Incidents with SLA Breach Report

This task generates a report detailing ServiceNow incidents with an SLA breach.

You can run this task interactively, from a schedule, or via an API call to PPA.

It requires an OAuth application for PPA registered in the ServiceNow instance.

Integrations

• PPA User Interface
• Hashicorp Vault Key-Value engine
• ServiceNow Incidents
• PPA Tools Generate

Required PPA Configuration

If you run start this task from a schedule or API call, the report will be sent via email.

When started interactively the user will have the choice to email the report.

To email this report you must have SMTP configured in PPA.

Required Vault Details

ServiceNow

• Instance Address
• OAuth Client ID
• OAuth Client Secret
• OAuth Refresh Token

As this is a privileged task, the ServiceNow OAuth token must be able to read incidents.

You can run the following command to generate a refresh token once your PPA OAuth Application is registered.

The refresh token will be linked to the supplied username:

curl -d \
    "grant_type=password\
    &client_id=your-client-id\
    &client_secret=your-client-secret\
    &username=your-username\
    &password=your-password" \
    https://your-instance.service-now.com/oauth_token.do

Vault Configuration Wizard

The first time you run a task built from this playbook, PPA will check the required Vault details exist.

If they don't exist, PPA will ask you to supply the details at the start of the task.

Below you can see a user providing details the first time they run an Active Directory task.

Once the details are added to Vault, the task won't ask for them again.

If you don't know the required details, ask an administrator to run the task or configure Vault manually.

API/Schedule Payload

To run this task from a schedule or API call, you'll need to supply the following in the payload:

• Reporting email address

The payload should be in this format:

{"email_address": "example@domain.com"}

You can use the example payload above as a template.

What the Task Does

Interactive

When run interactively this task will:

• Display a table of all active ServiceNow incidents with an SLA breach
• Ask the user whether to send the report in an email

Schedule/API

When started from a schedule or API call, this task will:

• Display a table of all active ServiceNow incidents with an SLA breach
• Send the report in an email