arazzo: 1.0.1
info:
  title: ServiceNow Escalate Trouble Ticket
  summary: Find an open trouble ticket by type, read it, then raise its severity to escalate.
  description: >-
    A find-then-act escalation flow over the Trouble Ticket API. The workflow
    lists trouble tickets filtered by type and status, branches on whether a
    candidate was returned, reads the first match back by id, and then raises
    its severity to escalate the issue. The Trouble Ticket API returns lists as
    a flat array and single tickets as a flat object keyed by id. Every request
    is written inline.
  version: 1.0.0
sourceDescriptions:
- name: troubleTicketApi
  url: ../openapi/trouble-ticket-openapi.yaml
  type: openapi
workflows:
- workflowId: escalate-trouble-ticket
  summary: Locate an open trouble ticket and escalate its severity.
  description: >-
    Lists trouble tickets by type and status and, when one exists, escalates
    the first match by raising its severity.
  inputs:
    type: object
    required:
    - ticketType
    - escalatedSeverity
    properties:
      ticketType:
        type: string
        description: The ticket type to filter on (Case, Incident, or Service Problem Case).
      status:
        type: string
        description: The status to filter open tickets on.
      escalatedSeverity:
        type: string
        description: The raised severity value to apply on escalation.
  steps:
  - stepId: findTickets
    description: >-
      List trouble tickets filtered by type and status, limited to a single
      candidate for escalation.
    operationId: getTroubleTickets
    parameters:
    - name: ticketType
      in: query
      value: $inputs.ticketType
    - name: status
      in: query
      value: $inputs.status
    - name: limit
      in: query
      value: 1
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      candidateId: $response.body#/0/id
    onSuccess:
    - name: ticketFound
      type: goto
      stepId: getTicket
      criteria:
      - context: $response.body
        condition: $.length > 0
        type: jsonpath
    - name: noTicket
      type: end
      criteria:
      - context: $response.body
        condition: $.length == 0
        type: jsonpath
  - stepId: getTicket
    description: >-
      Read the candidate trouble ticket back by id to confirm it is still open
      before escalating.
    operationId: getTroubleTicketById
    parameters:
    - name: id
      in: path
      value: $steps.findTickets.outputs.candidateId
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      currentSeverity: $response.body#/severity
  - stepId: escalateTicket
    description: >-
      Raise the trouble ticket's severity to escalate the issue.
    operationId: updateTroubleTicket
    parameters:
    - name: id
      in: path
      value: $steps.findTickets.outputs.candidateId
    requestBody:
      contentType: application/json
      payload:
        severity: $inputs.escalatedSeverity
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      ticketId: $response.body#/id
      severity: $response.body#/severity
  outputs:
    ticketId: $steps.escalateTicket.outputs.ticketId
    severity: $steps.escalateTicket.outputs.severity