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BmcITSM- fix duplicate incidents (#35192)
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* adding logs

* adding a fix to the last ticket create time

* adding unit test to demonstrate the bug

* adding the fix+precommit_rn

* adding reason

* docker fix

* add to known words

* Update Packs/BmcITSM/ReleaseNotes/1_0_23.md

Co-authored-by: Dan Tavori <[email protected]>

* cr fix

* cr note

* cr note

---------

Co-authored-by: Dan Tavori <[email protected]>
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@maimorag @dantavori
maimorag and dantavori authored Jul 9, 2024
1 parent f8f46bc commit a32c19b
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24 changes: 10 additions & 14 deletions Packs/BmcITSM/Integrations/BmcITSM/BmcITSM.py
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Expand Up @@ -3,7 +3,7 @@
# type: ignore
# mypy: ignore-errors
from copy import deepcopy
from typing import Callable, Tuple
from collections.abc import Callable

from datetime import datetime

Expand Down Expand Up @@ -351,9 +351,8 @@ def retrieve_access_token(self, username: str, password: str) -> str:
"""
integration_context = get_integration_context()
now = int(datetime.now().timestamp())
if integration_context.get("token") and integration_context.get("expires_in"):
if now < integration_context["expires_in"]:
return integration_context["token"]
if integration_context.get("token") and integration_context.get("expires_in") and now < integration_context["expires_in"]:
return integration_context["token"]

try:
token = self._http_request(
Expand Down Expand Up @@ -2914,7 +2913,7 @@ def get_paginated_records_with_hr(
limit: Optional[int],
page: int = None,
page_size: int = None,
) -> Tuple[list, str]:
) -> tuple[list, str]:
"""
Retrieve the required page either with Automatic or Manual pagination,
and the matching readable output header.
Expand Down Expand Up @@ -2995,7 +2994,7 @@ def validate_related_arguments_provided(**related_args):


def extract_args_from_additional_fields_arg(additional_fields: str,
field_name: str) -> Tuple[Any, List[str]]:
field_name: str) -> tuple[Any, List[str]]:
"""
Extract dictionary structure from additional field argument.
Expand Down Expand Up @@ -3298,7 +3297,7 @@ def fetch_relevant_tickets(
impact_filter: List[str],
urgency_filter: List[str],
custom_query: str,
) -> Tuple[list, dict]:
) -> tuple[list, dict]:
"""
Fetch the relevant tickets according to the provided filter arguments.
The Tickets are fetched Iteratively, by their ticket type until the capacity
Expand Down Expand Up @@ -3340,9 +3339,9 @@ def fetch_relevant_tickets(
tickets_capacity -= tickets_amount

if fetched_tickets:
last_ticket_create_time = total_tickets[-1].get("CreateDate")
ticket_type_to_last_epoch[ticket_type] = date_to_epoch_for_fetch(
arg_to_datetime(last_ticket_create_time))
ticket_type_to_last_epoch[ticket_type] = max(
[date_to_epoch_for_fetch(arg_to_datetime(ticket.get("CreateDate")))
for ticket in total_tickets])
if tickets_capacity <= 0: # no more tickets to retrieve in the current fetch
break

Expand Down Expand Up @@ -3425,10 +3424,7 @@ def all_keys_empty(dict_obj: Dict[str, Any]) -> bool:
Returns:
bool: Wheter or not all keys have None value.
"""
for value in dict_obj.values():
if value:
return False
return True
return all(not value for value in dict_obj.values())


def gen_multi_filters_statement(filter_mapper: Dict[str, Any], oper_in_filter: str,
Expand Down
2 changes: 1 addition & 1 deletion Packs/BmcITSM/Integrations/BmcITSM/BmcITSM.yml
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Original file line number Diff line number Diff line change
Expand Up @@ -169,7 +169,7 @@ script:
script: ""
type: python
subtype: python3
dockerimage: demisto/python3:3.10.13.87159
dockerimage: demisto/python3:3.10.14.100715
commands:
- name: bmc-itsm-user-list
description: Retrieves a list of user profiles from BMC Helix ITSM. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
Expand Down
36 changes: 35 additions & 1 deletion Packs/BmcITSM/Integrations/BmcITSM/BmcITSM_test.py
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Expand Up @@ -2,6 +2,8 @@
import os
import pytest
from unittest.mock import patch
from CommonServerPython import *

"""MOCK PARAMETERS """
CREDENTIALS = "credentials"
ACCOUNT_ID = "account_id"
Expand All @@ -22,7 +24,7 @@ def load_mock_response(file_name: str) -> str:
Returns:
str: Mock file content.
"""
with open(os.path.join("test_data", file_name), mode="r", encoding="utf-8") as mock_file:
with open(os.path.join("test_data", file_name), encoding="utf-8") as mock_file:
return json.loads(mock_file.read())


Expand Down Expand Up @@ -1480,3 +1482,35 @@ def test_ticket_list_work_order_command(
assert result.outputs_prefix == "BmcITSM.Ticket"
assert len(outputs) == expected_outputs_len
assert outputs[0]["DisplayID"] == expected_name


def test_fetch_command(
mocker
):
"""
Given:
- List tickets.
When:
- fetch_incidents command called.
Then:
- Ensure that the *last_create_time* in *last_run_result* is the last between all incidents.
"""
import BmcITSM
mock_response = load_mock_response("list_tickets_not_sorted.json")
expected_result = 1719671916
mocker.patch.object(demisto, 'getLastRun', return_value={"SRM:Request": {"last_create_time": '2021-06-29T14:38:36.000+0000'}})
mocker.patch.object(BmcITSM, "fetch_relevant_tickets_by_ticket_type", return_value=mock_response)
incidents_result, last_run_result = BmcITSM.fetch_incidents(mock_client,
max_fetch=2,
first_fetch="2022-06-29T14:38:36.000+0000",
last_run={"SRM:Request": {
"last_create_time": '2021-06-29T14:38:36.000+0000'}},
ticket_type_filter=["SRM:Request"],
status_filter=[],
impact_filter=[],
urgency_filter=[],
custom_query=("'Submit Date' <= \"1657032797\" AND 'Submit Date'"
">\"1657032797\" AND 'Urgency' = \"4-Low\""),
mirror_direction="both",
)
assert last_run_result["SRM:Request"]["last_create_time"] == expected_result
112 changes: 112 additions & 0 deletions Packs/BmcITSM/Integrations/BmcITSM/test_data/list_tickets_not_sorted.json
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@@ -0,0 +1,112 @@
[
{
"values": {
"SysRequestID": "000000000000402",
"Submitter": "appadmin",
"Submit Date": "2024-06-29T14:38:36.000+0000",
"System Assignee": null,
"Status": "Planning",
"Status-History": {
"Draft": {
"user": "appadmin",
"timestamp": "2022-06-29T14:38:37.000+0000"
},
"Submitted": {
"user": "appadmin",
"timestamp": "2022-06-29T14:38:37.000+0000"
},
"Waiting Approval": {
"user": "Remedy Application Service",
"timestamp": "2022-06-29T14:39:49.000+0000"
},
"Planning": {
"user": "Remedy Application Service",
"timestamp": "2022-06-29T14:39:49.000+0000"
}
},
"Assignee Groups": "1000000003;'appadmin';",
"InstanceId": "AGGAI7ZXDK9WFAR4IUA2R3J3RVIB6V",
"Vendor Assignee Groups": null,
"Vendor Assignee Groups_parent": null,
"Assignee Groups_parent": "",
"z1D_WorkInfoType": null,
"z1D_WorkInfoSummary": null,
"z1D_WorkInfoDetails": null,
"z1D_WorkInfoSecureLog": null,
"z1D_WorkInfoViewAccess": null,
"z1D_WorkInfoDate": null,
"z1D_CommunicationSource": null,
"Assignee Group": "Backoffice Support",
"Assignee": "Mary Mann",
"Recurring Price Basis": null,
"Location Company": "Calbro Services",
"Organization": null,
"Assigned Support Organization": "IT Support",
"Last Name": "Admin",
"First Name": "App",
"Service Location Address": "1114 Eighth Avenue, 31st Floor. \r\nNew York, New York 10036 \r\nUnited States",
"Internet E-mail": null,
"Phone Number": "###",
"Navigation Tier 1": "File & Print",
"Navigation Tier 2": null,
"Navigation Tier 3": null,
"z1D Action": null,
"Request Manager Group ID": null,
"Company": "Calbro Services",
"Status_Reason": null,
"Details": null,
"Urgency": "2-High",
"Impact": "1-Extensive/Widespread",
"Assigned Group": null,
"Request Manager": null,
"Assigned Support Company": "Calbro Services",
"Request Manager Login": null,
"Total Escalation Level": 0,
"Request Number": "REQ000000000401",
"Date Required": null,
"Next Target Date": null,
"SLM Status": null,
"Customer First Name": "App",
"Customer Last Name": "Admin",
"Customer Company": "Calbro Services",
"Customer Organization": null,
"Customer Department": null,
"Customer Internet E-mail": null,
"Customer Phone Number": "###"
},
"CreateDate": "2024-06-29T14:38:36.000+0000"
},
{
"values": {
"SysRequestID": "000000000000403",
"Submitter": "appadmin",
"Submit Date": "2022-06-29T14:38:36.000+0000",
"System Assignee": null,
"Status": "Planning",
"Status-History": {
"Draft": {
"user": "appadmin",
"timestamp": "2022-06-29T14:38:37.000+0000"
},
"Submitted": {
"user": "appadmin",
"timestamp": "2022-06-29T14:38:37.000+0000"
},
"Waiting Approval": {
"user": "Remedy Application Service",
"timestamp": "2022-06-29T14:39:43.000+0000"
},
"Planning": {
"user": "Remedy Application Service",
"timestamp": "2022-06-29T14:39:43.000+0000"
}
},
"Assignee Groups": "1000000003;'appadmin';",
"InstanceId": "AGGAI7ZXDK9WFAR4IUA2R3J3RVIB6S",
"Vendor Assignee Groups": null,
"Vendor Assignee Groups_parent": null,
"Assignee Groups_parent": ""
},
"CreateDate": "2022-06-29T14:38:36.000+0000"
}
]
7 changes: 7 additions & 0 deletions Packs/BmcITSM/ReleaseNotes/1_0_23.md
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@@ -0,0 +1,7 @@

#### Integrations

##### BMC Helix ITSM

- Fixed an issue in the ***fetch-incidents*** command where duplicate incidents were fetched due to the incorrect assumption that tickets pulled from BMC Helix ITSM are sorted in ascending order.
- Updated the Docker image to: *demisto/python3:3.10.14.100715*.
2 changes: 1 addition & 1 deletion Packs/BmcITSM/pack_metadata.json
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Expand Up @@ -2,7 +2,7 @@
"name": "BMC Helix ITSM",
"description": "BMC Helix ITSM allows customers to manage service request, incident, change request, task, problem investigation, known error and work order tickets.",
"support": "xsoar",
"currentVersion": "1.0.22",
"currentVersion": "1.0.23",
"author": "Cortex XSOAR",
"url": "https://www.paloaltonetworks.com/cortex",
"email": "",
Expand Down

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