Add sc_req_item and incident ticket types to incident mirroring. (#11396

)

* added incident mirroring

* update rn

* solvad conflicts

* Update 2_1_14.md

Co-authored-by: roysagi <50295826+roysagi@users.noreply.github.com>

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2.py

@@ -2171,8 +2171,13 @@ def update_remote_system_command(client: Client, args: Dict[str, Any], params: D
     if parsed_args.incident_changed:
         demisto.debug(f'Incident changed: {parsed_args.incident_changed}')
         # Closing sc_type ticket. This ticket type can be closed only when changing the ticket state.
-        if ticket_type == 'sc_task' and parsed_args.inc_status == IncidentStatus.DONE and params.get('close_ticket'):
+        if (ticket_type == 'sc_task' or ticket_type == 'sc_req_item')\
+                and parsed_args.inc_status == IncidentStatus.DONE and params.get('close_ticket'):
             parsed_args.data['state'] = '3'
+        # Closing incident ticket.
+        if ticket_type == 'incident' and parsed_args.inc_status == IncidentStatus.DONE and params.get('close_ticket'):
+            parsed_args.data['state'] = '7'
+
         fields = get_ticket_fields(parsed_args.data, ticket_type=ticket_type)
         if not params.get('close_ticket'):
             fields = {key: val for key, val in fields.items() if key != 'closed_at' and key != 'resolved_at'}

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2.yml

@@ -1376,6 +1376,7 @@ script:
       - change_request
       - sc_request
       - sc_task
+      - sc_req_item
       required: false
       secret: false
     - default: false

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2_test.py

@@ -783,9 +783,10 @@ def test_upload_entries_update_remote_system_command(mocker):
 
 
 def ticket_fields(*args, **kwargs):
+    state = '7' if kwargs.get('ticket_type') == 'incident' else '3'
     assert {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
             'priority': '4', 'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - Low',
-            'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': '3',
+            'short_description': 'Post parcel', 'sla_due': '0001-01-01T00:00:00Z', 'urgency': '3', 'state': state,
             'work_start': '0001-01-01T00:00:00Z'} == args[0]
 
     return {'close_notes': 'This is closed', 'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3',
@@ -795,27 +796,33 @@ def ticket_fields(*args, **kwargs):
 
 
 def update_ticket(*args):
+    state = '7' if 'incident' in args else '3'
     return {'short_description': 'Post parcel', 'close_notes': 'This is closed',
             'closed_at': '2020-10-29T13:19:07.345995+02:00', 'impact': '3', 'priority': '4',
             'resolved_at': '2020-10-29T13:19:07.345995+02:00', 'severity': '1 - High - Low',
-            'sla_due': '0001-01-01T00:00:00Z', 'state': '3', 'urgency': '3', 'work_start': '0001-01-01T00:00:00Z'}
+            'sla_due': '0001-01-01T00:00:00Z', 'state': state, 'urgency': '3', 'work_start': '0001-01-01T00:00:00Z'}
 
 
-def test_update_remote_data_sc_task(mocker):
+@pytest.mark.parametrize('ticket_type', ['sc_task', 'sc_req_item', 'incident'])
+def test_update_remote_data_sc_task_sc_req_item(mocker, ticket_type):
     """
     Given:
     -  ServiceNow client
     -  ServiceNow ticket of type sc_task
+    -  ServiceNow ticket of type sc_req_item
+    -  ServiceNow ticket of type incident
+
     When
         - running update_remote_system_command.
     Then
-        - The state is changed to 3 (closed) after update.
+        - The state is changed to 3 (closed) after update for sc_task and sc_req_item.
+        - The state is changed to 7 (closed) after update for incident.
     """
     client = Client(server_url='https://server_url.com/', sc_server_url='sc_server_url', username='username',
                     password='password', verify=False, fetch_time='fetch_time',
                     sysparm_query='sysparm_query', sysparm_limit=10, timestamp_field='opened_at',
-                    ticket_type='sc_task', get_attachments=False, incident_name='description')
-    params = {'ticket_type': 'sc_task', 'close_ticket': True}
+                    ticket_type=ticket_type, get_attachments=False, incident_name='description')
+    params = {'ticket_type': ticket_type, 'close_ticket': True}
     args = {'remoteId': '1234', 'data': TICKET_FIELDS, 'entries': [], 'incidentChanged': True, 'delta': {},
             'status': 2}
     mocker.patch('ServiceNowv2.get_ticket_fields', side_effect=ticket_fields)

Packs/ServiceNow/ReleaseNotes/2_1_14.md

@@ -0,0 +1,4 @@
+
+#### Integrations
+##### ServiceNow v2
+- Added support for closing ticket of sc_req_item type via the outgoing mirror feature.

Packs/ServiceNow/pack_metadata.json

@@ -2,7 +2,7 @@
     "name": "ServiceNow",
     "description": "Use The ServiceNow IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.",
     "support": "xsoar",
-    "currentVersion": "2.1.13",
+    "currentVersion": "2.1.14",
     "author": "Cortex XSOAR",
     "url": "https://www.paloaltonetworks.com/cortex",
     "email": "",