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ITSM

ITSM Python module for Werkstatt projects

Core functions for integrating with solutions using Python

  • Create objects in Helix ITSM / ServiceNOW

Core Libraries and purpose

  • w3rkstatt basic project functions
  • itsm basic Helix ITSM integration

Dependencies

  • Basic Libraries
  • Cryptodome
  • Helix ITSM
  • ServiceNOW

Solutions leveraging the base tools

Solution API Python
Werkstatt Tools ⬜ ✅
Helix ITSM ✅ 🔶
ServiceNOW ✅ 🚧
  • ✅ — Supported
  • 🔶 — Partial support
  • 🚧 — Under development
  • ⬜ - N/A ️

ToDO:

  • Initial Core Development
  • Add / Transfer ServiceNOW support

Configuration:

  • After the inital run of w3rkstatt.py a local crypto key file is being generated in the /configs folder with [hostname].bin
  • After the inital run of w3rkstatt.py a local config file is being generated in the /configs folder with [hostname].json
  • Update the credentials and other settings in the [hostname].json file
  • Execute w3rkstatt.py to encrypt the passwords in [hostname].json
  • All password in cleartext will be removed
  • Update file level access for [hostname].bin to only authorized OS accounts. If the file [hostname].bin is being deleted, the encrypted passwords cannot be recovered
  • The account running the python scripts needs to have access to [hostname].json and [hostname].bin
  • Update ITSM Server settings

Helix ITSM:

  • Create Helix ITSM account with proper permissions
  • Add application credentials to [hostname].json

ServiceNOW:

  • Create ServiceNOW ITSM account with proper permissions
  • Add application credentials to [hostname].json

Module Information

Mail Server Configuration:

  • Folder: ~/.w3rkstatt/configs
  • File: [hostname].json - custome config file

Function: Helix ITSM Application:

Module Method Description
core_itsm [createChange] Create ITSM Change Request
core_itsm [getChange] Get ITSM Change Request status
core_itsm [extractChangeState] Translate ITSM Change Request details
core_itsm [createIncident] Create ITSM Incident
core_itsm [getIncident] Get ITSM Incident details
core_itsm [getIncidentStatus] Get ITSM Incident status

Helix ITSM Core:

Module Method Description
core_itsm [authenticate] Login to Helix ITSM
core_itsm [logout] Logout of Helix ITSM
core_itsm [formGet] HTTP Get from Helix ITSM Form
core_itsm [formPost] HTTP Post to Helix ITSM Form

Helix ITSM HTTP Body

Update the JSON content, utlize project default settings from [hostname].json

Change Management:

{
 "values": {
  "z1D_Action": "CREATE",
  "First Name": "",
  "Last Name": "",
  "Description": "",
  "Impact": "",
  "Urgency": "",
  "Status": "",
  "Status Reason": "",
  "Vendor Ticket Number": "",
  "ServiceCI": "",
  "Company3": "",
  "Support Organization": "",
  "Support Group Name": "",
  "Location Company": "",
  "Region": "",
  "Site Group": "",
  "Site": "",
  "Categorization Tier 1": "",
  "Categorization Tier 2": "",
  "Categorization Tier 3": "",
  "Product Cat Tier 1(2)": "",
  "Product Cat Tier 2 (2)": "",
  "Product Cat Tier 3 (2)": "",
  "Scheduled Start Date": "",
  "Scheduled End Date": "",
  "TemplateID": ""
 }
}

Incident Management:

{
 "values": {
  "z1D_Action": "CREATE",
  "First_Name": "",
  "Last_Name": "",
  "Description": "",
  "Impact": "",
  "Urgency": "",
  "Status": "",
  "Reported Source": "",
  "Service_Type": "",
  "ServiceCI": "",
  "Assigned Group": "",
  "Assigned Support Company": "",
  "Assigned Support Organization": "",
  "Categorization Tier 1": "",
  "Categorization Tier 2": "",
  "Categorization Tier 3": "",
  "Product Categorization Tier 1": "",
  "Product Categorization Tier 2": "",
  "Product Categorization Tier 3": "",
  "Product Name": "",
  "TemplateID": ""
 }
}

ServiceNOW HTTP Body

Update the JSON content, utlize project default settings from [hostname].json

Change Management:

TBB

Incident Management:

TBB