Configure Webhooks for ServiceNow and Zapier Applications in RUCKUS One

Scripted Rest APIs Configuration

• Name: Enter the name of the service.
• API ID: Enter the API ID.
• Protection Policy: Select the appropriate policy from the menu.
• Application: Enter the scope of the application. In this example scope is set to Global.
• API Namespace: A system generated value is populated.

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
  // Secret shared between Ruckus One and ServiceNow
  // to ensure the authenticity of data received.
  var secret = "<secret>";

  // Change value to assign incident to specific group,
  // leave as is to not assign to any group
  var assignment_group = "<assignment_group>";

  // Change value to assign incident to specific person,
  // leave as is to not assign to any person
  var assigned_to = "<assigned_to>";

  // Mapping of ROne incident severity to
  // ServiceNow incident Impact and Urgency field
  var impactAndUrgencyMap = {
    P1: { impact: 1 /* High */, urgency: 1 /* High */ },
    P2: { impact: 2 /* Medium */, urgency: 1 /* High */ },
    P3: { impact: 2 /* Medium */, urgency: 2 /* Medium */ },
    P4: { impact: 3 /* Low */, urgency: 3 /* Low */ }
  };

  // Mapping of ROne incident status to
  // ServiceNow incident State field
  var stateMap = {
    'new': 1 /* New */,
    'ongoing': 1 /* New */,
    'finished': 6 /* Resolved */
  };

  var data = request.body.data;
  // 1. Ensure request uses correct shared secret key
  if (data.secret == secret) {
    var mode; // insert or update
    var event = data.payload;

    var inc = new GlideRecord('incident');

    // 2. Check if incident exists
    inc.addQuery('number', event.id);
    inc.query();

    if (inc.hasNext()) {
      inc.next();
      mode = "update";
    } else {
      inc.initialize();
      mode = "insert";
    }

    // 3. Add/update fields
    inc.number = event.id;
    inc.state = stateMap[event.status];
    inc.impact = impactAndUrgencyMap[event.severity].impact;
    inc.urgency = impactAndUrgencyMap[event.severity].urgency;
    inc.short_description = event.title;
    inc.description = getDescription(event);

    // 4. Assign incident to specific group or person
    if (assigned_to != "<assigned_to>") {
      inc.assigned_to = assigned_to;
    }
    if (assignment_group != "<assignment_group>") {
      inc.assignment_group.setDisplayValue(assignment_group);
    }

    // 5. Insert/Update the incident
    inc[mode]();

    var status = mode + (mode == 'insert' ? 'ed' : 'd');
    gs.info('incident ' + event.id + ' ' + status);
  } else {
    gs.warn("Invalid secret to run Ruckus One webhook");
  }

  // Respond to the Webhook
  response.setStatus(200);

  /**
   * Generate description for incident
   */
  function getDescription (event) {
    return [
      'Incident URL: ' + event.link,
      '',
      'Details:',
      '------------------------------------------------',
      'Client Impact Count: ' +
        event.impactedClientCount +
        ' of ' +
        event.clientCount +
        ' (' + event.impactedClientPercentage + ')',
      'Incident Category: ' + event.category,
      'Incident Sub-Category: ' + event.subCategory,
      'Type: ' + event.impactedAreaType,
      'Scope: ' + event.impactedAreaName,
      'Hierarchy: ' + event.impactedAreaHierarchy,
      'Duration: ' + event.duration,
      'Event Start Time: ' + event.startTime,
      'Event End Time: ' + event.endTime,
      '',
      'ROOT CAUSE ANALYSIS:',
      '------------------------------------------------',
      event.rootCauses,
      '',
      'RECOMMENDED ACTION:',
      '------------------------------------------------',
      event.recommendations
    ].join('\n');
  }
})(request, response);

• Name: Enter the name of the webhook.
• Webhook URL: Enter the URL by appending the domain URL (for example, https://dev-123.service-now.com) and the Base API Path from the ServiceNow record (for example, /api/93874/ruckus_one_incidents).
• Secret: Enter the secret key generated for authentication from the service record.
• Event Types: Select the event types from severity P1 to P4.
• Enable: If webhook URL is enabled, ServiceNow will receive notifications about the incidents.

After setting up the Catch Hook trigger, Zapier will generate a unique webhook URL. Copy this URL as it is used to configure webhook in RUCKUS One as described in step 7.

• Name: Enter the name of the webhook.
• Webhook URL: Enter the webhook URL from the Zapier interface.
• Secret: Enter secret key for data authentication between RUCKUS One and Zapier.
• Event Types: Select the event types from severity P1 to P4.
• Enabled: If webhook URL is enabled, Zapier will receive notifications about the incidents.
• Click Send a Sample Incident to continue integration on the Zapier application. When the incident sample has reached Zapier, a success message is relayed on the Create Webhook dialog box in the RUCKUS One web interface.

• Name: Enter the name of the webhook.
• Webhook URL: Enter the webhook URL from the Zapier interface.
• Secret: enter secret key for data authentication between RUCKUS One and Zapier.
• Enable: If webhook URL is enabled, Salesforce will receive notifications about the incidents.
• Click Send a Sample Incident to continue integration on the Zapier application. When the incident sample has reached Zapier, a success message is relayed on the Create Webhook dialog box in the RUCKUS One web interface.