“If you find a path with no obstacles, it probably doesn’t lead anywhere.”
— Frank A. Clark
Last time, we built a Scripted REST API with a single Scripted REST Resource. To finish things up, we just need to add the actual script to the resource. To process our legacy support form, create an Incident, and respond to the user, the script will need to handle the following operations:
- Obtain the input form field values from the request,
- Format the data for use in creating the Incident,
- Locate the user based on the email address, if one exists,
- Create the Incident, and
- Return the response page.
Obtain the input form field values from the request
This turned out to be much simpler than I first made it out to be. I knew that the out-of-the-box Scripted REST API was set up to handle JSON, both coming in and going out, and could also support XML, but I never saw anything regarding URL encoded form fields, so I assumed I would have to parse and unencode the request body myself. The problem that I was having, though, was getting the actual request body. I tried request.body, request.body.data, request.body.dataString, and even request.body.dataStream — nothing produced anything but null or errors. Then I read somewhere that that the Scripted REST API treats form fields as if they were URL query string parameters, and lumps them all together in a single map: request.queryParams. Once I learned that little tidbit of useful information, the rest was easy.
// get form data from POST
var formData = request.queryParams;
var name = formData.name[0];
var email = formData.email[0];
var short_description = formData.title[0];
var description = formData.description[0];
It did take me a bit to figure out that the values returned from the map are arrays and not strings, but once that became clear in my testing, I just added an index to the form field name and everything worked beautifully.
Format the data for use in creating the Incident
This was just a matter of formatting a few of the incoming data values with labels so that anything that did not have a field of its own on the Incident could be included in the Incident description.
// format the data
var full_description = 'The following issue was reported via the Legacy Support Form:\n\n';
full_description += 'Name: ' + name + '\n';
full_description += 'Email: ' + email + '\n\n';
full_description += 'Details:\n' + description;
Locate the user based on the email address
This doesn’t really have much to do with hacking the Scripted REST API, but I threw it in just as an example of the kind of thing that you can do once you have some data with which to work. In this case, we are simply using the email address that was entered on the form to search the User table to see if we have a user with that email. If we do, then we can use as the Caller on the Incident.
// see if we have a user on file with that email address
var contact = null;
var userGR = new GlideRecord('sys_user');
if (userGR.get('email', email)) {
contact = userGR.getUniqueValue();
}
Create the Incident
This part is pretty vanilla as well.
// create incident
var incidentGR = new GlideRecord('incident');
if (contact) {
incidentGR.caller_id = contact;
} else {
incidentGR.caller_id.setDisplayValue('Guest');
}
incidentGR.contact_type = 'self-service';
incidentGR.short_description = short_description;
incidentGR.description = full_description;
incidentGR.assignment_group.setDisplayValue('Service Desk');
incidentGR.insert();
var incidentId = incidentGR.getDisplayValue('number');
The last line grabs the Incident number from the inserted Incident so that we can send that back to the user on the response page.
Return the response page
Now that we have complete all of the work, the last thing left to do is to respond to the user. Again, since we are not using the native JSON or XML formats, we are going to have to do some of the work a little differently than the standard Scripted REST API. Here is the working code:
// send response page
response.setContentType('text/html');
response.setStatus(200);
var writer = response.getStreamWriter();
writer.writeString(getResponsePageHTML(incidentId));
The first thing that you have to know is that you must set the content type and status before you get the stream writer from the response. If you don’t do that first, then things will not work. And even though you clicked the override checkbox and specified text/html as the format in the Scripted REST API definition, you still have to set it here as well. But once you do all of that, and do it in the right sequence, it all works great.
The response string itself is just the text of a standard HTML page. I encapsulated my sample page into a function so that it could be easily replaced with something else without disturbing any of the rest of the code. The sample version that I put together looks like this:
function getResponsePageHTML(incidentId) {
var html = '';
html += '<html>';
html += ' <head>';
html += ' <link rel="stylesheet" href="https://stackpath.bootstrapcdn.com/bootstrap/4.5.0/css/bootstrap.min.css" integrity="sha384-9aIt2nRpC12Uk9gS9baDl411NQApFmC26EwAOH8WgZl5MYYxFfc+NcPb1dKGj7Sk" crossorigin="anonymous">';
html += ' <script src="https://stackpath.bootstrapcdn.com/bootstrap/4.5.0/js/bootstrap.min.js" integrity="sha384-OgVRvuATP1z7JjHLkuOU7Xw704+h835Lr+6QL9UvYjZE3Ipu6Tp75j7Bh/kR0JKI" crossorigin="anonymous"></script>';
html += ' </head>';
html += ' <body>';
html += ' <div style="padding: 25px;">';
html += ' <h2>Thank you for your input</h2>';
html += ' <p>We appreciate your business and value your feedback. Your satisfaction is of the utmost concern to us.</p>';
html += ' <p>Your issue has been documented and one of our marginally competent technicians will get back to you within a few months to explain to you what you have been doing wrong.</p>';
html += ' <p>Your incident number is ' + incidentId + '.</p>';
html += ' </div>';
html += ' </body>';
html += '</html>';
return html;
}
That’s it for the coding in ServiceNow. To see how it all works, we just need to point our old form to our new form processor after which we can pull up the modified form in a browser and give it a try. To repoint the legacy form, pull it up in a text editor, find the form tag, and enter the path to our Scripted REST API in the action attribute:
<form action="https://<instance>.service-now.com/api/<scope>/legacy/support" method="post">
With that little bit of business handled, we can pull up the form, fill it out, click on the submit button, and if all goes well, be rewarded for our efforts with our HTML response, including the number of the newly created Incident:
Just to be sure, let’s pop over to our instance and check out the Incident that we should have created.
Well, that’s all there is to that. We built a Scripted REST API that accepted standard form fields as input and responded with a standard HTML web page, and then pointed an old form at it to produce an Incident and a thank you page. All in all, not a bad little perversion of the REST API feature of the tool!
