Amazon Connect - Find Incidents in SNOW

find_incidents_snow_node.js

const https = require('https');
const AWS = require('aws-sdk');
var ssm = new AWS.SSM();
var params;
var username;
var password;
var host;
var userId;
var response;

exports.handler = async (event) => {
    // These paramater paths are from the CTI integration and are stored in Systems Manager. Replace with your values.
    username = await getParameter("/com.servicenow.cti/.../service_account_user");
    password = await getParameter("/com.servicenow.cti/.../service_account_password");
    host = await getParameter("/com.servicenow.cti/.../host");

    // Save the sysId. 
    userId = event.Details.Parameters.sysId;

    var data = await getRequest(userId);

    
    //validate only 1 incident is returned
    if (data.result.length > 0 && data.result.length < 2) {
        
        console.log("Returned incident is", data.result)
        
        //remove any unnecessary detials from the commets
        var comments = data.result[0]['comments']
        const regex = /\n(.*?)\n/g;

        let matches = [];
        let match;
        while ((match = regex.exec(comments)) !== null) {
            matches.push(match[1]);
        }
        
        //return incident number, comments and state
        response = {
            incident: data.result[0]['number'],
            comments: matches[0],
            state: data.result[0]['state']

        };
        return response;

    } else {
            response = {
            incident: "NO_INCIDENT",
        };
        return response;
    }



    function getRequest(userId) {
        const options = {
            host: host,
            //Replace hardcoded sysId with the variable you defined on line 19
            path: "/api/now/table/incident?sysparm_query=state%3D1%5EORstate%3D2%5EORstate%3D3%5Ecaller_id%3D" +
                userId + "&sysparm_fields=number%2C%20state%2C%20comments&sysparm_display_value=true",
            method: "GET",
            port: 443,
            headers: {
                'Content-Type': 'application/json',
                'Accept': 'application/json',
                'Authorization': 'Basic ' + Buffer.from(username + ":" + password).toString('base64'),
            }
        };


        return new Promise((resolve, reject) => {
            const req = https.request(options, res => {
                let rawData = '';
                res.on('data', chunk => {
                    rawData += chunk;
                });

                res.on('end', () => {
                    try {
                        resolve(JSON.parse(rawData));
                    } catch (err) {
                        reject(new Error(err));
                    }
                });
            });

            req.on('error', err => {
                reject(new Error(err));
            });

            req.end();
        });

    }

    //Function to get parameters from System Manager parameter store.
    async function getParameter(name) {
        var parameter;
        var params = {
            Name: name,
            WithDecryption: true
        };
        const data = await ssm.getParameter(params).promise();
        console.log(JSON.stringify(data));
        parameter = data.Parameter.Value;
        return parameter;
    }
};