Adding AR System webhook to receive automatic notifications

An external application registers a webhook against an  form by using the REST API. The webhook generates an automatic notification when the specified event occurs. An event could be creating, updating, or deleting a record on that  form.

The following diagram shows how the  webhook works: 

Consider the following when creating a webhook:

• You can create multiple webhooks on a form. A webhook supports create, update, merge, and delete operations.  
• The  webhook supports all data types that  supports.
• When you rename the form, the webhook is automatically updated with the new name.
• When you copy the form, the webhook is not copied.
• When you delete the form, the webhook is deleted.

Prerequisites

Before registering the Webhook, make sure that you have a valid AR-JWT token. For more information, see Access-and-authentication-for-the-REST-API.

Registering the  webhook

Use the AR System Webhook form or a REST API to register a webhook.

• Registering the AR System webhook by using Remedy AR System REST API
• Registering an AR System webhook by using the AR System Webhook form

Registering the  webhook by using  REST API

An external application uses the webhook REST resource to register the  webhook. When you register the  webhook, define the following information in the REST call:

To register the  webhook, define the following information:

Refer to the sample output JSON to register the webhook on the HPD:Help Desk form:

The following sample code shows using the IMS authentication method to register a webhook by using REST API

When the POST method is successful, the  generates a unique Webhook ID. You can find the Webhook ID in the location response header. Use the Webhook ID when you want to GET, UPDATE or DELETE webhook through REST API.

If you want to specify a condition in the  webhook, use the string qualification format, supported by the  filter. For more information, see Building-qualifications-and-expressions.

The  stores the registration details in the AR System Webhook form. You can access the AR System Webhook form through . 

To avoid duplicate registration, this form has a unique index form name, events, and Callback URL.

Operations supported by the  webhook

You can perform the following operations with  webhook:

• PUT (Update an existing webhook definition)
• GET (View an existing webhook definition)
• DELETE (Delete/unregister an existing webhook definition)

For more information, see the Webhook section in the Endpoints-in-AR-REST-API topic.

Get webhook details

To fetch information about an existing  webhook, define the following information: 

Refer to the sample JSON returned by AR System Server:

Update a webhook

To update an existing  webhook, define the following information: 

Refer to the sample JSON returned by AR System server when you update a webhook:

 Delete a webhook

To delete an existing  webhook, define the following information: 

Refer to the sample JSON to delete a webhook on the HPD:Help Desk form:

Registering an  webhook by using the AR System Webhook form

The AR System Webhook form provides an interface to register a webhook. The following screenshot shows the AR System Webhook Registration form:

The following authentication options are available for registering a webhook:

• No authentication
  No authentication details are required to register a webhook.
• Basic
  Provide user name and password to register a webhook.
  

• IMS
  Provide the following details to register a webhook:

  Field name	Description
  Access Key	The Access Key of the Identity Management System (IMS) server where you want to consume the webhook. When you generate an access key for an IMS user, select No Expiry in IMS server authentication user interface.
  Tenant ID	Tenant ID for which the API keys are generated. The Tenant ID is available in the User Profile section of IMS server.
  Authentication Base URL	Base Authentication URL. For example: "https://bmcitsm-adeintqa1-trial.qa.sps.secops.bmc.com"
  Authentication Refresh Token Path	A part of Refresh Token URL, related to the Base URL. For example: "/ims/api/v1/auth/tokens"
  Access Secret Key	Access Secret key is generated along with the Access Key.
  Authentication Token Header Prefix	The authorization header for the token that is obtained. For example, "IMS-JWT" In this example, IMS-JWT is the key string. When you register a webhook, you can configure this string by using the field value.
  Authentication Access Token Path	A part of authentication URL, related to Base URL. For example, "/ims/api/v1/access_keys/login"

The  webhook callback response

When the event for which the webhook is registered occurs and the database changes are committed, the  invokes the external application on the callback URL. Every webhook callback response contains the Webhook ID, form name, event, entry ID, and entry details. Entry details are not provided for the DELETE operation.

In case of create event, the entry ID is NULL for Join forms. For Join forms, you can use any other field ID, such as ID (379) or any other custom field that gives unique value for a specific record.

Example⁠— When a webhook registration contains payload fields such as submitter, status, and short description, the sample callback JSON response is as follows: 

Webhook callback response for an update event

• For an update event, if the webhook registration contains payload fields, then only the fields, which are updated from the registered field list are returned as an update event callback response. 
• If you do not specify any field, the webhook returns all updated fields.  Webhook ID, recordEvent, formName and  Entry ID are always return for a payload.

Optionally choose to return data from all fields or only for the updated fields on the form. You can choose to return data from all fields by using either of the following method:

• Select the Send Unchanged Fields option on the AR System Webhook Registration form to return values from all fields on a form.
  

• Use the following code syntax when you want to return data from all fields.

  {
     "description":
  "SampleWebhook-1",
     "form_name": "User",
     "condition": "",
     "entry_events": [       
  "create",      
  "update"
      ],
     "payload_fields": [
         "Login Name",
         "Full Name",
         "Email Address",
         "License Type"
      ],
     "enabled": true,
     "callback": {
         "url":"https://call-this-server-when-changes-happen-on-user-form/"       
  "authentication": {           
  "type": "NO_AUTH",           
  "username": null,           
  "password": null,           
  "accessKey": null,           
  "accessSecretKey": null,           
  "tenantId": null,           
  "authBaseUrl": null,           
  "authAccessTokenPath": null,           
  "authRefreshTokenPath": null,           
  "authHeaderTokenName": null
         }
     },
     "send_attachment_as_reference":
  false,
     "send_unchanged_fields": true,
     "_links":
  {    
  
  
     }}

Example ⁠— When you update an incident with  description field and the registration contains payload fields as "submitter", "status" and "short description" then sample callback JSON response is as follows:

For the delete event

For the delete event, the callback response contains webhookId, recordEvent, formName, and entryId. No other fields are returned. 

The sample callback JSON is as follows:

Sending attachment data in webhook response

When you register a webhook for attachment data, the  enters the attachment field value in the Webhook Pending Attachment form. The following screenshot shows the Webhook Pending Attachment form:

When the webhook contains one or more attachment fields, the  returns the callback response as a multipart, form-data entity. Each part of the attachment field has a name, a content type, and the value.

The attachment request has two or more parts. The first part contains the entry ID with content type as Application/JSON. The other parts can have information, such as attach-{fieldName} with any content type and any value. 
The name is a prefix that indicates binary data. The part after the hyphen is the name of the attachment field. 

Example⁠—When the webhook registration contains payload fields, such as Submitter, Status, Short Description, Attachment1, and Attachment field, the sample callback JSON response is as follows:

Sending custom JSON in webhook response

Use the Custom JSON field on the AR System Webhook form to send additional custom payload to external application in JSON format. An external application can leverage the additional payload as plain data and perform further actions as per the requirements and workflows.

See the sample custom JSON. In this example, external application is receiving instruction on the "action" key and data on the "group_id" key:

The following screenshot shows the AR System Webhook form: