pyfnalsnow

This module provides Python libraries and scripts to interact with Service Now. This was designed to work with a specific instance of SNOW (FNAL), but these scripts and libraries will probably work with other sites, so it's worth sharing.

Scripts

Create: snow-incident-create, snow-ritm-create

Create Incidents and Requests/Requested Items, respectfully. These work directly with the REST API.

Read: snow-incident-list, snow-ritm-list, snow-tkt, snow-tkt-list

Scripts to search and list Incident and Requested Items, respectfully. snow-tkt-list calls both.

snow-tkt takes a ticket name and prints information about that ticket on STDOUT.

Update: many scripts

Most of these do what they say on the tin:

• snow-tkt-assign - assign a ticket to a user and/or group
• snow-tkt-journal - record a journal entry or comment to a ticket
• snow-tkt-pending - set a ticket to status pending (mostly for RITMs)
• snow-tkt-resolve - resolve a ticket
• snow-tkt-unassign - assign a ticket back to the Help Desk

Delete: No Such Thing

Data doesn't generally get removed from SNOW, at least not by users.

libraries

pyfnalsnow

Creates and caches the connections to SNOW; caches searches; provides the CRUD interface that the various scripts depend on; provides tools for user/group searches; abstracts out the various ticket types (Incidents, Requests, Tasks, Requested Items, etc); and works with a central configuration file (/etc/snow/config.yaml) so that we can abstract server/authentication data away from the user.

pyfnalsnow.ticket

This mostly provides template functions for the various sub-tables (e.g. Incident): printing functions, mapping some functions to field names, etc.

pyfnalsnow.Incident, pyfnalsnow.Request, pyfnalsnow.RITM

Functions that must be customized per-table are stored here; for instance, RITMs must change state several times to get to a pending or resolved state.

Requirements

This script requires pysnow. I would probably just update it directly except that I don't know for sure what changes we have made locally that don't apply to the "default" instance.

To make this work on RHEL6 and a modern pysnow you probably want to install oauthlib 2.0.7: pip install oauthlib==2.0.7.

Configuration File

/etc/snow/config.yaml looks something like:

servicenow:
    username: '(USERNAME)'
    url:      'https://(SITENAME).servicenowservices.com/'
    password: '(PASSWORD)'
    hostname: '(SITENAME).servicenowservices.com'

ritm_template:
    priority: '3'
    u_categorization: 'Hardware -- Worker Node -- No Item Available'
    urgency: '3'