Add IT Service Management skill

docs/_docs/reference/skills/experimental.md

@@ -37,6 +37,34 @@ The Weather skill provides a basic Skill that integrates with [AccuWeather](http
 
 The Music skill integrates with [Spotify](https://developer.spotify.com/documentation/web-api/libraries/) to look up playlists and artists and open via the Spotify app. Provide credentials after you [create a Spotify client](https://developer.spotify.com/dashboard/) in the appsettings to configure the skill.
 
+## IT Service Management Skill
+
+The [IT Service Management skill](https://github.com/microsoft/AI/tree/next/skills/src/csharp/experimental/itsmskill) provides a basic skill that provides ticket and knowledge base related capabilities and supports SerivceNow.
+
+To test this skill, one should setup the following:
+
+* Create a ServiceNow instance in [Developers](https://developer.servicenow.com/app.do#!/instance) and update the serviceNowUrl of appsettings.json: `"serviceNowUrl": "https://YOUR_INSTANCE_NAME.service-now.com"`
+* Create a [scripted REST API](https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/integrate/custom_web_services/task/t_CreateAScriptedRESTService.html) to get current user's sys_id and please raise an issue if simpler way is found
+    - In System Web Services/Scripted REST APIs, click New to create an API
+    - In API's Resources, click New to add a resource
+    - In the resource, select GET for HTTP method and input `(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) { return gs.getUserID(); })(request, response);` in Script
+    - Update the serviceNowGetUserId of appsetting.json: `"serviceNowGetUserId": "YOUR_API_NAMESPACE/YOUR_API_ID"`
+* Set up endpoint by [this document](https://docs.servicenow.com/bundle/london-platform-administration/page/administer/security/task/t_CreateEndpointforExternalClients.html#t_CreateEndpointforExternalClients) for Client id and Client secret to be used in the following OAuth Connection
+    - Redirect URL is https://token.botframework.com/.auth/web/redirect
+* Add an OAuth Connection in the Settings of Web App Bot named 'ServiceNow' with Service Provider 'Generic Oauth 2'
+    - Authorization URL as https://instance.service-now.com/oauth_auth.do
+    - Token URL, Refresh URL as https://instance.service-now.com/oauth_token.do
+    - No Scopes are needed
+    - Click Test Connection to verify
+
+To test this skill in VA, one should setup the following:
+
+* Add https://botbuilder.myget.org/F/aitemplates/api/v3/index.json as NuGet package source
+* Update VA's Microsoft.Bot.Builder.Solutions and Microsoft.Bot.Builder.Skills to 4.6.0-daily27 as this skill
+* Add VA's appId to AppsWhitelist of SimpleWhitelistAuthenticationProvider under Utilities
+* Add OAuth Connection as skill
+* The remaining steps are same as normal skills
+
 ## Experimental Skill Deployment
 
 The Experimental Skills require the following dependencies for end to end operation which are created through an ARM script which you can modify as required.

skills/src/csharp/Skills.sln

@@ -43,6 +43,9 @@ Project("{9A19103F-16F7-4668-BE54-9A1E7A4F7556}") = "MusicSkill", "experimental\
 EndProject
 Project("{9A19103F-16F7-4668-BE54-9A1E7A4F7556}") = "EventSkill", "experimental\eventskill\EventSkill.csproj", "{5BF2293A-6E56-464A-8355-EDC8972F7E09}"
 EndProject
+Project("{9A19103F-16F7-4668-BE54-9A1E7A4F7556}") = "ITSMSkill", "experimental\itsmskill\ITSMSkill.csproj", "{3DEE3053-5DCC-4263-8692-2E96C7010997}"
+EndProject
+
 Global
 	GlobalSection(SolutionConfigurationPlatforms) = preSolution
 		Debug - NuGet Packages|Any CPU = Debug - NuGet Packages|Any CPU
@@ -187,6 +190,14 @@ Global
 		{5BF2293A-6E56-464A-8355-EDC8972F7E09}.Documentation|Any CPU.Build.0 = Debug|Any CPU
 		{5BF2293A-6E56-464A-8355-EDC8972F7E09}.Release|Any CPU.ActiveCfg = Release|Any CPU
 		{5BF2293A-6E56-464A-8355-EDC8972F7E09}.Release|Any CPU.Build.0 = Release|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Debug - NuGet Packages|Any CPU.ActiveCfg = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Debug - NuGet Packages|Any CPU.Build.0 = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Debug|Any CPU.ActiveCfg = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Debug|Any CPU.Build.0 = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Documentation|Any CPU.ActiveCfg = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Documentation|Any CPU.Build.0 = Debug|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Release|Any CPU.ActiveCfg = Release|Any CPU
+		{3DEE3053-5DCC-4263-8692-2E96C7010997}.Release|Any CPU.Build.0 = Release|Any CPU
 	EndGlobalSection
 	GlobalSection(SolutionProperties) = preSolution
 		HideSolutionNode = FALSE
@@ -209,6 +220,7 @@ Global
 		{0EFEA4F2-DC7E-436E-B951-E9B566AFF7F0} = {3665D242-1A88-4860-B148-BAB695B7B5E4}
 		{A2ECB4BF-FD59-4746-B699-F1C326D561BB} = {3665D242-1A88-4860-B148-BAB695B7B5E4}
 		{5BF2293A-6E56-464A-8355-EDC8972F7E09} = {3665D242-1A88-4860-B148-BAB695B7B5E4}
+		{3DEE3053-5DCC-4263-8692-2E96C7010997} = {3665D242-1A88-4860-B148-BAB695B7B5E4}
 	EndGlobalSection
 	GlobalSection(ExtensibilityGlobals) = postSolution
 		SolutionGuid = {7B849B7E-CCF5-4031-91F7-CA835433B457}

skills/src/csharp/experimental/itsmskill/.filenesting.json

@@ -0,0 +1,15 @@
+{
+  "help": "https://go.microsoft.com/fwlink/?linkid=866610",
+  "dependentFileProviders": {
+    "add": {
+      "pathSegment": {
+        "add": {
+          ".*": [
+            ".json",
+            ".resx"
+          ]
+        }
+      }
+    }
+  }
+}

skills/src/csharp/experimental/itsmskill/Adapters/CustomSkillAdapter.cs

@@ -0,0 +1,43 @@
+// Copyright (c) Microsoft Corporation. All rights reserved.
+// Licensed under the MIT License.
+
+using System.Globalization;
+using ITSMSkill.Responses.Shared;
+using ITSMSkill.Services;
+using Microsoft.Bot.Builder;
+using Microsoft.Bot.Builder.Azure;
+using Microsoft.Bot.Builder.Dialogs;
+using Microsoft.Bot.Builder.Skills;
+using Microsoft.Bot.Builder.Solutions.Middleware;
+using Microsoft.Bot.Builder.Solutions.Responses;
+using Microsoft.Bot.Schema;
+
+namespace ITSMSkill.Adapters
+{
+    public class CustomSkillAdapter : SkillWebSocketBotAdapter
+    {
+        public CustomSkillAdapter(
+            BotSettings settings,
+            UserState userState,
+            ConversationState conversationState,
+            ResponseManager responseManager,
+            IBotTelemetryClient telemetryClient)
+        {
+            OnTurnError = async (context, exception) =>
+            {
+                CultureInfo.CurrentUICulture = new CultureInfo(context.Activity.Locale);
+                await context.SendActivityAsync(responseManager.GetResponse(SharedResponses.ErrorMessage));
+                await context.SendActivityAsync(new Activity(type: ActivityTypes.Trace, text: $"Skill Error: {exception.Message} | {exception.StackTrace}"));
+                telemetryClient.TrackException(exception);
+            };
+
+            // Uncomment the following line for local development without Azure Storage
+            // Use(new TranscriptLoggerMiddleware(new MemoryTranscriptStore()));
+            Use(new TranscriptLoggerMiddleware(new AzureBlobTranscriptStore(settings.BlobStorage.ConnectionString, settings.BlobStorage.Container)));
+            Use(new TelemetryLoggerMiddleware(telemetryClient, logPersonalInformation: true));
+            Use(new SetLocaleMiddleware(settings.DefaultLocale ?? "en-us"));
+            Use(new EventDebuggerMiddleware());
+            Use(new SkillMiddleware(userState, conversationState, conversationState.CreateProperty<DialogState>(nameof(DialogState))));
+        }
+    }
+}

skills/src/csharp/experimental/itsmskill/Adapters/DefaultAdapter.cs

@@ -0,0 +1,43 @@
+// Copyright (c) Microsoft Corporation. All rights reserved.
+// Licensed under the MIT License.
+
+using System.Globalization;
+using ITSMSkill.Responses.Shared;
+using ITSMSkill.Services;
+using Microsoft.Bot.Builder;
+using Microsoft.Bot.Builder.Azure;
+using Microsoft.Bot.Builder.Integration.AspNet.Core;
+using Microsoft.Bot.Builder.Solutions.Middleware;
+using Microsoft.Bot.Builder.Solutions.Responses;
+using Microsoft.Bot.Connector.Authentication;
+using Microsoft.Bot.Schema;
+
+namespace ITSMSkill.Bots
+{
+    public class DefaultAdapter : BotFrameworkHttpAdapter
+    {
+        public DefaultAdapter(
+            BotSettings settings,
+            ICredentialProvider credentialProvider,
+            IBotTelemetryClient telemetryClient,
+            ResponseManager responseManager)
+            : base(credentialProvider)
+        {
+            OnTurnError = async (context, exception) =>
+            {
+                CultureInfo.CurrentUICulture = new CultureInfo(context.Activity.Locale);
+                await context.SendActivityAsync(responseManager.GetResponse(SharedResponses.ErrorMessage));
+                await context.SendActivityAsync(new Activity(type: ActivityTypes.Trace, text: $"Skill Error: {exception.Message} | {exception.StackTrace}"));
+                telemetryClient.TrackException(exception);
+            };
+
+            // Uncomment the following line for local development without Azure Storage
+            // Use(new TranscriptLoggerMiddleware(new MemoryTranscriptStore()));
+            Use(new TranscriptLoggerMiddleware(new AzureBlobTranscriptStore(settings.BlobStorage.ConnectionString, settings.BlobStorage.Container)));
+            Use(new TelemetryLoggerMiddleware(telemetryClient, logPersonalInformation: true));
+            Use(new ShowTypingMiddleware());
+            Use(new SetLocaleMiddleware(settings.DefaultLocale ?? "en-us"));
+            Use(new EventDebuggerMiddleware());
+        }
+    }
+}

skills/src/csharp/experimental/itsmskill/Bots/DialogBot.cs

@@ -0,0 +1,46 @@
+// Copyright (c) Microsoft Corporation. All rights reserved.
+// Licensed under the MIT License.
+
+using System;
+using System.Threading;
+using System.Threading.Tasks;
+using Microsoft.Bot.Builder;
+using Microsoft.Bot.Builder.Dialogs;
+using Microsoft.Bot.Schema;
+using Microsoft.Extensions.DependencyInjection;
+
+namespace ITSMSkill.Bots
+{
+    public class DialogBot<T> : IBot
+        where T : Dialog
+    {
+        private readonly Dialog _dialog;
+        private readonly BotState _conversationState;
+        private readonly BotState _userState;
+        private readonly IBotTelemetryClient _telemetryClient;
+
+        public DialogBot(IServiceProvider serviceProvider, T dialog)
+        {
+            _dialog = dialog;
+            _conversationState = serviceProvider.GetService<ConversationState>();
+            _userState = serviceProvider.GetService<UserState>();
+            _telemetryClient = serviceProvider.GetService<IBotTelemetryClient>();
+        }
+
+        public async Task OnTurnAsync(ITurnContext turnContext, CancellationToken cancellationToken = default(CancellationToken))
+        {
+            // Client notifying this bot took to long to respond (timed out)
+            if (turnContext.Activity.Code == EndOfConversationCodes.BotTimedOut)
+            {
+                _telemetryClient.TrackTrace($"Timeout in {turnContext.Activity.ChannelId} channel: Bot took too long to respond.", Severity.Information, null);
+                return;
+            }
+
+            await _dialog.RunAsync(turnContext, _conversationState.CreateProperty<DialogState>(nameof(DialogState)), cancellationToken);
+
+            // Save any state changes that might have occured during the turn.
+            await _conversationState.SaveChangesAsync(turnContext, false, cancellationToken);
+            await _userState.SaveChangesAsync(turnContext, false, cancellationToken);
+        }
+    }
+}

skills/src/csharp/experimental/itsmskill/Content/Knowledge.1.0.json

@@ -0,0 +1,59 @@
+{
+  "type": "AdaptiveCard",
+  "id": "TicketCard",
+  "body": [
+    {
+      "type": "Container",
+      "items": [
+        {
+          "type": "ColumnSet",
+          "columns": [
+            {
+              "type": "Column",
+              "verticalContentAlignment": "Center",
+              "items": [
+                {
+                  "type": "TextBlock",
+                  "horizontalAlignment": "Left",
+                  "size": "Medium",
+                  "color": "Default",
+                  "text": "{Title}",
+                  "wrap": true
+                }
+              ],
+              "width": "stretch"
+            }
+          ]
+        },
+        {
+          "type": "TextBlock",
+          "size": "Small",
+          "color": "Default",
+          "text": "{UpdatedTime}"
+        },
+        {
+          "type": "TextBlock",
+          "size": "Small",
+          "color": "Default",
+          "text": "{Number}"
+        }
+      ]
+    },
+    {
+      "type": "TextBlock",
+      "wrap": true,
+      "text": "{Content}",
+      "maxLines": 5
+    }
+  ],
+  "actions": [
+    {
+      "type": "Action.OpenUrl",
+      "title": "{UrlTitle}",
+      "url": "{UrlLink}"
+    }
+  ],
+  "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
+  "version": "1.0",
+  "speak": "{Speak}"
+}