+
Encerramento automatico no ServiceNow
+
${statusText}
-
+
Responsavel informado: ${resolvedBy}
+
+ Chamado resolvido no ServiceNow e removido do monitoramento automatico da integracao.
+
`;
await TicketGlpiModel.insertComment({ content: styledMessage }, ticket.glpi_ticket_id);
diff --git a/src/services/servicenowService.js b/src/services/servicenowService.js
index 1469b8c..aefe296 100644
--- a/src/services/servicenowService.js
+++ b/src/services/servicenowService.js
@@ -6,12 +6,21 @@ const TicketSnModel = require('../models/ticketSnModel');
const { logInfo, logError, logSync } = require('../utils/logger');
const TicketUpdateModel = require('../models/ticketUpdateModel');
const TicketSyncModel = require('../models/ticketSyncModel');
-const { log } = require('winston');
const resolvedBySysId = process.env.SERVICENOW_RESOLVED_BY_SYSID || 'b131d6ed1b2ba510c5e163923b4bcb77';
const servicenowDefaultUser = process.env.SERVICENOW_DEFAULT_USER || 'SOTHIS.CAOA';
const shouldIgnoreDefaultUserJournal = process.env.SERVICENOW_IGNORE_DEFAULT_USER_JOURNAL !== 'false';
+const normalizeServiceNowDateTime = (value) => {
+ if (!value) return null;
+ const asString = String(value).trim();
+ const m = asString.match(/^(\d{4}-\d{2}-\d{2})[ T](\d{2}:\d{2}:\d{2})/);
+ if (m) return `${m[1]} ${m[2]}`;
+ const parsed = new Date(asString);
+ if (Number.isNaN(parsed.getTime())) return null;
+ return parsed.toISOString().slice(0, 19).replace('T', ' ');
+};
+
const fetchTicketsFromServiceNow = async (watermark) => {
try {
const watermarkDate = new Date(watermark);
@@ -47,6 +56,29 @@ const fetchRequestsFromServiceNow = async (watermark) => {
}
}
+const fetchTicketLiveStatusFromServiceNow = async (sysId, ticketType) => {
+ try {
+ const baseUrl = ticketType === 'requisicao'
+ ? apiConfig.snTableRequestConfig.baseUrl
+ : apiConfig.snTableIncidentConfig.baseUrl;
+ const url = `${baseUrl}/${sysId}?sysparm_display_value=true&sysparm_fields=state`;
+ const response = await axios.get(url, {
+ auth: apiConfig.servicenowAuthentication.auth
+ });
+ const result = response?.data?.result;
+ if (!result) return null;
+
+ if (typeof result.state === 'object') {
+ return result.state.display_value || result.state.value || null;
+ }
+
+ return result.state || null;
+ } catch (error) {
+ logError(error, `ERRO: Falha ao buscar status em tempo real no ServiceNow para sys_id ${sysId}`);
+ return null;
+ }
+}
+
const getTicketSysId = async (ticketId) => {
try {
const ticket = await TicketSnModel.findById(ticketId);
@@ -193,6 +225,7 @@ const fetchCommentsFromServiceNow = async (ticket) => {
const params = {
sysparm_query: `element_id=${encodeURIComponent(sys_id)}^elementINcomments,work_notes`,
sysparm_fields: 'sys_id,element,value,sys_created_on,sys_created_by,element_id',
+ sysparm_display_value: true,
sysparm_limit: pageSize,
sysparm_offset: offset
};
@@ -221,7 +254,7 @@ const fetchCommentsFromServiceNow = async (ticket) => {
// protecao extra para evitar loop infinito em caso de comportamento inesperado da API
if (page >= internalMaxPages) {
- logError(new Error('Max pages reached while paginating comments'), { ticketId, page });
+ logError(new Error('Max pages reached while paginating comments'), { sn_ticket_id: ticket.sn_ticket_id, page });
break;
}
}
@@ -240,17 +273,24 @@ const fetchCommentsFromServiceNow = async (ticket) => {
}
return true;
});
- if (filteredComments.length === 0) {
+
+ // Mantem ordem cronologica de criacao para preservar timeline no GLPI.
+ const orderedComments = filteredComments.sort((a, b) => {
+ const aTime = new Date(a.sys_created_on).getTime();
+ const bTime = new Date(b.sys_created_on).getTime();
+ return aTime - bTime;
+ });
+ if (orderedComments.length === 0) {
logInfo(`Nenhum comentario/worknote encontrado no Service Now para o ticket GLPI ID: ${ticket.glpi_ticket_id}`);
return [];
}
- logInfo(`Encontrado ${filteredComments.length} atualizacoes (comments/work_notes) para o ticket SN Ticket: ${ticket.glpi_ticket_id}`)
+ logInfo(`Encontrado ${orderedComments.length} atualizacoes (comments/work_notes) para o ticket SN Ticket: ${ticket.glpi_ticket_id}`)
const commentsInserted = [];
// Insere cada comment no banco intermediario
- for (const comment of filteredComments) {
+ for (const comment of orderedComments) {
const existingComment = await TicketUpdateModel.getBySourceId(comment.sys_id);
if (existingComment) {
@@ -264,7 +304,7 @@ const fetchCommentsFromServiceNow = async (ticket) => {
typeof normalizedContent === 'string' &&
normalizedContent.includes('Registro alterado por:')
) {
- normalizedContent = `Anotacao de trabalho adicionada pelo Service Now (registro automatico).\n\nMensagem original:\n${normalizedContent}`;
+ normalizedContent = `Tarefa automatica originada no ServiceNow (registro automatico).\n\nMensagem original:\n${normalizedContent}`;
}
const commentData = {
@@ -272,9 +312,9 @@ const fetchCommentsFromServiceNow = async (ticket) => {
update_type: comment.element === 'work_notes' ? 'task' : 'comment',
source_system: 'servicenow',
content: normalizedContent,
- created_at: new Date(comment.sys_created_on),
+ created_at: normalizeServiceNowDateTime(comment.sys_created_on),
author: comment.sys_created_by || 'ServiceNow',
- updated_at: new Date(),
+ updated_at: normalizeServiceNowDateTime(comment.sys_created_on),
source_id: comment.sys_id,
destiny_id: null
};
@@ -439,7 +479,7 @@ const closeTicketInServiceNow = async (snTicketId, closeNotes, resolvedAt) => {
state: '6',
resolved_by: resolvedBySysId,
resolved_at: new Date(resolvedAt).toISOString().slice(0, 19).replace('T', ' '),
- closeNotes: closeNotes,
+ close_notes: closeNotes,
work_notes: `Ticket Encerrado por Suporte Tecnico Sothis: ${closeNotes}`,
};
@@ -550,6 +590,7 @@ const fetchScItemOptionValue = async (ritmSysId, variableName) => {
module.exports = {
fetchTicketsFromServiceNow,
fetchRequestsFromServiceNow,
+ fetchTicketLiveStatusFromServiceNow,
getTicketSysId,
getTicketTypeById,
createCommentInServiceNow,
@@ -580,4 +621,3 @@ module.exports = {
*
* Todas as funcoes de interacao com a API sao envolvidas em blocos try-catch com logging detalhado para facilitar o monitoramento e a depuracao.
*/
-