nexpose_ticketing 1.0.2 → 1.2.1

data/lib/nexpose_ticketing/helpers/remedy_helper.rb

@@ -6,17 +6,14 @@ require 'csv'
 require 'savon'
 require 'nexpose_ticketing/nx_logger'
 require 'nexpose_ticketing/version'
-require 'nexpose_ticketing/common_helper'
+require_relative './base_helper'
 
 # Serves as the Remedy interface for creating/updating issues from 
 # vulnelrabilities found in Nexpose.
-class RemedyHelper
-  attr_accessor :remedy_data, :options, :log, :client
-  def initialize(remedy_data, options)
-    @remedy_data = remedy_data
-    @options = options
-    @log = NexposeTicketing::NxLogger.instance
-    @common_helper = NexposeTicketing::CommonHelper.new(@options)
+class RemedyHelper < BaseHelper
+  attr_accessor :log, :client
+  def initialize(service_data, options, mode)
+    super(service_data, options, mode)
   end
 
   # Generates a savon-based ticket object.
@@ -26,9 +23,9 @@ class RemedyHelper
   #
   def generate_new_ticket(extra_fields=nil)
     base_ticket = {
-      'First_Name' => "#{@remedy_data[:first_name]}",
+      'First_Name' => "#{@service_data[:first_name]}",
         'Impact' => '1-Extensive/Widespread',
-        'Last_Name' => "#{@remedy_data[:last_name]}",
+        'Last_Name' => "#{@service_data[:last_name]}",
         'Reported_Source' => 'Other',
         'Service_Type' => 'Infrastructure Event',
         'Status' => 'New',
@@ -52,13 +49,13 @@ class RemedyHelper
     Savon.client(wsdl:  File.join(File.dirname(__FILE__), "../config/remedy_wsdl/#{wdsl}"),
                  adapter: :net_http,
                  ssl_verify_mode: :none,
-                 open_timeout: @remedy_data[:open_timeout],
-                 read_timeout: @remedy_data[:read_timeout],
-                 endpoint: @remedy_data[endpoint.intern],
+                 open_timeout: @service_data[:open_timeout],
+                 read_timeout: @service_data[:read_timeout],
+                 endpoint: @service_data[endpoint.intern],
                  soap_header: { 'AuthenticationInfo' => 
-                                  { 'userName' => "#{@remedy_data[:username]}",
-                                    'password' => "#{@remedy_data[:password]}",
-                                    'authentication' => "#{@remedy_data[:authentication]}"
+                                  { 'userName' => "#{@service_data[:username]}",
+                                    'password' => "#{@service_data[:password]}",
+                                    'authentication' => "#{@service_data[:authentication]}"
                                    }
                               })
   end
@@ -95,6 +92,7 @@ class RemedyHelper
   #
   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
@@ -110,6 +108,7 @@ class RemedyHelper
       @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
@@ -125,6 +124,7 @@ class RemedyHelper
       @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  
@@ -164,19 +164,9 @@ class RemedyHelper
   #   - List of savon-formated (hash) tickets for creating within Remedy.
   #
   def prepare_create_tickets(vulnerability_list, nexpose_identifier_id)
+    @metrics.start
     @log.log_message('Preparing ticket requests...')
-    case @options[:ticket_mode]
-    # 'D' Default IP *-* Vulnerability
-    when 'D' then matching_fields = ['ip_address', 'vulnerability_id']
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-        fail 'Unsupported ticketing mode selected.'
-    end
-
-    prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    prepare_tickets(vulnerability_list, nexpose_identifier_id)
   end
 
   # Prepare to update tickets from the CSV of vulnerabilities exported from Nexpose. This method determines
@@ -189,18 +179,8 @@ class RemedyHelper
   #   - List of savon-formated (hash) tickets for creating within Remedy.
   #
   def prepare_update_tickets(vulnerability_list, nexpose_identifier_id)
-    case @options[:ticket_mode]
-    # 'D' Default IP *-* Vulnerability
-    when 'D' then fail 'Ticket updates are not supported in Default mode.'
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-        fail 'Unsupported ticketing mode selected.'
-    end
-
-    prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    @metrics.start
+    prepare_tickets(vulnerability_list, nexpose_identifier_id)
   end
   
   # Prepares a list of vulnerabilities into a list of savon-formatted tickets (incidents) for 
@@ -212,7 +192,8 @@ class RemedyHelper
   # * *Returns* :
   #   - List of savon-formated (hash) tickets for creating within Remedy.
   #
-  def prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+  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.")
@@ -222,19 +203,21 @@ class RemedyHelper
     CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
       if previous_row.nil?
         previous_row = row.dup        
-        description = @common_helper.get_description(nexpose_identifier_id, row)
-        @ticket = generate_new_ticket({'Summary' => "#{@common_helper.get_title(row, 100)}",
+        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: #{@common_helper.generate_nxid(nexpose_identifier_id, row)}")
+        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: #{@common_helper.generate_nxid(nexpose_identifier_id, row)}. Creating...")
+          @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}"
           
@@ -250,28 +233,30 @@ class RemedyHelper
           previous_row = nil
           redo
         else
-          info = @common_helper.get_field_info(matching_fields, previous_row)
+          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 = @common_helper.get_field_info(matching_fields, previous_row)
+        info = @mode_helper.get_field_info(matching_fields, previous_row)
         @log.log_message("Generated ticket with #{info}")
 
-        @ticket['Notes'] = @common_helper.print_description(description)
+        @ticket['Notes'] = @mode_helper.print_description(description)
         tickets.push(@ticket)
         previous_row = nil
         description = nil
         redo
       else
-        description = @common_helper.update_description(description, row)        
+        description = @mode_helper.update_description(description, row)        
       end
     end
 
     unless @ticket.nil? || @ticket.empty?
-      @ticket['Notes'] = @common_helper.print_description(description)
+      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
 
@@ -351,7 +336,7 @@ class RemedyHelper
       return ticket_from_queried_incident(queried_incident, notes_header, nil) 
     end
 
-    fail "Multiple tickets returned for same NXID" if queried_incidents.count > 1 
+    fail "Multiple tickets returned for same NXID" if queried_incident.count > 1 
     ticket_from_queried_incident(queried_incident.first, notes_header, nil)
   end
 
@@ -368,7 +353,7 @@ class RemedyHelper
     @nxid = nil
     tickets = []
     CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
-      @nxid = @common_helper.generate_nxid(nexpose_identifier_id, 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}")

data/lib/nexpose_ticketing/helpers/servicedesk_helper.rb

@@ -1,22 +1,19 @@
 require 'net/http'
 require 'nokogiri'
 require 'dbm'
-require 'nexpose_ticketing/common_helper'
+require_relative './base_helper'
 require 'nexpose_ticketing/nx_logger'
 require 'nexpose_ticketing/version'
 
-class ServiceDeskHelper
-  attr_accessor :servicedesk_data, :options, :log
+class ServiceDeskHelper < BaseHelper
+  attr_accessor :log
 
-  def initialize(servicedesk_data, options)
-    @servicedesk_data = servicedesk_data
-    @options = options
-    @log = NexposeTicketing::NxLogger.instance
+  def initialize(service_data, options, mode)
+    super(service_data, options, mode)
 
-    @rest_uri = servicedesk_data[:rest_uri]
-    @api_key = servicedesk_data[:api_key]
-    @ticket_db_path = servicedesk_data[:ticket_db_path]
-    @common_helper = NexposeTicketing::CommonHelper.new(@options)
+    @rest_uri = service_data[:rest_uri]
+    @api_key = service_data[:api_key]
+    @ticket_db_path = service_data[:ticket_db_path]
   end
 
 
@@ -62,26 +59,17 @@ class ServiceDeskHelper
 
   def prepare_create_tickets(vulnerability_list, nexpose_identifier_id)
     @log.log_message('Preparing ticket creation...')
-    case @options[:ticket_mode]
-    # 'D' Default IP *-* Vulnerability
-    when 'D' then matching_fields = ['ip_address', 'vulnerability_id']
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-      fail 'Unsupported ticketing mode selected.'
-    end
-
-    tickets = prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    tickets = prepare_tickets(vulnerability_list, nexpose_identifier_id)
 
     tickets.each { |ticket| @log.log_message("Prepared ticket: #{ticket}")}
     tickets
   end
 
 
-  def prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+  def prepare_tickets(vulnerability_list, nexpose_identifier_id)
+    @metrics.start
     @log.log_message("Preparing ticket for #{@options[:ticket_mode]} mode.")
+    matching_fields = @mode_helper.get_matching_fields
     tickets = []
     host_vulns={}
     previous_row = nil
@@ -94,39 +82,40 @@ class ServiceDeskHelper
       initial_scan = initial_scan || row['comparison'].nil?
         
       if previous_row.nil?
-        nxid = @common_helper.generate_nxid(nexpose_identifier_id, row)
+        nxid = @mode_helper.get_nxid(nexpose_identifier_id, row)
         previous_row = row.dup
-        description = @common_helper.get_description(nexpose_identifier_id, row)  
+        description = @mode_helper.get_description(nexpose_identifier_id, row)  
 
         host_vulns[nxid] = { :ip => row['ip_address'], 
                              :description => "",
-                             :title => @common_helper.get_title(row) } 
+                             :title => @mode_helper.get_title(row) } 
       elsif matching_fields.any? {  |x| previous_row[x].nil? || previous_row[x] != row[x] }
-        nxid = @common_helper.generate_nxid(nexpose_identifier_id, previous_row)
-        info = @common_helper.get_field_info(matching_fields, previous_row)
+        info = @mode_helper.get_field_info(matching_fields, previous_row)
         @log.log_message("Generated ticket with #{info}")
 
-        host_vulns[nxid][:description] = @common_helper.print_description(description)
+        host_vulns[nxid][:description] = @mode_helper.print_description(description)
         previous_row = nil
         description = nil
         redo
       else
-        description = @common_helper.update_description(description, row)
+        description = @mode_helper.update_description(description, row)
       end
     end
 
     unless host_vulns[nxid].nil? || host_vulns[nxid].empty?
-      host_vulns[nxid][:description] = @common_helper.print_description(description)
+      host_vulns[nxid][:description] = @mode_helper.print_description(description)
     end
 
     host_vulns.each do |nxid, vuln_info|
       workorderid = initial_scan ? nil : find_ticket_in_database(nxid)
       if workorderid.nil? || workorderid.empty?
         @log.log_message("Creating new incident for assetid #{nxid}")
+        @metrics.created
         tickets << { :action => :create, :nxid => nxid,
                      :description => create_ticket_request(vuln_info[:title], vuln_info[:description]) }
       else
         @log.log_message("Updating incident for assetid #{nxid}")
+        @metrics.updated
         tickets << { :action => :modify, :nxid => nxid, 
                      :workorderid => workorderid,
                      :description => modify_ticket_request(vuln_info[:description]) }
@@ -145,7 +134,7 @@ class ServiceDeskHelper
                 xml.text 'requester'
             }
             xml.value {
-              xml.text @servicedesk_data[:requester]
+              xml.text @service_data[:requester]
             }
           }
           xml.parameter {
@@ -153,7 +142,7 @@ class ServiceDeskHelper
               xml.text 'Group'
             }
             xml.value {
-              xml.text @servicedesk_data[:group]
+              xml.text @service_data[:group]
             }
           }
           xml.parameter {
@@ -197,7 +186,7 @@ class ServiceDeskHelper
                 xml.text 'requester'
             }
             xml.value {
-              xml.text @servicedesk_data[:requester]
+              xml.text @service_data[:requester]
             }
           }
           xml.parameter {
@@ -295,18 +284,7 @@ class ServiceDeskHelper
 
   def prepare_update_tickets(vulnerability_list, nexpose_identifier_id)
     @log.log_message('Preparing ticket updates...')
-    case @options[:ticket_mode]
-    # 'D' Default IP *-* Vulnerability
-    when 'D' then fail 'Ticket updates are not supported in Default mode.'
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-        fail 'Unsupported ticketing mode selected.'
-    end
-
-    prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    prepare_tickets(vulnerability_list, nexpose_identifier_id)
   end
 
 
@@ -336,7 +314,7 @@ class ServiceDeskHelper
     @nxid = nil
     tickets = []
     CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
-      @nxid = @common_helper.generate_nxid(nexpose_identifier_id, row)
+      @nxid = @mode_helper.get_nxid(nexpose_identifier_id, row)
 
       workorderid = find_ticket_in_database(@nxid)
       # Query ServiceDesk for the incident by unique id (generated NXID)
@@ -352,8 +330,11 @@ class ServiceDeskHelper
   end
 
 
+
   def close_tickets( tickets )
-    tickets.each { |ticket| close_ticket(ticket) if ticket[:action] == :close && !ticket[:workorderid].nil?}
+    to_close = tickets.select { |t| t[:action] == :close && !t[:workorderid].nil? }
+    @metrics.closed to_close.count
+    to_close.each { |ticket| close_ticket(ticket) }
     remove_tickets_from_database(tickets)
   end
 end

data/lib/nexpose_ticketing/helpers/servicenow_helper.rb

@@ -5,18 +5,15 @@ require 'uri'
 require 'csv'
 require 'nexpose_ticketing/nx_logger'
 require 'nexpose_ticketing/version'
-require 'nexpose_ticketing/common_helper'
+require_relative './base_helper'
 require 'securerandom'
 
 # Serves as the ServiceNow interface for creating/updating issues from 
 # vulnelrabilities found in Nexpose.
-class ServiceNowHelper
-  attr_accessor :servicenow_data, :options, :log, :transform
-  def initialize(servicenow_data, options)
-    @servicenow_data = servicenow_data
-    @options = options
-    @log = NexposeTicketing::NxLogger.instance
-    @common_helper = NexposeTicketing::CommonHelper.new(@options)
+class ServiceNowHelper < BaseHelper
+  attr_accessor :log, :transform
+  def initialize(service_data, options, mode)
+    super(service_data, options, mode)
   end
 
   # Sends a list of tickets (in JSON format) to ServiceNow individually (each ticket in the list 
@@ -29,7 +26,7 @@ class ServiceNowHelper
     fail 'Ticket(s) cannot be empty' if tickets.nil? || tickets.empty?
 
     tickets.each do |ticket|
-      send_ticket(ticket, @servicenow_data[:servicenow_url], @servicenow_data[:redirect_limit])
+      send_ticket(ticket, @service_data[:servicenow_url], @service_data[:redirect_limit])
     end
   end
 
@@ -42,10 +39,10 @@ class ServiceNowHelper
   def update_tickets(tickets)
     if tickets.nil? || tickets.empty?
       @log.log_message('No tickets to update.')
-    else
-      tickets.each do |ticket|
-        send_ticket(ticket, @servicenow_data[:servicenow_url], @servicenow_data[:redirect_limit])
-      end
+      return
+    end
+    tickets.each do |ticket|
+      send_ticket(ticket, @service_data[:servicenow_url], @service_data[:redirect_limit])
     end
   end
   
@@ -56,12 +53,14 @@ class ServiceNowHelper
   #   - +tickets+ -  List of JSON-formatted ticket closures.
   #
   def close_tickets(tickets)
+    @metrics.closed tickets.count
+
     if tickets.nil? || tickets.empty?
       @log.log_message('No tickets to close.')
-    else
-      tickets.each do |ticket|
-        send_ticket(ticket, @servicenow_data[:servicenow_url], @servicenow_data[:redirect_limit])
-      end
+      return
+    end
+    tickets.each do |ticket|
+      send_ticket(ticket, @service_data[:servicenow_url], @service_data[:redirect_limit])
     end
   end
 
@@ -76,10 +75,10 @@ class ServiceNowHelper
  
     #Get the address
     query = "incident.do?JSONv2&sysparm_query=active=true^u_nxid=#{nxid}"
-    uri = URI.join(@servicenow_data[:servicenow_url], '/')
+    uri = URI.join(@service_data[:servicenow_url], '/')
     full_url = URI.join(uri, "/").to_s + query
     req = Net::HTTP::Get.new(full_url, headers)
-    req.basic_auth @servicenow_data[:username], @servicenow_data[:password]
+    req.basic_auth @service_data[:username], @service_data[:password]
     resp = Net::HTTP.new(uri.host, uri.port)
 
     # Enable this line for debugging the https call.
@@ -132,12 +131,12 @@ class ServiceNowHelper
     headers = { 'Content-Type' => 'application/json',
                 'Accept' => 'application/json' }
     req = Net::HTTP::Post.new(url, headers)
-    req.basic_auth @servicenow_data[:username], @servicenow_data[:password]
+    req.basic_auth @service_data[:username], @service_data[:password]
     req.body = ticket
 
     resp = Net::HTTP.new(uri.host, uri.port)
     # Setting verbose_mode to 'Y' will debug the https call(s).
-    resp.set_debug_output $stderr if @servicenow_data[:verbose_mode] == 'Y'
+    resp.set_debug_output $stderr if @service_data[:verbose_mode] == 'Y'
     resp.use_ssl = true if uri.scheme == 'https'
     # Currently, we do not verify SSL certificates (in case the local servicenow instance uses
     # and unsigned or expired certificate)
@@ -162,19 +161,7 @@ class ServiceNowHelper
   #   - List of JSON-formated tickets for creating within ServiceNow.
   #
   def prepare_create_tickets(vulnerability_list, nexpose_identifier_id)
-    @log.log_message('Preparing ticket requests...')
-    case @options[:ticket_mode]
-    # 'D' Default IP *-* Vulnerability
-    when 'D' then matching_fields = ['ip_address', 'vulnerability_id']
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-        fail 'Unsupported ticketing mode selected.'
-    end
-
-    prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    prepare_tickets(vulnerability_list, nexpose_identifier_id)
   end
 
   # Prepares a list of vulnerabilities into a list of JSON-formatted tickets (incidents) for 
@@ -186,7 +173,9 @@ class ServiceNowHelper
   # * *Returns* :
   #   - List of JSON-formated tickets for creating within ServiceNow.
   #
-  def prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+  def prepare_tickets(vulnerability_list, nexpose_identifier_id)
+    @metrics.start
+    matching_fields = @mode_helper.get_matching_fields
     @ticket = Hash.new(-1)
 
     @log.log_message("Preparing tickets in #{options[:ticket_mode]} address.")
@@ -198,7 +187,7 @@ class ServiceNowHelper
     CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
       if previous_row.nil?
         previous_row = row.dup
-        nxid = @common_helper.generate_nxid(nexpose_identifier_id, row)
+        nxid = @mode_helper.get_nxid(nexpose_identifier_id, row)
 
         action = if row['comparison'].nil? || row['comparison'] == 'New'
                    'insert'
@@ -208,21 +197,21 @@ class ServiceNowHelper
 
         @ticket = {
           'sysparm_action' => action,
-          'caller_id' => "#{@servicenow_data[:username]}",
+          'caller_id' => "#{@service_data[:username]}",
           'category' => 'Software',
           'impact' => '1',
           'urgency' => '1',
-          'short_description' => @common_helper.get_title(row),
+          'short_description' => @mode_helper.get_title(row),
           'work_notes' => "",
           'u_nxid' => nxid,
           'u_rpd_id' => nil
         }
-        description = @common_helper.get_description(nexpose_identifier_id, row)
+        description = @mode_helper.get_description(nexpose_identifier_id, row)
       elsif matching_fields.any? { |x|  previous_row[x].nil? || previous_row[x] != row[x] }
-        info = @common_helper.get_field_info(matching_fields, previous_row)
+        info = @mode_helper.get_field_info(matching_fields, previous_row)
         @log.log_message("Generated ticket with #{info}")
 
-        @ticket['work_notes'] = @common_helper.print_description(description)
+        @ticket['work_notes'] = @mode_helper.print_description(description)
         tickets.push(@ticket)
         
         previous_row = nil
@@ -232,12 +221,14 @@ class ServiceNowHelper
         unless row['comparison'].nil? || row['comparison'] == 'New'
           @ticket['sysparm_action'] = 'update'
         end
-        description = @common_helper.update_description(description, row)      
+        description = @mode_helper.update_description(description, row)      
       end
     end
 
     unless @ticket.nil? || @ticket.empty?
-      @ticket['work_notes'] = @common_helper.print_description(description) unless (@ticket.size == 0)
+      info = @mode_helper.get_field_info(matching_fields, previous_row)
+      @log.log_message("Generated ticket with #{info}")
+      @ticket['work_notes'] = @mode_helper.print_description(description) unless (@ticket.size == 0)
       tickets.push(@ticket)
     end
     @log.log_message("Generated <#{tickets.count.to_s}> tickets.")
@@ -246,6 +237,9 @@ class ServiceNowHelper
       if t['sysparm_action'] == 'update'
         t['sysparm_action'] = 'insert'
         t['u_rpd_id'] = get_ticket_identifier(t['u_nxid'])
+        @metrics.updated
+      else
+        @metrics.created
       end
 
       t['u_rpd_id'] ||= SecureRandom.uuid
@@ -263,18 +257,7 @@ class ServiceNowHelper
   #   - List of JSON-formated tickets for updating within ServiceNow.
   #
   def prepare_update_tickets(vulnerability_list, nexpose_identifier_id)
-    
-    case @options[:ticket_mode]
-    when 'D' then fail 'Ticket updates are not supported in Default mode.'
-    # 'I' IP address -* Vulnerability
-    when 'I' then matching_fields = ['ip_address']
-    # 'V' Vulnerability -* Assets
-    when 'V' then matching_fields = ['vulnerability_id']
-    else
-        fail 'Unsupported ticketing mode selected.'
-    end
-
-    prepare_tickets(vulnerability_list, nexpose_identifier_id, matching_fields)
+    prepare_tickets(vulnerability_list, nexpose_identifier_id)
   end
 
 
@@ -292,7 +275,7 @@ class ServiceNowHelper
     tickets = []
     @nxid = nil
     CSV.parse(vulnerability_list.chomp, headers: :first_row)  do |row|
-      @nxid = @common_helper.generate_nxid(nexpose_identifier_id, row)
+      @nxid = @mode_helper.get_nxid(nexpose_identifier_id, row)
       # 'state' 7 is the "Closed" state within ServiceNow.
       ticket_id = get_ticket_identifier(@nxid)
       @log.log_message("Closing ticket with NXID: #{@nxid}.")