Integrate with External System (Webhook)

1(function executeRule(current, previous /*null when async*/) {
2
3  try {
4    // Configuration: Define webhook settings
5    var webhookUrl = gs.getProperty('integration.webhook.url');  // Store URL in system property
6    var webhookEnabled = gs.getProperty('integration.webhook.enabled', 'false') === 'true';
7
8    if (!webhookEnabled || !webhookUrl) {
9      gs.info('Webhook integration disabled or URL not configured');
10      return;
11    }
12
13    // Define conditions for sending webhook
14    var shouldSendWebhook = false;
15
16    // Example 1: Send webhook for high-priority incidents
17    if (current.priority.toString() === '1') {  // Critical priority
18      shouldSendWebhook = true;
19    }
20
21    // Example 2: Send webhook when incident is resolved
22    if (current.state.changesTo('6')) {  // Resolved
23      shouldSendWebhook = true;
24    }
25
26    // Example 3: Send webhook for new incidents
27    if (current.isNewRecord()) {
28      shouldSendWebhook = true;
29    }
30
31    if (!shouldSendWebhook) {
32      return;
33    }
34
35    // Build payload
36    var payload = {
37      event_type: current.isNewRecord() ? 'incident.created' : 'incident.updated',
38      timestamp: new GlideDateTime().getValue(),
39      incident: {
40        sys_id: current.sys_id.toString(),
41        number: current.number.toString(),
42        short_description: current.short_description.toString(),
43        state: current.state.getDisplayValue(),
44        priority: current.priority.getDisplayValue(),
45        urgency: current.urgency.getDisplayValue(),
46        impact: current.impact.getDisplayValue(),
47        category: current.category.toString(),
48        assignment_group: current.assignment_group.getDisplayValue(),
49        assigned_to: current.assigned_to.getDisplayValue(),
50        caller: {
51          name: current.caller_id.getDisplayValue(),
52          email: current.caller_id.email.toString(),
53          phone: current.caller_id.phone.toString()
54        },
55        opened_at: current.opened_at.getDisplayValue(),
56        url: gs.getProperty('glide.servlet.uri') + 'incident.do?sys_id=' + current.sys_id
57      },
58      metadata: {
59        instance: gs.getProperty('instance_name'),
60        updated_by: gs.getUserName()
61      }
62    };
63
64    // Add change-specific data for updates
65    if (!current.isNewRecord() && previous) {
66      payload.changes = [];
67
68      var trackedFields = ['priority', 'state', 'assignment_group', 'assigned_to'];
69      trackedFields.forEach(function(field) {
70        if (current[field].changes()) {
71          payload.changes.push({
72            field: field,
73            old_value: previous[field].getDisplayValue(),
74            new_value: current[field].getDisplayValue()
75          });
76        }
77      });
78    }
79
80    // Create REST message
81    var request = new sn_ws.RESTMessageV2();
82    request.setEndpoint(webhookUrl);
83    request.setHttpMethod('POST');
84
85    // Set headers
86    request.setRequestHeader('Content-Type', 'application/json');
87    request.setRequestHeader('Accept', 'application/json');
88
89    // Add authentication if required
90    var apiKey = gs.getProperty('integration.webhook.api_key');
91    if (apiKey) {
92      request.setRequestHeader('Authorization', 'Bearer ' + apiKey);
93    }
94
95    // Set request body
96    request.setRequestBody(JSON.stringify(payload));
97
98    // Set timeout (30 seconds)
99    request.setHttpTimeout(30000);
100
101    // Execute request
102    var response = request.execute();
103    var statusCode = response.getStatusCode();
104    var responseBody = response.getBody();
105
106    // Log success
107    if (statusCode >= 200 && statusCode < 300) {
108      gs.info('Webhook sent successfully for incident ' + current.number +
109              ', status: ' + statusCode);
110
111      // Optional: Update custom field to track integration status
112      // current.u_webhook_sent = true;
113      // current.u_webhook_sent_at = new GlideDateTime();
114      // current.update();
115    } else {
116      gs.error('Webhook failed for incident ' + current.number +
117               ', status: ' + statusCode + ', response: ' + responseBody);
118    }
119
120  } catch (e) {
121    gs.error('Error sending webhook for incident ' + current.number + ': ' + e.message);
122  }
123
124})(current, previous);