Service Now Create Ticket

service_now_create_ticket

var credentials = {
    "service_uri": "https://dev240.service-now.com",
    "username": "admin",
    "password": "lO6Z23lMlUFp"
}
    
var dashboard_url = "https://dashboard.drumbi.com/v1/notification/";

function createCaller(formData){
    servicenow.createCaller({
        credentials : credentials,
        caller : {
            "email" : formData.caller_email,
            "number" : formData.caller_number,
            "name" : formData.caller_name
        }
    }, function(err, data){
        formData.servicenow_caller_id = data.data.caller_id;
        //get tickets and send templates
        drumbi.set({'session_info': JSON.stringify(formData)}, function() {
            createTicket(formData);
        })
    });
}

function createTicket(sessionData) {
    var createMessage = 'Session ID: ' + localSession.beatsession_guid;
    
    var body = 'Incoming Call From ' + sessionData.caller_number + ' \n'
        + 'Subject: ' + sessionData.subject + ' > New \n' 
        + 'Name: ' + sessionData.caller_name + ' \n'
        + 'Email: ' + sessionData.caller_email + ' \n'
        + 'Browser: ' + sessionData.browser + ' \n'
        + 'Platform: ' + sessionData.platform + ' \n'
        + 'IP: ' + sessionData.ip + ' \n'
        + 'Page: ' + sessionData.page + ' \n'
        + 'Referrer: ' + sessionData.referrer + ' \n'
        + 'Session ID: ' + localSession.beatsession_guid + '\n'
        + 'Drumbi Details: ' + dashboard_url + localSession.beatsession_guid;
        
    //get email
    servicenow.createTicket({
        ticket: {
            subject: "Phone Call > " + sessionData.subject + ' > New',
            comment : {"body": body}
        },
        caller: {
            name: sessionData.caller_name,
            email: sessionData.caller_email,
            number: sessionData.caller_number,
            caller_id : sessionData.servicenow_caller_id
        },
        credentials: credentials
    }, function(err, result) {
        if(err || !result.data.ticket)
        {
            drumbi.hangup({
                "entity": "both" // [caller,agent,both]
            }, function(err, response) {
            });
            return;
        }
        else
        {
            drumbi.set({
                notification_url: result.data.ticket.ticket,
                topic: sessionData.subject,
                ticket_created : true
            }, function(err, result) {
                drumbi.hangup({
                    "entity": "both" // [caller,agent,both]
                }, function(err, response) {
                });
            })
        }
    });
}


function checkCaller(formData){
    servicenow.getCaller({
        search_by : {
            email : formData.caller_email,
            phone : formData.caller_number
        },
        credentials :credentials
    }, function(err, data){
        
        if(data && data.data && data.data.caller_id == ''){
            //if no caller
            //create caller
            createCaller(formData);
        }
        else
        {
            formData.servicenow_caller_id = data.data.caller_id;
            //get tickets and send templates
            drumbi.set({'session_info': JSON.stringify(formData)}, function() {
                createTicket(formData);
            })
        }
    });
}


drumbi.addListeners({
      hangup_client: function(data) 
      {
        drumbi.playAudio({
          "type": "file",    //[file,text]
          "file_name": "custom/CSUFThankYouPasswordReset01",
          "text":"",
          "entity": "caller", //[caller,agent,both]
          "repeat": 0,
          "repeat_delay":0,
          "response_type": "voice",       //[voice,digits,none]
          "response_digits":"0123456789",
          "number_of_digits":"1"
        }, function(err, response) {
            drumbi.getAllVariables(function(err, sessionData) {
                var number = "";
                if(sessionData.caller_number)
                    number = sessionData.caller_number.toString().replace(/[^0-9]/g,"");
                else if(sessionData.callback_number)
                    number = sessionData.callback_number.toString().replace(/[^0-9]/g,"");
                    
                if(!sessionData.callback_number && sessionData.caller_number)
                    sessionData.callback_number = sessionData.caller_number;
                    
                // This will create email if the caller does not have email address.
                var email = number + "@drumbi.com"; 

                if(sessionData.caller_email)
                    email = sessionData.caller_email;
                else if(sessionData.email)
                    sessionData.email = email;
                //checkCaller(sessionData);

                var json = {
                    caller_email: email,
                    caller_name: sessionData.caller_name,
                    caller_number: sessionData.caller_number,
                    subject: sessionData.topic,
                    credentials: credentials,
                    session_id: localSession.beatsession_guid,
                    ip: sessionData.ip,
                    platform: sessionData.platform,
                    browser: sessionData.browser,
                    url: decodeURIComponent(sessionData.url),
                    tickets: []
                };

                
                checkCaller(json);
            });
        });

      }
});