Fix ServiceNow fetch ticket command on notes without dates

Packs/ServiceNow/Integrations/ServiceNowv2/ServiceNowv2.py

@@ -1,3 +1,5 @@
+import re
+
 import demistomock as demisto  # noqa: F401
 from CommonServerPython import *  # noqa: F401
 import shutil
@@ -511,20 +513,16 @@ def split_fields(fields: str = '', delimiter: str = ';') -> dict:
 
 def split_notes(raw_notes, note_type, time_info):
     notes: List = []
-    notes_split = raw_notes.split('\n\n')
-    retrieved_last_note = False
-    for note in notes_split:
-        if not note:
-            continue
-        if 'Mirrored from Cortex XSOAR' in note:
-            if retrieved_last_note:  # add to last note only in case the note was not filtered by the time filter
-                notes[-1]['value'] += '\n\n Mirrored from Cortex XSOAR'
-            continue
-        note_info, note_value = note.split('\n', 1)
-        created_on, created_by = note_info.split(' - ')
+    # The notes should be in this form:
+    # '16/05/2023 15:49:56 - John Doe (Additional comments)\nsecond note first line\n\nsecond line\n\nthird
+    # line\n\n2023-05-10 15:41:38 - פלוני אלמוני (Additional comments)\nfirst note first line\n\nsecond line\n\n
+    delimiter = '([0-9]{1,4}(?:\/|-)[0-9]{1,2}(?:\/|-)[0-9]{1,4}.*\((?:Additional comments|Work notes)\))'
+    notes_split = list(filter(None, re.split(delimiter, raw_notes)))
+    for note_info, note_value in zip(notes_split[::2], notes_split[1::2]):
+        created_on, _, created_by = note_info.partition(" - ")
         created_by = created_by.split(' (')[0]
         if not created_on or not created_by:
-            raise Exception(f'Failed to extract the required information from the following note: {note}')
+            raise Exception(f'Failed to extract the required information from the following note: {note_info} - {note_value}')
 
         # convert note creation time to UTC
         try:
@@ -535,17 +533,15 @@ def split_notes(raw_notes, note_type, time_info):
 
         if time_info.get('filter') and created_on_UTC < time_info.get('filter'):
             # If a time_filter was passed and the note was created before this time, do not return it.
-            demisto.debug(f'Using time filter: {time_info.get("filter")}. Not including note: {note}.')
-            retrieved_last_note = False
+            demisto.debug(f'Using time filter: {time_info.get("filter")}. Not including note: {note_info} - {note_value}.')
             continue
         note_dict = {
             "sys_created_on": created_on_UTC.strftime(DATE_FORMAT),
-            "value": note_value,
+            "value": note_value.strip(),
             "sys_created_by": created_by,
             "element": note_type
         }
         notes.append(note_dict)
-        retrieved_last_note = True
     return notes
 
 

Packs/ServiceNow/ReleaseNotes/2_5_24.md

@@ -0,0 +1,4 @@
+
+#### Integrations
+##### ServiceNow v2
+Fixed an issue where the ***servicenow-get-ticket-notes*** command would fail on tickets with notes that contain two or more new lines.

Packs/ServiceNow/pack_metadata.json

@@ -2,7 +2,7 @@
     "name": "ServiceNow",
     "description": "Use The ServiceNow IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.",
     "support": "xsoar",
-    "currentVersion": "2.5.23",
+    "currentVersion": "2.5.24",
     "author": "Cortex XSOAR",
     "url": "https://www.paloaltonetworks.com/cortex",
     "email": "",