How can Bugzilla automatically create a ServiceNow Ticket?

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How can Bugzilla automatically create a ServiceNow Ticket?

RoseEgg
Hello,

How may I go about adding the functionality of having Bugzilla automatically create a ServiceNow ticket?
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Re: How can Bugzilla automatically create a ServiceNow Ticket?

Vlad Dascalu-2
Hi Rose

>> adding the functionality of having Bugzilla automatically create a ServiceNow ticket?

I assume you mean https://en.wikipedia.org/wiki/ServiceNow .

Your question doesn't describe the context around it. What's the
use-case? Do you want to duplicate bug reports in two systems (upon
creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why
do you want to do that? What should happen with the follow-up
comments? Try to describe the use-case behind your question.

There are two methods that might solve something related to your question:
1) you subscribe a user to receive mail and then you have a separate
process which processes that mail by creating ServiceNow entries.
2) you use bug_end_of_create hook from
https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html
but more information is needed to clarify what's the trigger for
creating ServiceNow entities.

On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:

> Hello,
>
> How may I go about adding the functionality of having Bugzilla automatically
> create a ServiceNow ticket?
>
>
>
> --
> View this message in context: http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791.html
> Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
> -
> To view or change your list settings, click here:
> <http://bugzilla.org/cgi-bin/mj_wwwusr?user=vladd@...>
-
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Re: How can Bugzilla automatically create a ServiceNow Ticket?

RoseEgg
Hello Vlad Dascalu-2,

Yes you are correct, I am referring to https://en.wikipedia.org/wiki/ServiceNow

The trigger for creating ServiceNow Tickets (or "entities" as you described them), would be the following:
      
1.       The option to create a ServiceNow ticket is included as a field in the Bugzilla Ticket, itself.  
2        Once the option to create a ServiceNow ticket has been selected, a ServiceNow ticket is automatically generated.

Currently, after the creation of a Bugzilla Ticket, I have to create several ServiceNow Tickets. There is no data that I put into these ServiceNow Tickets, they are empty.

To answer your other question, no, I do not wish to duplicate bug reports in two systems.

I really appreciate your quick response and if there is anything else you need from me please let me know,

Elisabeth

On Wed, Jan 27, 2016 at 4:35 PM, Vlad Dascalu-2 [via Mozilla] <[hidden email]> wrote:
Hi Rose

>> adding the functionality of having Bugzilla automatically create a ServiceNow ticket?

I assume you mean https://en.wikipedia.org/wiki/ServiceNow .

Your question doesn't describe the context around it. What's the
use-case? Do you want to duplicate bug reports in two systems (upon
creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why
do you want to do that? What should happen with the follow-up
comments? Try to describe the use-case behind your question.

There are two methods that might solve something related to your question:
1) you subscribe a user to receive mail and then you have a separate
process which processes that mail by creating ServiceNow entries.
2) you use bug_end_of_create hook from
https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html
but more information is needed to clarify what's the trigger for
creating ServiceNow entities.

On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:

> Hello,
>
> How may I go about adding the functionality of having Bugzilla automatically
> create a ServiceNow ticket?
>
>
>
> --
> View this message in context: http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791.html
> Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
> -
> To view or change your list settings, click here:
> <http://bugzilla.org/cgi-bin/mj_wwwusr?user=vladd@...>
-
To view or change your list settings, click here:
<http://bugzilla.org/cgi-bin/mj_wwwusr?user=lists+s6506n84121h51@...>



If you reply to this email, your message will be added to the discussion below:
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NAML

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Re: How can Bugzilla automatically create a ServiceNow Ticket?

Vlad Dascalu-2
Hi Rose

Based on your reply I recommend to spend a bit more time to think
about the relation between a bug and its generated ServiceNow tickets.

It's important to see if the relation between them is one-to-one OR
one-to-many. You said:

>> Once the option to create a ServiceNow ticket has been selected, a ServiceNow ticket is automatically generated

which would imply one-to-one but then the following suggests one-to-many:

>> after the creation of a Bugzilla Ticket, I have to create several ServiceNow Tickets

In addition, I recommend to think about the field that you want to add
not only as an option to create or not ServiceNow tickets, but rather
explore this question from the perspective of the bug life-cycle: is
this field going to help me for the duration of the bug's existence to
link between the two entities? Describe what the field means for the
bug entity as it is created (not as a workflow option in the bug
creation screen).

My last recommendation would be to decouple the ServiceNow creation
job and see it as something that you would just need to code or find
tools that do it. Your question becomes -- how can I invoke from
Bugzilla that code with the proper parameters, and the two suggestions
I gave are pretty good for that.

If you want to persist information backwards (get the hook created ids
back in a field, or just a boolean that they were created) you can
look for storage purposes at:
http://bugzilla.readthedocs.org/en/latest/integrating/extensions.html#adding-new-fields-to-bugs

Thanks
Vlad

On Wed, Jan 27, 2016 at 11:51 PM, RoseEgg <[hidden email]> wrote:

> Hello Vlad Dascalu-2,
>
> Yes you are correct, I am referring to
> https://en.wikipedia.org/wiki/ServiceNow
>
> The trigger for creating ServiceNow Tickets (or "entities" as you described
> them), would be the following:
>
> 1.       The option to create a ServiceNow ticket is included as a field in
> the Bugzilla Ticket, itself.
> 2        Once the option to create a ServiceNow ticket has been selected, a
> ServiceNow ticket is automatically generated.
>
> Currently, after the creation of a Bugzilla Ticket, I have to create several
> ServiceNow Tickets. There is no data that I put into these ServiceNow
> Tickets, they are empty.
>
> To answer your other question, no, I do not wish to duplicate bug reports in
> two systems.
>
> I really appreciate your quick response and if there is anything else you
> need from me please let me know,
>
> Elisabeth
>
> On Wed, Jan 27, 2016 at 4:35 PM, Vlad Dascalu-2 [via Mozilla] <[hidden
> email]> wrote:
>>
>> Hi Rose
>>
>> >> adding the functionality of having Bugzilla automatically create a
>> >> ServiceNow ticket?
>>
>> I assume you mean https://en.wikipedia.org/wiki/ServiceNow .
>>
>> Your question doesn't describe the context around it. What's the
>> use-case? Do you want to duplicate bug reports in two systems (upon
>> creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why
>> do you want to do that? What should happen with the follow-up
>> comments? Try to describe the use-case behind your question.
>>
>> There are two methods that might solve something related to your question:
>> 1) you subscribe a user to receive mail and then you have a separate
>> process which processes that mail by creating ServiceNow entries.
>> 2) you use bug_end_of_create hook from
>> https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html
>> but more information is needed to clarify what's the trigger for
>> creating ServiceNow entities.
>>
>> On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:
>>
>> > Hello,
>> >
>> > How may I go about adding the functionality of having Bugzilla
>> > automatically
>> > create a ServiceNow ticket?
>> >
>> >
>> >
>> > --
>> > View this message in context:
>> > http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791.html
>> > Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
>> > -
>> > To view or change your list settings, click here:
>> > <http://bugzilla.org/cgi-bin/mj_wwwusr?user=vladd@...>
>> -
>> To view or change your list settings, click here:
>> <http://bugzilla.org/cgi-bin/mj_wwwusr?user=lists+s6506n84121h51@...>
>>
>>
>> ________________________________
>> If you reply to this email, your message will be added to the discussion
>> below:
>>
>> http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791p350792.html
>> To unsubscribe from How can Bugzilla automatically create a ServiceNow
>> Ticket?, click here.
>> NAML
>
>
>
> ________________________________
> View this message in context: Re: How can Bugzilla automatically create a
> ServiceNow Ticket?
>
> Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
-
To view or change your list settings, click here:
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Re: How can Bugzilla automatically create a ServiceNow Ticket?

RoseEgg
Thank You I will investigate the options that you provided.

Thank You again,

Rose

On Wed, Jan 27, 2016 at 5:01 PM, Vlad Dascalu-2 [via Mozilla] <[hidden email]> wrote:
Hi Rose

Based on your reply I recommend to spend a bit more time to think
about the relation between a bug and its generated ServiceNow tickets.

It's important to see if the relation between them is one-to-one OR
one-to-many. You said:

>> Once the option to create a ServiceNow ticket has been selected, a ServiceNow ticket is automatically generated

which would imply one-to-one but then the following suggests one-to-many:

>> after the creation of a Bugzilla Ticket, I have to create several ServiceNow Tickets

In addition, I recommend to think about the field that you want to add
not only as an option to create or not ServiceNow tickets, but rather
explore this question from the perspective of the bug life-cycle: is
this field going to help me for the duration of the bug's existence to
link between the two entities? Describe what the field means for the
bug entity as it is created (not as a workflow option in the bug
creation screen).

My last recommendation would be to decouple the ServiceNow creation
job and see it as something that you would just need to code or find
tools that do it. Your question becomes -- how can I invoke from
Bugzilla that code with the proper parameters, and the two suggestions
I gave are pretty good for that.

If you want to persist information backwards (get the hook created ids
back in a field, or just a boolean that they were created) you can
look for storage purposes at:
http://bugzilla.readthedocs.org/en/latest/integrating/extensions.html#adding-new-fields-to-bugs

Thanks
Vlad

On Wed, Jan 27, 2016 at 11:51 PM, RoseEgg <[hidden email]> wrote:

> Hello Vlad Dascalu-2,
>
> Yes you are correct, I am referring to
> https://en.wikipedia.org/wiki/ServiceNow
>
> The trigger for creating ServiceNow Tickets (or "entities" as you described
> them), would be the following:
>
> 1.       The option to create a ServiceNow ticket is included as a field in
> the Bugzilla Ticket, itself.
> 2        Once the option to create a ServiceNow ticket has been selected, a
> ServiceNow ticket is automatically generated.
>
> Currently, after the creation of a Bugzilla Ticket, I have to create several
> ServiceNow Tickets. There is no data that I put into these ServiceNow
> Tickets, they are empty.
>
> To answer your other question, no, I do not wish to duplicate bug reports in
> two systems.
>
> I really appreciate your quick response and if there is anything else you
> need from me please let me know,
>
> Elisabeth
>
> On Wed, Jan 27, 2016 at 4:35 PM, Vlad Dascalu-2 [via Mozilla] <[hidden

> email]> wrote:
>>
>> Hi Rose
>>
>> >> adding the functionality of having Bugzilla automatically create a
>> >> ServiceNow ticket?
>>
>> I assume you mean https://en.wikipedia.org/wiki/ServiceNow .
>>
>> Your question doesn't describe the context around it. What's the
>> use-case? Do you want to duplicate bug reports in two systems (upon
>> creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why
>> do you want to do that? What should happen with the follow-up
>> comments? Try to describe the use-case behind your question.
>>
>> There are two methods that might solve something related to your question:
>> 1) you subscribe a user to receive mail and then you have a separate
>> process which processes that mail by creating ServiceNow entries.
>> 2) you use bug_end_of_create hook from
>> https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html
>> but more information is needed to clarify what's the trigger for
>> creating ServiceNow entities.
>>
>> On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:
>>
>> > Hello,
>> >
>> > How may I go about adding the functionality of having Bugzilla
>> > automatically
>> > create a ServiceNow ticket?
>> >
>> >
>> >
>> > --
>> > View this message in context:
>> > http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791.html
>> > Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
>> > -
>> > To view or change your list settings, click here:
>> > <http://bugzilla.org/cgi-bin/mj_wwwusr?user=vladd@...>
>> -
>> To view or change your list settings, click here:
>> <http://bugzilla.org/cgi-bin/mj_wwwusr?user=lists+s6506n84121h51@...>
>>
>>
>> ________________________________
>> If you reply to this email, your message will be added to the discussion
>> below:
>>
>> http://mozilla.6506.n7.nabble.com/How-can-Bugzilla-automatically-create-a-ServiceNow-Ticket-tp350791p350792.html
>> To unsubscribe from How can Bugzilla automatically create a ServiceNow
>> Ticket?, click here.
>> NAML
>
>
>
> ________________________________
> View this message in context: Re: How can Bugzilla automatically create a
> ServiceNow Ticket?
>
> Sent from the Bugzilla - Dev mailing list archive at Nabble.com.
-
To view or change your list settings, click here:
<http://bugzilla.org/cgi-bin/mj_wwwusr?user=lists+s6506n84121h51@...>



If you reply to this email, your message will be added to the discussion below:
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Re: How can Bugzilla automatically create a ServiceNow Ticket?

Gervase Markham
In reply to this post by RoseEgg
On 27/01/16 21:16, RoseEgg wrote:
> How may I go about adding the functionality of having Bugzilla automatically
> create a ServiceNow ticket?

It might be good to contact the bugzilla.mozilla.org developers about
this, or look at their code:
http://git.mozilla.org/?p=webtools/bmo/bugzilla.git

I believe that BMO has some integrations with ServiceNow.

Gerv

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