ServiceNow - Status Updates and Close Notes

Overview

JetPatch integration with ServiceNow supports dynamically updating Review Status and Review Notes fields based on Remediation Plan outcomes. This guide explains how to configure these fields and state transitions within ServiceNow to ensure accurate status reporting.

Supported Review Statuses

1. Successful

• Review Status: Successful

• Review Notes: All endpoints patched successfully.

2. Unsuccessful

• Review Status: Unsuccessful

• Review Notes:

  Patching Actions
  Applied: 0
  Not Applied: 3000
  Failed: 0

3. Partially Successful

• Review Status: Partially Successful

• Review Notes: (Example)

  Patching Actions
  Applied: 2317
  Not Applied: 675
  Failed: 51

Configuration Steps

Fields to Configure (intigua.properties)

Ensure the following new properties are set correctly:

itsm.ticket.pg.close-code.field=close_code
itsm.ticket.pg.close-notes.field=close_notes

(Above values are default)

Also, configure the custom fields in ServiceNow (replace u_review_status and u_review_notes with actual field IDs as appropriate):

itsm.property.variables=u_review_status,u_review_notes

Handling Cancelled Remediation Plans

JetPatch sends the word "Cancelled" in the close_notes field when a remediation plan is cancelled.

Updating State Transitions in ServiceNow

Modify the ChangeRequestStateModel script to handle cancellations based on Close Notes:

Example Script:

closed: {
    moving: function() {
        return this.toClosed_moving();
    },
    canMove: function() {
        return this.toClosed_canMove();
    }
},

toClosed_moving: function() {
    var closeNotes = this.getCloseNotes();
    if (closeNotes && closeNotes.toLowerCase().includes('cancelled')) {
        return this.moveToCancelled();
    }
    return true;
},

moveToCancelled: function() {
    this.state = 'cancelled';
    return true;
},

getCloseNotes: function() {
    // Actual logic to retrieve Close Notes field
    return this._gr.getValue("close_notes") || '';
}

Example modification for "Draft" state:

draft: {
    nextState: ["closed", "cancelled"],

    closed: {
        moving: function() {
            return this.toClosed_moving();
        },
        canMove: function() {
            return this.toClosed_canMove();
        }
    },

    cancelled: {
        moving: function() {
            return this.toCancelled_moving();
        },
        canMove: function() {
            return this.toCancelled_canMove();
        }
    }
}

Testing and Validation

After saving your script changes:

• Transition tickets from various states to Closed.

• Ensure that including "Cancelled" in Close Notes automatically transitions the ticket to the Cancelled state.

• Verify Review Status and Notes fields reflect accurate results after each Remediation Plan execution.