Class: RemedyHelper

Inherits:
BaseHelper show all
Defined in:
lib/nexpose_ticketing/helpers/remedy_helper.rb

Overview

Serves as the Remedy interface for creating/updating issues from vulnelrabilities found in Nexpose.

Instance Attribute Summary collapse

Attributes inherited from BaseHelper

#options, #service_data

Instance Method Summary collapse

Methods inherited from BaseHelper

#finish, #load_dependencies

Constructor Details

#initialize(service_data, options, mode) ⇒ RemedyHelper

Returns a new instance of RemedyHelper.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 15

def initialize(service_data, options, mode)
  super(service_data, options, mode)
end

Instance Attribute Details

#client ⇒ Object

Returns the value of attribute client.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 14

def client
  @client
end

#log ⇒ Object

Returns the value of attribute log.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 14

def log
  @log
end

Instance Method Details

#close_tickets(tickets) ⇒ Object

Sends ticket closure (in SOAP format) to Remedy individually (each ticket in the list as a separate web service call).

  • Args :

    • tickets - List of savon-formatted (hash) ticket closures.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 122

def close_tickets(tickets)
  if tickets.nil? || tickets.empty?
    @log.log_message("No tickets to close.")
    return
  end
  @metrics.closed tickets.count
  client = get_client('HPD_IncidentInterface_WS.xml', :query_modify_soap_endpoint)
  send_tickets(client, :help_desk_modify_service, tickets)
end

#create_tickets(tickets) ⇒ Object

Sends a list of tickets (in SOAP format) to Remedy individually (each ticket in the list as a separate web service call).

  • Args :

    • tickets - List of savon-formatted (hash) ticket creates (new tickets).



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 93

def create_tickets(tickets)
  fail 'Ticket(s) cannot be empty' if tickets.nil? || tickets.empty?
  @metrics.created tickets.count
  client = get_client('HPD_IncidentInterface_Create_WS.xml', :create_soap_endpoint)
  send_tickets(client, :help_desk_submit_service, tickets)
end

#extract_queried_incident(queried_incident, notes_header) ⇒ Object

Extracts from a queried Remedy incident the relevant data required for an update to be made to said incident. Creates a ticket with the extracted data.

- +queried_incident+ - The queried incident from Remedy
- +notes_header+ - The texted to be placed at the top of the Remedy 'Notes' field.

  • Returns :

    • A single savon-formated (hash) ticket for updating within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 334

def extract_queried_incident(queried_incident, notes_header)
  unless queried_incident.first.is_a?(Hash)
    return ticket_from_queried_incident(queried_incident, notes_header, nil) 
  end

  fail "Multiple tickets returned for same NXID" if queried_incident.count > 1 
  ticket_from_queried_incident(queried_incident.first, notes_header, nil)
end

#generate_new_ticket(extra_fields = nil) ⇒ Object

Generates a savon-based ticket object.

  • Args :

    • extra_fields - List of mode-specific fields (hash) to be added to the ticket.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 24

def generate_new_ticket(extra_fields=nil)
  base_ticket = {
    'First_Name' => "#{@service_data[:first_name]}",
      'Impact' => '1-Extensive/Widespread',
      'Last_Name' => "#{@service_data[:last_name]}",
      'Reported_Source' => 'Other',
      'Service_Type' => 'Infrastructure Event',
      'Status' => 'New',
      'Action' => 'CREATE',
      "Summary"=>"",
      "Notes"=>"",
      'Urgency' => '1-Critical',
  }
  extra_fields.each { |k, v| base_ticket[k.to_s] = v } if extra_fields
  base_ticket
end

#get_client(wdsl, endpoint) ⇒ Object

Sends a list of tickets (in SOAP format) to Remedy individually (each ticket in the list as a separate web service call).

  • Args :

    • wdsl - XML file which describes the network service.

    • endpoint - Endpoint to which the data will be submitted.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 48

def get_client(wdsl, endpoint)
  Savon.client(wsdl:  File.join(File.dirname(__FILE__), "../config/remedy_wsdl/#{wdsl}"),
               adapter: :net_http,
               ssl_verify_mode: :none,
               open_timeout: @service_data[:open_timeout],
               read_timeout: @service_data[:read_timeout],
               endpoint: @service_data[endpoint.intern],
               soap_header: { 'AuthenticationInfo' => 
                                { 'userName' => "#{@service_data[:username]}",
                                  'password' => "#{@service_data[:password]}",
                                  'authentication' => "#{@service_data[:authentication]}"
                                 }
                            })
end

#prepare_close_tickets(vulnerability_list, nexpose_identifier_id) ⇒ Object

Prepare ticket closures from the CSV of vulnerabilities exported from Nexpose.

  • Args :

    • vulnerability_list - CSV of vulnerabilities within Nexpose.

  • Returns :

    • List of savon-formated (hash) tickets for closing within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 351

def prepare_close_tickets(vulnerability_list, nexpose_identifier_id)
  @log.log_message("Preparing ticket closures for mode #{@options[:ticket_mode]}.")
  @nxid = nil
  tickets = []
  CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
    @nxid = @mode_helper.get_nxid(nexpose_identifier_id, row)

    # Query Remedy for the incident by unique id (generated NXID)
    queried_incident = query_for_ticket("NXID: #{@nxid}")
    if queried_incident.nil? || queried_incident.empty?
      @log.log_message("No incident found for NXID: #{@nxid}")
    else
      # Remedy incident updates require populating all fields.
      ticket = ticket_from_queried_incident(queried_incident, nil, 'Closed')
      tickets.push(ticket)
    end
  end
  tickets
end

#prepare_create_tickets(vulnerability_list, nexpose_identifier_id) ⇒ Object

Prepare tickets from the CSV of vulnerabilities exported from Nexpose. This method determines how to prepare the tickets (by default, by IP address or by vulnerability) based on config options.

  • Args :

    • vulnerability_list - CSV of vulnerabilities within Nexpose.

  • Returns :

    • List of savon-formated (hash) tickets for creating within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 166

def prepare_create_tickets(vulnerability_list, nexpose_identifier_id)
  @metrics.start
  @log.log_message('Preparing ticket requests...')
  prepare_tickets(vulnerability_list, nexpose_identifier_id)
end

#prepare_tickets(vulnerability_list, nexpose_identifier_id) ⇒ Object

Prepares a list of vulnerabilities into a list of savon-formatted tickets (incidents) for Remedy.

  • Args :

    • vulnerability_list - CSV of vulnerabilities within Nexpose.

  • Returns :

    • List of savon-formated (hash) tickets for creating within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 195

def prepare_tickets(vulnerability_list, nexpose_identifier_id)
  matching_fields = @mode_helper.get_matching_fields
  @ticket = Hash.new(-1)
  
  @log.log_message("Preparing tickets for #{@options[:ticket_mode]} mode.")
  tickets = []
  previous_row = nil
  description = nil
  CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
    if previous_row.nil?
      previous_row = row.dup        
      description = @mode_helper.get_description(nexpose_identifier_id, row)
      @ticket = generate_new_ticket({'Summary' => "#{@mode_helper.get_title(row)}"[0...100],
                                      'Notes' => ""})
      #Skip querying for ticket if it's the initial scan
      next if row['comparison'].nil?
      
      # Query Remedy for the incident by unique id (generated NXID)
      queried_incident = query_for_ticket("NXID: #{@mode_helper.get_nxid(nexpose_identifier_id, row)}")
      if !queried_incident.nil? && queried_incident.first.is_a?(Hash)
        queried_incident.select! { |t| !['Closed', 'Resolved', 'Cancelled'].include?(t[:status]) }
      end

      if queried_incident.nil? || queried_incident.empty?
        @log.log_message("No incident found for NXID: #{@mode_helper.get_nxid(nexpose_identifier_id, row)}. Creating...")

        new_ticket_csv = vulnerability_list.split("\n").first
        new_ticket_csv += "\n#{row.to_s}"
        
        #delete the comparison row
        data = CSV::Table.new(CSV.parse(new_ticket_csv, headers: true))
        data.delete("comparison")

        new_ticket = prepare_create_tickets(data.to_s, nexpose_identifier_id)
        @log.log_message('Created ticket. Sending to Remedy...')
        create_tickets(new_ticket)
        @log.log_message('Ticket sent. Performing update for ticket...')
        #Now that there is a ticket for this NXID update it as if it existed this whole time...
        previous_row = nil
        redo
      else
        info = @mode_helper.get_field_info(matching_fields, previous_row)
        @log.log_message("Creating ticket update with #{info} for Nexpose Identifier with ID: #{nexpose_identifier_id}")
        @log.log_message("Ticket status #{row['comparison']}")
        # Remedy incident updates require populating all fields.
        @ticket = extract_queried_incident(queried_incident, "")
      end   
    elsif matching_fields.any? { |x| previous_row[x].nil? || previous_row[x] != row[x] }
      info = @mode_helper.get_field_info(matching_fields, previous_row)
      @log.log_message("Generated ticket with #{info}")

      @ticket['Notes'] = @mode_helper.print_description(description)
      tickets.push(@ticket)
      previous_row = nil
      description = nil
      redo
    else
      description = @mode_helper.update_description(description, row)        
    end
  end

  unless @ticket.nil? || @ticket.empty?
    info = @mode_helper.get_field_info(matching_fields, previous_row)
    @log.log_message("Creating ticket update with #{info} for Nexpose Identifier with ID: #{nexpose_identifier_id}")
    @ticket['Notes'] = @mode_helper.print_description(description)
    tickets.push(@ticket)
  end

  @log.log_message("Generated <#{tickets.count.to_s}> tickets.")
  tickets
end

#prepare_update_tickets(vulnerability_list, nexpose_identifier_id) ⇒ Object

Prepare to update tickets from the CSV of vulnerabilities exported from Nexpose. This method determines how to prepare the tickets for update (by IP address or by vulnerability) based on config options.

  • Args :

    • vulnerability_list - CSV of vulnerabilities within Nexpose.

  • Returns :

    • List of savon-formated (hash) tickets for creating within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 181

def prepare_update_tickets(vulnerability_list, nexpose_identifier_id)
  @metrics.start
  prepare_tickets(vulnerability_list, nexpose_identifier_id)
end

#query_for_ticket(unique_id) ⇒ Object

Sends a query (in SOAP format) to Remedy to return back a single ticket based on the criteria.

  • Args :

    • unique_id - Unique identifier generated by the helper.

  • Returns :

    • Remedy incident information in hash format or nil if no results are found.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 140

def query_for_ticket(unique_id)
  client = get_client('HPD_IncidentInterface_WS.xml', :query_modify_soap_endpoint)

  begin
    response = client.call(:help_desk_query_list_service, message: {'Qualification' => "'Status' < \"Closed\" AND 'Detailed Decription' LIKE \"%#{unique_id}%\""})
  rescue Savon::SOAPFault => e
    @log.log_message("SOAP exception in query ticket: #{e.message}")
    return if e.to_hash[:fault][:faultstring].index("ERROR (302)") == 0
    raise
  rescue Savon::HTTPError => e
    @log.log_message("HTTP error in query ticket: #{e.message}")
    raise
  end
  
  response.body[:help_desk_query_list_service_response][:get_list_values]
end

#send_tickets(client, service, tickets) ⇒ Object

Sends a list of tickets (in SOAP format) to Remedy individually (each ticket in the list as a separate web service call).

  • Args :

    • service - The helpdesk service to which the tickets should be submitted.

    • tickets - List of savon-formatted (hash) ticket creates (new tickets).



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 70

def send_tickets(client, service, tickets)
  service_name = service.to_s.match(/desk_([a-z]*)_/)
  service_name = service_name.captures.first unless service_name.nil?
  tickets.each do |ticket|
    begin
      @log.log_message(ticket)
      response = client.call(service, message: ticket)
    rescue Savon::SOAPFault => e
      @log.log_message("SOAP exception in #{service_name} ticket: #{e.message}")
      raise
    rescue Savon::HTTPError => e
      @log.log_message("HTTP error in #{service_name} ticket: #{e.message}")
      raise
    end
  end
end

#ticket_from_queried_incident(queried_incident, notes_header, status) ⇒ Object

Creates a ticket with the extracted data from a queried Remedy incident.

- +queried_incident+ - The queried incident from Remedy
- +notes_header+ - The texted to be placed at the top of the Remedy 'Notes' field.
- +status+ - The status to which the ticket will be set.

  • Returns :

    • A single savon-formated (hash) ticket for updating within Remedy.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 276

def ticket_from_queried_incident(queried_incident, notes_header, status)
  {
    'Categorization_Tier_1' => queried_incident[:categorization_tier_1],
    'Categorization_Tier_2' => queried_incident[:categorization_tier_2],
    'Categorization_Tier_3' => queried_incident[:categorization_tier_3],
    'Closure_Manufacturer' => queried_incident[:closure_manufacturer],
    'Closure_Product_Category_Tier1' => queried_incident[:closure_product_category_tier1],
    'Closure_Product_Category_Tier2' => queried_incident[:closure_product_category_tier2],
    'Closure_Product_Category_Tier3' => queried_incident[:closure_product_category_tier3],
    'Closure_Product_Model_Version' => queried_incident[:closure_product_model_version],
    'Closure_Product_Name' => queried_incident[:closure_product_name],
    'Company' => queried_incident[:company],
    'Summary' => queried_incident[:summary],
    'Notes' => notes_header || queried_incident[:notes],
    'Impact' => queried_incident[:impact],
    'Manufacturer' => queried_incident[:manufacturer],
    'Product_Categorization_Tier_1' => queried_incident[:product_categorization_tier_1],
    'Product_Categorization_Tier_2' => queried_incident[:product_categorization_tier_2],
    'Product_Categorization_Tier_3' => queried_incident[:product_categorization_tier_3],
    'Product_Model_Version' => queried_incident[:product_model_version],
    'Product_Name' => queried_incident[:product_name],
    'Reported_Source' => queried_incident[:reported_source],
    'Resolution' => queried_incident[:resolution],
    'Resolution_Category' => queried_incident[:resolution_category],
    'Resolution_Category_Tier_2' => queried_incident[:resolution_category_tier_2],
    'Resolution_Category_Tier_3' => queried_incident[:resolution_category_tier_3],
    'Resolution_Method' => queried_incident[:resolution_method],
    'Service_Type' => queried_incident[:service_type],
    'Status' => status || queried_incident[:status],
    'Urgency' => queried_incident[:urgency],
    'Action' => 'MODIFY',
    'Work_Info_Summary' => queried_incident[:work_info_summary],
    'Work_Info_Notes' => queried_incident[:work_info_notes],
    'Work_Info_Type' => queried_incident[:work_info_type],
    'Work_Info_Date' => queried_incident[:work_info_date],
    'Work_Info_Source' => queried_incident[:work_info_source],
    'Work_Info_Locked' => queried_incident[:work_info_locked],
    'Work_Info_View_Access' => queried_incident[:work_info_view_access],
    'Incident_Number' => queried_incident[:incident_number],
    'Status_Reason' => queried_incident[:status_reason],
    'ServiceCI' => queried_incident[:service_ci],
    'ServiceCI_ReconID' => queried_incident[:service_ci_recon_id],
    'HPD_CI' => queried_incident[:hpd_ci],
    'HPD_CI_ReconID' => queried_incident[:hpd_ci_recon_id],
    'HPD_CI_FormName' => queried_incident[:hpd_ci_form_name],
    'z1D_CI_FormName' => queried_incident[:z1d_ci_form_name]
  }
end

#update_tickets(tickets) ⇒ Object

Sends ticket updates (in SOAP format) to Remedy individually (each ticket in the list as a separate web service call).

  • Args :

    • tickets - List of savon-formatted (hash) ticket updates.



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# File 'lib/nexpose_ticketing/helpers/remedy_helper.rb', line 106

def update_tickets(tickets)
  if tickets.nil? || tickets.empty?
    @log.log_message("No tickets to update.")
    return
  end
  @metrics.updated tickets.count - @metrics.get_created
  client = get_client('HPD_IncidentInterface_WS.xml', :query_modify_soap_endpoint)
  send_tickets(client, :help_desk_modify_service, tickets)
end