A new record to configure the Scripted REST Service is displayed. Configure the following.

• Name: Enter the name of the service.
• API ID: Enter the API ID.
• Protection Policy: Select the appropriate policy from the menu.
• Application: Enter the scope of the application. In this example scope is set to Global.
• API Namespace: A system generated value is populated.

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
  // Secret shared between Ruckus Analytics (RA) and ServiceNow
  // to ensure the authenticity of data received.
  var secret = "<secret>";

  // Change value to assign incident to specific group,
  // leave as is to not assign to any group
  var assignment_group = "<assignment_group>";

  // Change value to assign incident to specific person,
  // leave as is to not assign to any person
  var assigned_to = "<assigned_to>";

  // Mapping of RA incident severity to
  // ServiceNow incident Impact and Urgency field
  var impactAndUrgencyMap = {
    P1: { impact: 1 /* High */, urgency: 1 /* High */ },
    P2: { impact: 2 /* Medium */, urgency: 1 /* High */ },
    P3: { impact: 2 /* Medium */, urgency: 2 /* Medium */ },
    P4: { impact: 3 /* Low */, urgency: 3 /* Low */ }
  };

  // Mapping of RA incident status to
  // ServiceNow incident State field
  var stateMap = {
    'new': 1 /* New */,
    'ongoing': 1 /* New */,
    'finished': 6 /* Resolved */
  };

  var data = request.body.data;
  // 1. Ensure request uses correct shared secret key
  if (data.secret == secret) {
    var mode; // insert or update
    var event = data.payload;

    var inc = new GlideRecord('incident');

    // 2. Check if incident exists
    inc.addQuery('number', event.id);
    inc.query();

    if (inc.hasNext()) {
      inc.next();
      mode = "update";
    } else {
      inc.initialize();
      mode = "insert";
    }

    // 3. Add/update fields
    inc.number = event.id;
    inc.state = stateMap[event.status];
    inc.impact = impactAndUrgencyMap[event.severity].impact;
    inc.urgency = impactAndUrgencyMap[event.severity].urgency;
    inc.short_description = event.title;
    inc.description = getDescription(event);

    // 4. Assign incident to specific group or person
    if (assigned_to != "<assigned_to>") {
      inc.assigned_to = assigned_to;
    }
    if (assignment_group != "<assignment_group>") {
      inc.assignment_group.setDisplayValue(assignment_group);
    }

    // 5. Insert/Update the incident
    inc[mode]();

    var status = mode + (mode == 'insert' ? 'ed' : 'd');
    gs.info('incident ' + event.id + ' ' + status);
  } else {
    gs.warn("Invalid secret to run Ruckus Analytics webhook");
  }

  // Respond to the Webhook
  response.setStatus(200);

  /**
   * Generate description for incident
   */
  function getDescription (event) {
    return [
      'Incident URL: ' + event.link,
      '',
      'Details:',
      '------------------------------------------------',
      'Client Impact Count: ' +
        event.impactedClientCount +
        ' of ' +
        event.clientCount +
        ' (' + event.impactedClientPercentage + ')',
      'Incident Category: ' + event.category,
      'Incident Sub-Category: ' + event.subCategory,
      'Type: ' + event.impactedAreaType,
      'Scope: ' + event.impactedAreaName,
      'Hierarchy: ' + event.impactedAreaHierarchy,
      'Duration: ' + event.duration,
      'Event Start Time: ' + event.startTime,
      'Event End Time: ' + event.endTime,
      '',
      'ROOT CAUSE ANALYSIS:',
      '------------------------------------------------',
      event.rootCauses,
      '',
      'RECOMMENDED ACTION:',
      '------------------------------------------------',
      event.recommendations
    ].join('\n');
  }
})(request, response);

• Name: Enter the name of the webhook.
• Webhook URL: Enter the URL by appending the domain URL (for example, https://dev-123.service-now.com) and the Base API Path from the ServiceNow record (for example, /api/93874/ruckus_analytics_incidents).
• Secret: Enter the secret key generated for authentication from the service record.
• Resource Group: Select the resource group that you want to associate with the webhook URL. Any incident created within that resource group will be notified via the webhook URL to the ServiceNow application.
• Event Types: Select the event types from severity P1 to P4.
• Enable: If webhook URL is enabled, ServiceNow will receive notifications about the incidents. If webhook URL is enabled, the status appears green and appears grey if it is disabled.

You can edit the Webhook URL configuration by clicking the icon. Click Update to saved edits to the configuration.

After setting up the Catch Hook trigger, Zapier will generate a unique webhook URL. Copy this URL as it is used to configure webhook in RUCKUS AI as described in step 7.

• Name: Enter the name of the webhook.
• Webhook URL: Enter the webhook URL from the Zapier interface.
• Resource Group: Select the resource group that you want to associate with the webhook. Any incident created within that resource group will be sent to Zapier via the webhook.
• Secret: Enter secret key for data authentication between RUCKUS AI and Zapier.
• Event Types: Select the event types from severity P1 to P4.
• Enabled: If webhook URL is enabled, Zapier will receive notifications about the incidents.
• Click Send a Sample Incident to continue integration on the Zapier application. When the incident sample has reached Zapier, a success message is relayed on the Create Webhook dialog box in the RUCKUS AI web interface.

The new configuration is listed in the Webhooks page.

A request message or payload from RUCKUS AI is displayed in the Zapier web interface. It contains information about the incidents.

A page displaying the webhook URL is displayed. This URL is used to integrate Salesforce cases with RUCKUS AI incidents, in real-time.

• Name: Enter the name of the webhook.
• Webhook URL: Enter the webhook URL from the Zapier interface.
• Resource Group: Select the resource group that you want to associate with the webhook URL. Any incident created within that resource group will be notified via the webhook URL to the Salesforce application.
• Secret: enter secret key for data authentication between RUCKUS AI and Zapier.
• Enable: If webhook URL is enabled, Salesforce will receive notifications about the incidents.
• Click Send a Sample Incident to continue integration on the Zapier application. When the incident sample has reached Zapier, a success message is relayed on the Create Webhook dialog box in the RUCKUS AI web interface.

The new configuration is listed in the Webhooks page.

A request message or payload from RUCKUS AI is displayed in the Zapier web interface. It contains information about the incident.

Whenever an incident occurs in RUCKUS AI, the changes will reflect in the Salesforce case as well.

You can also update existing cases in Salesforce by following the same steps mentioned in the next section.