgency (String)

    $IMPACTDETAILS    Impact Details

    $REQUESTTYPE    Type of the Request

    $APPROVAL_STATUS    The Approval status of the request (String)

    $CLOSURECODE    Reason for closing a request (String)

    $CLOSURECOMMENTS    Explanation for closing the request

    $FCR    First Call Resolution (Boolean)

    $YETTOREPLYCOUNT    A count of the number of replies to which the technician has not yet replied

    $GROUP    Group (String)

    $DESCRIPTION    Full description

    $LOGIN_NAME    Login name through which the request was raised

    $LOGGEDIN_USER_NAME    Display name of the user who raised the request




    Other supported parameters 


    $DIFF_JSON ---> When a request is updated, the difference in the previous data and updated data will be passed as JSON string.

    $COMPLETE_JSON_FILE ---> Complete request object and the difference object will be saved to a JSON file and the file path will be passed as string. E.g. (SDP_Home\integration\custom_scripts\request\12_1426143538036.JSON).



    $COMPLETE_JSON structure



      "request": {

        "WORKORDERID": "17",

        "REQUESTER": "Annie",

        "CREATEDBY": "Heather Graham",

        "CREATEDTIME": "1477984359352",

        "DUEBYTIME": "1477991559352",

        "RESPONSEDUEBYTIME": "1477991559052",

        "RESPONDEDTIME": "0",

        "RESOLVEDTIME": "0",

        "COMPLETEDTIME": "0",

        "SHORTDESCRIPTION": "Please create a user account for the new joinee and provide the requested resources.",

        "TIMESPENTONREQ": "0hrs 0min",

        "SUBJECT": "New hire request form",

        "REQUESTTEMPLATE": "New Hire",

        "MODE": "Web Form",

        "SLA": "Medium SLA",

        "ASSET": "iPhone 6 - PO# Apple_iPhone_43[52], MacBook Pro",

        "IS_CATALOG_TEMPLATE": "false",

        "SITE": "Zoho Corp - Chennai",

        "ISVIPUSER": "No",

        "SERVICE": "User Management",

        "CATEGORY": "User Administration",

        "TECHNICIAN": "Shawn Adams",

        "TECHNICIAN_LOGINNAME": "shawn.adams",

        "STATUS": "Open",

        "PRIORITY": "Medium",

        "LEVEL": "Tier 1",

        "IMPACT": "Medium",

        "URGENCY": "Normal",

        "REQUESTTYPE": "New Joinee Request",

        "FCR": "false",

        "INTERESTEDPARTY": "hradmin1@org.com,hradmin2@org.com",

        "GROUP": "HR group",

        "DESCRIPTION": "Please create a user account for the new joinee and provide the requested resources.",

        "Languages Known": [





        "Job Type": "Software Developer Engineer",

        "Qualification": "B. Tech Computer Science",

        "Address": "My Door No : xx,\r\nMy street name,\r\nCity I live in.\r\nPostal code",

        "Expected DOJ": "15 Nov 2016, 08:00:00",

        "New Joinee Name": "John William",

        "Years of Experience": "2.0",

        "LOGIN_NAME": "heather.graham",

        "LOGGEDIN_USER_NAME": "Heather Graham"





    $DIFF_JSON structure



      "diff": {

        "DUEBYTIME": {

          "OLD": "1476961659524",

          "NEW": "1476940059524"


        "MODE": {

          "OLD": "E-Mail",

          "NEW": "Phone Call"


        "SLA": {

          "OLD": "Low SLA",

          "NEW": "Medium SLA"


        "SERVICE": {

          "OLD": "",

          "NEW": "Data Management"


        "CATEGORY": {

          "OLD": "Desktop Hardware",

          "NEW": "General"


        "TECHNICIAN": {

          "OLD": "Howard Stern",

          "NEW": "Jeniffer Doe"


        "PRIORITY": {

          "OLD": "Low",

          "NEW": "Medium"


        "LEVEL": {

          "OLD": "",

          "NEW": "Tier 2"


        "IMPACT": {

          "OLD": "Low",

          "NEW": "Medium"


        "URGENCY": {

          "OLD": "Low",

          "NEW": "Normal"


        "REQUESTTYPE": {

          "OLD": "Incident",

          "NEW": "Request For Information"


        "GROUP": {

          "OLD": "Network",

          "NEW": "Printer Problems"





    Whenever a request is edited, the DIFF_JSON is produced which can be used to devise workflows based on fields changes.




    $COMPLETE_JSON_FILE denotes the file path of the file that has both the $COMPLETE_JSON and $DIFF_JSON together in a single JSON. Instead of passing too many parameters to the class/script, the file path can be passed and the script can open the file and access the required values.


    The file is created temporarily and is deleted after the script is executed.


    The temporary JSON file is created in SDP_Home\integration\custom_scripts\request\ directory, file name being <requestid_timestamp>.json.

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