This is the Remote replica for that ticket and Outgoing Script below that.
"version": {
"major": 1,
"minor": 14,
"patch": 0
},
"hubIssue": {
"account_number": "523",
"close_code": "Solved – Fixed by closing related PRB",
"assignment_group": {
"display_value": "I&O Service Desk - Seattle",
"link": "https://carrix.service-now.com//api/now/v2/table/sys_user_group/fd6998416dcbe400666b2d7c37a1c962",
"scala$collection$convert$Wrappers$MapWrapper$$underlying": {}
},
"location_street_address": "700 Pier A Plaza",
"impact": "2 - Medium",
"location_confluence_page": "",
"cause": "",
"location_state": "CA",
"product_name": "GateVision",
"close_notes": "Support was able to restart necessary services, and the ActiveMQ store percent is back to 0.",
"number": "5082",
"caller": "Terry.Evers@Tideworks.com",
"location_name": "Terminal A (pa)",
"urgency": "2 - Medium",
"account_legal_name": "BNSF Railway Company (BN01)\r\n",
"location_city": "Long Beach",
"account_friendly_name": "BNSF Railway",
"state": "Closed",
"incident": "INC0504173",
"assigned_to": "Brendan.George@Tideworks.com",
"components": [],
"attachments": [],
"voters": [],
"customFields": {},
"description": "The ActiveMQ store percent is current 62. We should restart ActiveMQ and JBoss at their earliest convenience.",
"watchers": [],
"fixVersions": [],
"key": "a3d0bf071b852c1098df2f066e4bcbde",
"summary": "ActiveMQ store percent is current 62",
"comments": [
{
"id": "990950971b0d2c1098df2f066e4bcb91",
"author": {
"key": "Terry.Evers@Tideworks.com",
"active": false,
"displayName": "Terry.Evers@Tideworks.com",
"username": "Terry.Evers@Tideworks.com"
},
"body": "Incident [code]<a href='/incident.do?sys_id=68bf6f431b852c1098df2f066e4bcbed'>INC0504173</a>[/code] has been updated to state - Solution Proposed\nResolution Code - Solved (Permanently)\nResolution Notes - After the JBoss and ActiveMQ restarts the ActiveMQ store percent is back to 0.",
"created": 1608251587000,
"internal": true,
"restrictSync": false
},
{
"id": "80181c171b0d2c1098df2f066e4bcb8c",
"author": {
"key": "Terry.Evers@Tideworks.com",
"active": false,
"displayName": "Terry.Evers@Tideworks.com",
"username": "Terry.Evers@Tideworks.com"
},
"body": "[code]<p>Stopped JBoss, restarted ActiveMQ, and JBoss is starting back up.</p>[/code]",
"created": 1608251336000,
"internal": true,
"restrictSync": false
},
{
"id": "a1b173c71b852c1098df2f066e4bcb05",
"author": {
"key": "Terry.Evers@Tideworks.com",
"active": false,
"displayName": "Terry.Evers@Tideworks.com",
"username": "Terry.Evers@Tideworks.com"
},
"body": "[code]<p>I saw an alert earlier that bnsiggv02 was down. The ActiveMQ store percent seems to increase anytime BNSIG has network or server issues. I checked the AcrtiveMQ admin page and found the high store percent. Not high enough to causes issues, but we need to reset it at the earliest convenience. It is scheduled for 4pm today.</p>[/code]",
"created": 1608241283000,
"internal": true,
"restrictSync": false
},
{
"id": "23d0bf071b852c1098df2f066e4bcbe4",
"author": {
"key": "Terry.Evers@Tideworks.com",
"active": false,
"displayName": "Terry.Evers@Tideworks.com",
"username": "Terry.Evers@Tideworks.com"
},
"body": "[code]<p>Draughn spoke with BNSIG. They gave the OK to restart after 4pm.</p>[/code]",
"created": 1608241061000,
"internal": true,
"restrictSync": false
}
],
"internalMap": {
"account_number": "523",
"close_code": "Solved – Fixed by closing related PRB",
"assignment_group": {
"display_value": "I&O Service Desk - Seattle",
"link": "https://carrix.service-now.com//api/now/v2/table/sys_user_group/fd6998416dcbe400666b2d7c37a1c962",
"scala$collection$convert$Wrappers$MapWrapper$$underlying": {}
},
"location_street_address": "700 Pier A Plaza",
"impact": "2 - Medium",
"location_confluence_page": "",
"cause": "",
"location_state": "CA",
"product_name": "GateVision",
"close_notes": "Support was able to restart necessary services, and the ActiveMQ store percent is back to 0.",
"number": "5082",
"caller": "Terry.Evers@Tideworks.com",
"location_name": "Terminal A (pa)",
"urgency": "2 - Medium",
"account_legal_name": "BNSF Railway Company (BN01)\r\n",
"location_city": "Long Beach",
"account_friendly_name": "BNSF Railway",
"state": "Closed",
"incident": "INC0504173",
"assigned_to": "Brendan.George@Tideworks.com"
},
"priority": {
"name": "Normal",
"description": ""
},
"labels": [],
"customKeys": {},
"workLogs": [],
"affectedVersions": [],
"entityProperties": {}
},
"issueUrl": "https://carrix.service-now.com//nav_to.do?uri=sn_customerservice_case.do?sys_id=a3d0bf071b852c1098df2f066e4bcbde"
}
def tideworks_appplication = productMap[replica.tideworks_application] ?: replica.tideworks_application //def productName = productMap[replica.product_name] ?: replica.product_name //issue.customFields."Tideworks Applications".value.value = "sim" //productName // commented out because this line is only blanking out the application field
if (replica.priority == "Critical") { issue.customFields."Critical"?.value = true }
def priorityMapping = [ // remote side priority <-> local side priority "Critical" : "urgent", "Important" : "high", "Normal" : "normal", "Informational" : "low" ] def priorityName = priorityMapping[replica.priority?.name] ?: "normal" // set default priority in case the proper urgency could not be found issue.priority = nodeHelper.getPriority(priorityName) //priorityName)
Here is an example for ticket 5082
This is the Remote replica for that ticket and Outgoing Script below that.
"version": { "major": 1, "minor": 14, "patch": 0 }, "hubIssue": { "account_number": "523", "close_code": "Solved – Fixed by closing related PRB", "assignment_group": { "display_value": "I&O Service Desk - Seattle", "link": "https://carrix.service-now.com//api/now/v2/table/sys_user_group/fd6998416dcbe400666b2d7c37a1c962", "scala$collection$convert$Wrappers$MapWrapper$$underlying": {} }, "location_street_address": "700 Pier A Plaza", "impact": "2 - Medium", "location_confluence_page": "", "cause": "", "location_state": "CA", "product_name": "GateVision", "close_notes": "Support was able to restart necessary services, and the ActiveMQ store percent is back to 0.", "number": "5082", "caller": "Terry.Evers@Tideworks.com", "location_name": "Terminal A (pa)", "urgency": "2 - Medium", "account_legal_name": "BNSF Railway Company (BN01)\r\n", "location_city": "Long Beach", "account_friendly_name": "BNSF Railway", "state": "Closed", "incident": "INC0504173", "assigned_to": "Brendan.George@Tideworks.com", "components": [], "attachments": [], "voters": [], "customFields": {}, "description": "The ActiveMQ store percent is current 62. We should restart ActiveMQ and JBoss at their earliest convenience.", "watchers": [], "fixVersions": [], "key": "a3d0bf071b852c1098df2f066e4bcbde", "summary": "ActiveMQ store percent is current 62", "comments": [ { "id": "990950971b0d2c1098df2f066e4bcb91", "author": { "key": "Terry.Evers@Tideworks.com", "active": false, "displayName": "Terry.Evers@Tideworks.com", "username": "Terry.Evers@Tideworks.com" }, "body": "Incident [code]<a href='/incident.do?sys_id=68bf6f431b852c1098df2f066e4bcbed'>INC0504173</a>[/code] has been updated to state - Solution Proposed\nResolution Code - Solved (Permanently)\nResolution Notes - After the JBoss and ActiveMQ restarts the ActiveMQ store percent is back to 0.", "created": 1608251587000, "internal": true, "restrictSync": false }, { "id": "80181c171b0d2c1098df2f066e4bcb8c", "author": { "key": "Terry.Evers@Tideworks.com", "active": false, "displayName": "Terry.Evers@Tideworks.com", "username": "Terry.Evers@Tideworks.com" }, "body": "[code]<p>Stopped JBoss, restarted ActiveMQ, and JBoss is starting back up.</p>[/code]", "created": 1608251336000, "internal": true, "restrictSync": false }, { "id": "a1b173c71b852c1098df2f066e4bcb05", "author": { "key": "Terry.Evers@Tideworks.com", "active": false, "displayName": "Terry.Evers@Tideworks.com", "username": "Terry.Evers@Tideworks.com" }, "body": "[code]<p>I saw an alert earlier that bnsiggv02 was down. The ActiveMQ store percent seems to increase anytime BNSIG has network or server issues. I checked the AcrtiveMQ admin page and found the high store percent. Not high enough to causes issues, but we need to reset it at the earliest convenience. It is scheduled for 4pm today.</p>[/code]", "created": 1608241283000, "internal": true, "restrictSync": false }, { "id": "23d0bf071b852c1098df2f066e4bcbe4", "author": { "key": "Terry.Evers@Tideworks.com", "active": false, "displayName": "Terry.Evers@Tideworks.com", "username": "Terry.Evers@Tideworks.com" }, "body": "[code]<p>Draughn spoke with BNSIG. They gave the OK to restart after 4pm.</p>[/code]", "created": 1608241061000, "internal": true, "restrictSync": false } ], "internalMap": { "account_number": "523", "close_code": "Solved – Fixed by closing related PRB", "assignment_group": { "display_value": "I&O Service Desk - Seattle", "link": "https://carrix.service-now.com//api/now/v2/table/sys_user_group/fd6998416dcbe400666b2d7c37a1c962", "scala$collection$convert$Wrappers$MapWrapper$$underlying": {} }, "location_street_address": "700 Pier A Plaza", "impact": "2 - Medium", "location_confluence_page": "", "cause": "", "location_state": "CA", "product_name": "GateVision", "close_notes": "Support was able to restart necessary services, and the ActiveMQ store percent is back to 0.", "number": "5082", "caller": "Terry.Evers@Tideworks.com", "location_name": "Terminal A (pa)", "urgency": "2 - Medium", "account_legal_name": "BNSF Railway Company (BN01)\r\n", "location_city": "Long Beach", "account_friendly_name": "BNSF Railway", "state": "Closed", "incident": "INC0504173", "assigned_to": "Brendan.George@Tideworks.com" }, "priority": { "name": "Normal", "description": "" }, "labels": [], "customKeys": {}, "workLogs": [], "affectedVersions": [], "entityProperties": {} }, "issueUrl": "https://carrix.service-now.com//nav_to.do?uri=sn_customerservice_case.do?sys_id=a3d0bf071b852c1098df2f066e4bcbde" }Remote Replica
if (issue.status?.name == "closed") return;
issue.key = replica.key
//issue.organization = replica.location_name
def locationToOrg = [
//"Santa Marta International Terminal (smit)" : "361142949531",
"Santa Marta International Terminal (smit)" : "361142949531",
// "Advent Intermodal Solutions (emod)" : "361145089832",
"Advent Intermodal" :"361145089832",
//"Matson Navigation" : "361082465291",
"Matson Navigation" : "361234218192",
"Seattle - Main (sea)" : "361082465291",
"Bethlehem" : "361142948111",
"Buffalo" : "361142948111",
"Chambersburg" : "361142948131",
"Detroit" : "361142948151",
"East St Louis" : "361142948171",
"Evansville" : "361142948211",
"Fairburn" : "361142948211",
"Indianapolis" : "361142948231",
"Louisville (LOU)" : "361142948271",
"Memphis" : "361142948291",
"Nashville" : "361142948311",
"North Bergen" : "361142948351",
"NWOH" : "361142948371",
"Philadelphia" : "361142948391",
"Savannah" : "361142948451",
"South Kearny" : "361142948471",
"Springfield" : "361142948491",
"Syracuse" : "361142948511",
"Tacoma Terminal (tac)" : "361142948511",
"Tampa" : "361142948531",
"Winterhaven" : "361142948591",
"Worcester (csxw)" : "361142948611",
"Port San Diego" : "361142948651",
"Freeport (fpo)" : "361142948671",
"Guayaquil (gye)" : "361142948691",
"Gulfport (gpt)" : "361142948711",
"Port Everglades (pef)" : "361142948751",
"Westlake Village" : "361142948811",
"Port of Wilmington (dwil)" : "361142948831",
"Portroe" : "361142948851",
"DRS - Philadelphia" : "361142948871",
"DRS/Tioga - Philadelphia" : "361142948891",
"Florida International Terminal (fit)" : "361142948911",
"Freightliner - Birmingham Terminal (bift)" : "361142948951",
"Freightliner - Bristol Railport" : "361142948971",
"Freightliner - Cleveland Terminal" : "361142949011",
"Freightliner - Coatbridge Railport" : "361142949031",
"Freightliner - Corporate" : "361142949051",
"Freightliner - Daventry" : "361142949071",
"Freightliner - Ditton" : "361142949091",
"Freightliner - Leeds Terminal" : "361142949111",
"Freightliner - Liverpool Terminal" : "361142949131",
"Freightliner - Manchester Terminal" : "361142949151",
"Freightliner - Scunthorpe" : "361142949171",
"Freightliner - Southampton" : "361142949191",
"Freightliner - Thamesport Terminal" : "361142949191",
"Southhampton" : "361142949191",
"Freightliner - Thamesport" : "361142949211",
"Freightliner - Tilbury Ramp" : "361142949231",
"Kingston Wharves Ltd (kwl)" : "361142949251",
"Koniambo Nickel SAS (kns)" : "361142949271",
"Little Ferry" : "361142949291",
"Luka Koper (kop)" : "361142949291",
//"Conley Terminal (mct)" : "361142949311",
"Massport-Conley Terminal" : "361142949311",
"Fergusson Container Terminal" : "361142949331",
"New Orleans" : "361142949351",
"New Orleans Terminal (nol)" : "361142949351",
"POMTOC" : "361142949371",
"Port Everglades Terminal" : "361145090012",
"Port Everglades Terminal (pet)" : "361142949391",
//"Port Lafito Haiti (plh)" : "361142949411",
"Port Lafito, Haiti" :"361142949411",
"North Intermodal Rail Yard (nim)" : "361142949451",
"PSA Halifax (hal)" : "361142949491",
"Red Hook Container Terminal (red)" : "361142949511",
"Santa Marta International Terminal (smit)" : "361142949531",
"SCIP - Dillon (ipd)" : "361142949551",
"SCPA - North Charleston Terminal (nit)" : "361142949571",
"Wando Welch Terminal (wwt)" : "361142949591",
"Blount Island Terminal" : "361142949611",
"Jacksonville Blount Island (bij)" : "361142949611",
"SSA Atlantic - Jacksonville Blount Island (bij)" : "361142949611",
"SSA Marine - SLC" : "361142949631",
"Manzanillo (zlo)" : "361142949651",
"SSA Mexico - Manzanillo (zlo)" : "361142949651",
"SSA Panama - Colon (mit)" : "361142949671",
"SSA SV International Chile Limitada" : "361142949691",
"B63" : "361142949711",
"C60 " : "361142949731",
"Matson Tacoma (TAM)" : "361142949751",
"SSAT - Matson Tacoma (TAM)" : "361142949751",
//"Oakland International Container Terminal (oict)" : "361142949771",
//"PCT" : "361142949791",
"Pacific Maritime Services - PMS/PCT (Long Beach, CA)": "361142949791",
//"SSAT - Oakland International Container Terminal (oict)" : "361142949771",
"SSA Terminals - Oakland (OICT) - Berth 59": "361142949771",
//"SSAT - PCT" : "361142949791",
"SSAT Pier A (Long Beach, CA)":"361142949791",
"SSAT - Terminal 5 (T5)" : "361142949811",
"Terminal 18 (t18)" : "361142949831",
"Terminal 25/30 (t30)" : "361142949851",
"Terminal A (pa)" : "361142949871",
"SSIT - Vietnam" : "361142949891",
"STE - Alameda (sta)" : "361142949911",
"Carson (stl)" : "361142949951",
//"STE - Carson (stl)" : "361142949951",
"Carson (stl)" : "361142949951",
"French Camp (stf)" : "361142949971",
"STE - French Camp (stf)" : "361142949971",
"STE - Middle Road" : "361142949991",
"Oakland (sto)" : "361142950011",
"STE - Oakland (sto)" : "361142950011",
"STE - Tukwila (sts)" : "361142950031",
"Tukwila (sts)" : "361142950031",
"Vale Nouvelle Caledonie" : "361142950031",
"STE - Wilmington (stw)" : "361142950051",
"Wilmington (stw)" : "361142950051",
"STI - San Antonio Terminal Internacional (sai)" : "361142950071",
"SVTI - San Vicente Terminal Internacional" : "361142950091",
"Terminal 54/55 (b54)" : "361142950111",
"Anchorage Office/Terminal (anc)" : "361142950171",
"San Juan Administrative Office (ssl)" : "361142950211",
"Trapac LA" : "361142950291",
"Tuxpan Terminal (tpt)" : "361142950311",
"YTI - Oakland" : "361142950351",
"Advent Intermodal Solutions (emod)" : "361145089832",
"Baltic Container Terminal (bct)" : "361145089852",
"Barranquilla Container Terminal - (bitco)" : "361145089872",
"BNSF (ssih) South Seattle Intermodal Facility" : "361145089932",
"CN Headquarters" : "361145089972",
"Crowley - San Juan (sjc)" : "361145090032",
"Portsmouth" : "361145090052",
"Main Office Jacksonville" : "361145090072",
"BNSF - Logistics Park Chicago (lpc)" : "361159557252",
"Freightliner - Doncaster Railport" : "361174665391",
"Freightliner - Teesport" : "361174665931",
"Felixstowe" : "361177035652",
"Freightliner - Hams Hall" : "361177035772",
"Bessemer Terminal" : "361177578311",
"Bedford Park" : "361177583691",
"Cincinnati" : "361177584291",
"Cleveland" : "361177585351",
"Columbus (colm)" : "361177586711",
"Jacksonville" : "361177593511",
"Charlotte" : "361179834732",
"Charleston" : "361179835432",
"Chicago 59th Street" : "361179837652",
"BNSF (sig) Seattle International Gateway" : "361145089912",
"BNSF Railway Main Office (BN01)" : "361179865332",
"Groupe Noumea Port (gnp)" : "361180142931",
"Gearbulk - Pasir Gudang (atm) ZD only" : "361182010311",
"Gearbulk - Port Manatee (pmtf)" : "361182016391",
"Batumi International Container Terminal (bict)" : "361182037551",
"Gearbulk - Lake Charles (lcct)" : "361184195972",
"Talleyrand (jac)" : "361145089992",
"Blount Island Terminal" : "361142950191"
]
def orgID = locationToOrg[replica.location_name]
//throw new Exception("orgID = ${orgID.class} ${orgID}")
issue.organization_id = orgID
//issue.customFields."Tideworks Applications".value = replica.tideworks_application
issue.customFields."Tideworks Applications".value = replica.product_name
def productMap = [
"Tideworks Intermodal Pro" : "intermodal_pro",
"Mainsail" : "mainsail",
"Tideworks Mainsail":"mainsail",
"Spinnaker" : "spinnaker",
"Traffic Control" : "traffic_control",
"EDI Porter" : "edi_porter",
"Forecast" : "forecast_",
"Terminal View" : "terminal_view",
"GateVision" : "gatevision",
"Insight" : "insight",
"Mainsail Billing" : "mainsail_billing",
"Scale Weight Reader" : "scale_weight_reader",
"System Integration Module (SIM)" : "sim",
"Buoy" : "buoy",
"Zendesk" : "zendesk",
]
def tideworks_appplication = productMap[replica.tideworks_application] ?: replica.tideworks_application
//def productName = productMap[replica.product_name] ?: replica.product_name
//issue.customFields."Tideworks Applications".value.value = "sim" //productName // commented out because this line is only blanking out the application field
if (replica.priority == "Critical") {
issue.customFields."Critical"?.value = true
}
def priorityMapping = [
// remote side priority <-> local side priority
"Critical" : "urgent",
"Important" : "high",
"Normal" : "normal",
"Informational" : "low"
]
def priorityName = priorityMapping[replica.priority?.name] ?: "normal" // set default priority in case the proper urgency could not be found
issue.priority = nodeHelper.getPriority(priorityName) //priorityName)
//issue.status = replica.state
//issue.assignee = replica.assignee
//throw new Exception("reporter: ${nodeHelper.getUser(replica.caller)}")
if (replica.caller)
issue.reporter = nodeHelper.getUserByEmail(replica.caller.toLowerCase())
issue.summary = replica.summary
//issue.customerCase.short_description =replica.subject
issue.description = replica.description ?: "No description"
//issue.labels = replica.labels
issue.attachments = attachmentHelper.mergeAttachments(issue, replica)
/*issue.comments += replica.addedComments.collect{ comment ->
comment.executor = nodeHelper.getUserByEmail(comment.author?.email?.toLowerCase())
def body = comment.body
comment.body = body.replaceAll("\\[code\\]", "").replaceAll("\\[/code\\]", "")
comment
}*/
issue.comments += replica.addedComments.collect{ comment ->
comment.executor = nodeHelper.getUserByEmail(comment.author?.email?.toLowerCase() ?: comment.author?.username?.toLowerCase())
comment.body = comment.body.replaceAll("\\[code\\]", "").replaceAll("\\[/code\\]", "")
if(comment.executor == null){
comment.body = "Comment from servicenow by "+comment.author?.username + "\n:" + comment.body
}
comment
}
//issue.comments += replica.closenotes
//issue.customFields."Tideworks Applications".value = replica.product_name
issue.customFields."Resolution Type".value = replica.close_code
issue.customFields."Triage Item"?.value = replica.u_jira_issue
issue.customFields."SN Incident"?.value = replica.incident
issue.customFields."Affected Version".value = replica.product_version
issue.customFields."SN Correlation Number".value = replica.number
//issue.customFields.Resolution_Code = "Select One"
//issue.customFields."CF Name".value = replica.customFields."CF Name".value
//Receive a Custom Field value
//issue.customFields."CF Name".value = replica.customFields."CF Name".value
if ((issue.status != "solved") && (issue.status != "closed")) {
def statusMap = [
"New" : "new",
"Open" : "open",
"Awaiting Info" : "pending",
"Solution Proposed" : "solved",
"Closed" : "closed"
]
//issue.status = "Awaiting Info" //(statusMapping[replica.state] ?: "New")
def remoteStatusName = replica.state
if ((remoteStatusName == "Solution Proposed") || (remoteStatusName == "Closed")) {
def addComment = "IT has concluded work on " + replica.number + ".\n"
addComment += "Resolution details: \"" + replica.close_code + "\" " + replica.close_notes
//issue.comments += addComment
}
else {
issue.setStatus(statusMap[remoteStatusName] ?: remoteStatusName)
}
}