Ticket Management - Generic
This Playbook is part of the Common Playbooks Pack.#
Supported versions
Supported Cortex XSOAR versions: 6.8.0 and later.
Ticket Management - Generic allows you to open new tickets or update comments to the existing ticket in the following ticketing systems:
-ServiceNow
-Zendesk
using the following sub-playbooks:
-ServiceNow - Ticket Management
-Zendesk - Ticket Management
Dependencies#
This playbook uses the following sub-playbooks, integrations, and scripts.
Sub-playbooks#
- Zendesk - Ticket Management
- ServiceNow - Ticket Management
Integrations#
This playbook does not use any integrations.
Scripts#
Set
Commands#
setParentIncidentContext
Playbook Inputs#
| Name | Description | Default Value | Required |
|---|---|---|---|
| serviceNowShortDescription | A short description of the ticket. | Optional | |
| serviceNowImpact | The impact for the new ticket. Leave empty for ServiceNow default impact. | Optional | |
| serviceNowUrgency | The urgency of the new ticket. Leave empty for ServiceNow default urgency. | Optional | |
| serviceNowSeverity | The severity of the new ticket. Leave empty for ServiceNow default severity. | Optional | |
| serviceNowTicketType | The ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional | |
| serviceNowCategory | The category of the ServiceNow ticket. | Optional | |
| serviceNowAssignmentGroup | The group to which to assign the new ticket. | Optional | |
| ZendeskPriority | The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low". | Optional | |
| ZendeskRequester | The user who requested this ticket. | Optional | |
| ZendeskStatus | The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed". | Optional | |
| ZendeskSubject | The value of the subject field for this ticket. | Optional | |
| ZendeskTags | The array of tags applied to this ticket. | Optional | |
| ZendeskType | The type of this ticket. Allowed values are "problem", "incident", "question", or "task". | Optional | |
| ZendeskAssigne | The agent currently assigned to the ticket. | Optional | |
| ZendeskCollaborators | The users currently CC'ed on the ticket. | Optional | |
| description | The ticket description. | Optional | |
| addCommentPerEndpoint | Whether to append a new comment to the ticket for each endpoint in the incident. Possible values: True/False. | True | Optional |
| CommentToAdd | Comment for the ticket. | Optional |
Playbook Outputs#
| Path | Description | Type |
|---|---|---|
| ServiceNow.Ticket.ID | ServiceNow ticket ID. | unknown |
| Zendesk.Ticket.id | Zendesk ticket ID. | unknown |
Playbook Image#
