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Can Service-now be opened via a BES alert?

Nick Walton Jul 29, 2014 03:10PM UTC

We are looking to add an option in an alert view to open the corresponding incident in service-now from a BES alert. I've created a User AO that runs IE with the parameter of the URL plus the incidentId (e.g. https://severntrentplc.service-now.com/nav_to.do?uri=incident.do%3Fsys_id=[incidentId]) but this isn't ideal as it opens a new browser and service-now then requires credentials to be put in. It would be better if it opens like a link and we would just get a new tab. So the question is: can a clickable link be added to an alert field (this would also be good to have in the help field) or can we pass parameters to the Program Name in the User AO?

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Colin Griffiths Aug 04, 2014 02:54PM UTC Interlink Software Agent
Hi Nick,

Just as an FYI. The problem here is context. By executing from UserAO, it is invoking a new process. This is why the users login information is out of scope. What needs to happen is a method which executes within the same context as the BSD, so the users credentails are in scope.

We are investigating to see if there is any way we can invoke a page with javascript on it or something like that.
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Colin Griffiths Aug 04, 2014 04:52PM UTC Interlink Software Agent
Hi Nick,

What version of BES are you running?

It appears we implemented a feature in BES 3.6.0+ that would support this. It was a new alert view right click context option, which can be enabled via EDS with the text of the menu item being configurable.
On the server side it runs /escapex/unsupported/externalLink.jsp and passed the alertId. You can code the jsp however you like so could easily redirect to service now. As you only have the alertId as reference you may have to be a little clever and connect to the AlertServer to obtain the full XML for the alert to pull out the incidentId but it's certainly possible or perhaps it could be tied in at the Service Now layer?
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Nick Walton Aug 12, 2014 10:56AM UTC
Hi Colin,

We're still runnning 3.5

That does sound promising. Service Now stores the alertId so we may simply be able to use that.

I'll have a go once we've upgraded.

Thanks
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Colin Griffiths Aug 12, 2014 11:28AM UTC Interlink Software Agent
Hi Nick,

Ok. Great. I'll Close this query off now.

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