Build SapphireIMS Bot using Bolt
Making SapphireIMS bot App Interactive
SapphireIMS and Slack integration lets you to keep multiple Slack groups up to date on the status of tickets/Requests. To keep your team up to date on ticket/request changes
You can do the following with this app:
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Use SapphireIMS RPA to automatically send messages regarding tickets/Requests to your organization's public Slack channels, keeping your team informed.
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If you want to keep a small number of users informed about special ticketing events, use the same RPA to publish to a private channel.
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Send support agents Direct Messages (DMs) regarding tickets that have been assigned or modified in their queue.
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To convert Direct Message (DM) discussions with peers and customers straight to Service Request or Incident, use the SapphireIMS 'Create Request/Incident' slash command.
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Slack integration depends on SapphireIMS API for actions.
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Usernames in Slack and SapphireIMS has to be in sync (Note: We can create a additional field to update the Slack username).
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Node.js 12.
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Slack bolt JavaScript SDK.
We must create a SapphireIMS bot and register within Slack App.
Following steps provide detail on the same.
Open in Web Browser Slack App Management and create an app. In dialog box give app name as SapphireIMS, Choose a workspace to install SapphireIMS app and click Create App.
Once SapphireIMS App is created, click Settings -> Basic Information Screen, scroll down to App Credentials, and find Signing secret by clicking Show to reveal it. Copy the string, we have to store in .env file.
Create a .env file in your nodejs project and add slack related environment variables SLACK_SIGNING_SECRET=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx and paste signing secret code.
Next go to Features -> OAuth & Permissions screen and scroll down to Bot Token Scopes to specify the OAuth Scopes. Select chat:write to allow the bot to post in channels in which it's added. Also, select chat:write public to allow the bot to post public channels.
We must obtain OAuth token, Go to Install App from left hand menu and click Install App to workspace button. Once finished, get the bot token and paste in .env SLACK_BOT_TOKEN=xoxb-xxxxxxxxxxxxxxxxxxxxxxxxxxx
Let us build the nodejs based project by executing npm init command and following steps prompted by npm. Which will create package.json file in the folder.
Step -1 : We must install Bold sdk -- To do same we must execute "npm i @slack/bolt"
Step -2 : Create a file index.js which will our main file.
Step -3 : Add the following code as below in index.js
+-----------------------------------------------------------------------+
| const { App } = require('\@slack/bolt'); |
| |
| var createTicket = require('./createRequest'); |
| |
| const payload = require('./payload'); |
| |
| const app = new App({ |
| |
| signingSecret: process.env.SLACK_SIGNING_SECRET, |
| |
| token: process.env.SLACK_BOT_TOKEN, |
| |
| }); |
| |
| (async () => { |
| |
| // Start the app |
| |
| await app.start(process.env.PORT \|\| 3000); |
| |
| app.command('/createincident', async ({ command, ack, body, client |
| }) => { |
| |
| await ack() |
| |
| try { |
| |
| // Call views.open with the built-in client |
| |
| const result = await client.views.open({ |
| |
| // Pass a valid trigger_id within 3 seconds of receiving it |
| |
| trigger_id: body.trigger_id, |
| |
| // View payload |
| |
| view: payload |
| |
| }); |
| |
| console.log(result); |
| |
| } |
| |
| catch (error) { |
| |
| console.error(error); |
| |
| } |
| |
| }) |
| |
| app.event('app_mention', async ({ event, say }) => { |
| |
| console.log(event); |
| |
| await say(\`Hello \<@\${event.user}>\`); |
| |
| }); |
| |
| app.view('submit_ticket', async ({ ack, body, view, client }) => { |
| |
| await ack(); |
| |
| console.log(body); |
| |
| console.log(view); |
| |
| const user = body['user']['id']; |
| |
| const title = |
| view[' |
| state']['values']['title_block']['title']['value']; |
| |
| const desc = |
| view['state'][ |
| 'values']['description_block']['description']['value']; |
| |
| //Create a request in SapphireIMS |
| |
| createTicket.createRequest(title,desc, client, user); |
| |
| }); |
| |
| console.log('⚡️ Bolt app is running!'); |
| |
| })(); |
+=======================================================================+
+-----------------------------------------------------------------------+
Step -- 4: Create a file payload.js, which is used for designing the dialog Modal for getting the details from the user in the form
Ex:
The above form payload is given below for reference which can be created by using slack builder
+-----------------------------------------------------------------------+
| { |
| |
| "type": "modal", |
| |
| "title": { |
| |
| "type": "plain_text", |
| |
| "text": "Submit a Incident!!!" |
| |
| }, |
| |
| "callback_id": "submit_ticket", |
| |
| "submit": { |
| |
| "type": "plain_text", |
| |
| "text": "Submit" |
| |
| }, |
| |
| "blocks": [ |
| |
| { |
| |
| "block_id": "title_block", |
| |
| "type": "input", |
| |
| "label": { |
| |
| "type": "plain_text", |
| |
| "text": "Title" |
| |
| }, |
| |
| "element": { |
| |
| "action_id": "title", |
| |
| "type": "plain_text_input" |
| |
| }, |
| |
| "hint": { |
| |
| "type": "plain_text", |
| |
| "text": "30 second summary of the problem" |
| |
| } |
| |
| }, |
| |
| { |
| |
| "block_id": "description_block", |
| |
| "type": "input", |
| |
| "label": { |
| |
| "type": "plain_text", |
| |
| "text": "Description" |
| |
| }, |
| |
| "element": { |
| |
| "action_id": "description", |
| |
| "type": "plain_text_input", |
| |
| "multiline": true |
| |
| }, |
| |
| "optional": true |
| |
| }, |
| |
| { |
| |
| "block_id": "urgency_block", |
| |
| "type": "input", |
| |
| "label": { |
| |
| "type": "plain_text", |
| |
| "text": "Importance" |
| |
| }, |
| |
| "element": { |
| |
| "action_id": "urgency", |
| |
| "type": "static_select", |
| |
| "options": [ |
| |
| { |
| |
| "text": { |
| |
| "type": "plain_text", |
| |
| "text": "High" |
| |
| }, |
| |
| "value": "high" |
| |
| }, |
| |
| { |
| |
| "text": { |
| |
| "type": "plain_text", |
| |
| "text": "Medium" |
| |
| }, |
| |
| "value": "medium" |
| |
| }, |
| |
| { |
| |
| "text": { |
| |
| "type": "plain_text", |
| |
| "text": "Low" |
| |
| }, |
| |
| "value": "low" |
| |
| } |
| |
| ] |
| |
| }, |
| |
| "optional": true |
| |
| } |
| |
| ] |
| |
| } |
+=======================================================================+
+-----------------------------------------------------------------------+
Step -- 5: Let us create ticket/request logic which will be used to create a request in SapphireIMS ( createRequest.js )
+-----------------------------------------------------------------------+
| var request = require('request'); |
| |
| module.exports = { |
| |
| createRequest : async function (title, desc, client, user){ |
| |
| var options = { |
| |
| 'method': 'POST', |
| |
| 'url': process.env.SAPP_APP_URL+'/api/ticket/create', |
| |
| 'headers': { |
| |
| 'Accept': 'application/json', |
| |
| 'Content-Type': 'application/json', |
| |
| 'int-log-id': 'unique_id_for_each_request', |
| |
| 'key': process.env.SAPP_API_KEY, |
| |
| 'token': process.env.SAPP_API_TOKEN |
| |
| }, |
| |
| body: JSON.stringify({ |
| |
| "requestType": "GET_TICKET", |
| |
| "integrationLogId": "qwertyasdfg", |
| |
| "iteration": 0, |
| |
| "ticket": { |
| |
| "project": { |
| |
| "projectName": "Service Request" |
| |
| }, |
| |
| "service": { |
| |
| "name": "Application Services" |
| |
| }, |
| |
| "title": title, |
| |
| "probDescription": desc, |
| |
| "submittedBy": { |
| |
| "userName": "admin" |
| |
| } |
| |
| } |
| |
| }) |
| |
| }; |
| |
| await request(options, function (error, response) { |
| |
| if (error) throw new Error(error); |
| |
| var json = JSON.parse(response.body); |
| |
| try { |
| |
| client.chat.postMessage({ |
| |
| channel: user, |
| |
| text: 'Your request id is '+json.requestNumber |
| |
| }); |
| |
| } |
| |
| catch (error) { |
| |
| console.error(error); |
| |
| } |
| |
| }); |
| |
| } |
| |
| }; |
+=======================================================================+
+-----------------------------------------------------------------------+
Step -- 6: Start the application by running node index.js ( Note : Slack required your bot to be published in https mode only )
Step -- 7: copy the url which is required for registering events.
We need to subscribe certain events, so that our bot will receive event payload. Goto Event Subscriptions from left-hand menu, and turn the toggle on.
Enter the URL which we copied from the Step -- 7 in Request URL field. We have to append along with the URL /slack/events ex: https://server-address:port/slack/events.
Scroll down to subscribe bot events. Click Add Bot User Event and add following event
- App_mention
Slash command is used to invoke the ticket/request creation form.
Ex:
Go to left-hand menu and click Slash Commands -> Click Create New Command
Note: Request URL we have to use same url which our bot is running and followed by '/slack/events'
Go to left-hand menu and click Interactivity & Shortcuts, toggle the switch to enable and enter the Request URL with '/slack/events'
Go to left-hand menu and click App Home -> Scroll down to Message Tab and make sure it is enabled and check the check box
