priority

[yardenKrispel]

Hi, I would like to know why the code doesn't work for me? What I need to do is as soon as I open an incident and put in the caller a client who is a VIP, then the priority automatically changes to 1. This is important as soon as I open before I save

[AnveshKumar M]

Hi @yardenKrispel 

For getReference, you need to use callback function, as it goes back to Server and gets the data.

Try the below script. 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var caller = g_form.getReference('caller_id', popVIPPriority);

    function popVIPPriority(caller) {
        if (caller.vip == 'true') {
            g_form.setValue("impact", "1");
            g_form.setValue("urgency", "1");
        }
    }

}

Please mark my answer helpful and accept as a solution if it helped 👍✔️

[yardenKrispel]

I can't in getReference due to system constraints, do you have another way of code to give me?

[Sandeep Rajput]

@yardenKrispel Here is the code you should use if you do not wish to use getReference.

1. Script Include:Create a client callable script include as follows.

var GetUserInfo = Class.create();
GetUserInfo.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {

    getVIPStatus: function() {
        var user_sys_id = this.getParameter("sysparm_user_sys_id");
        var grUser = new GlideRecord('sys_user');		
		var vipStatus='';
        if(grUser.get("sys_id", user_sys_id)){
			vipStatus = grUser.getDisplayValue('vip');
		}

		return vipStatus;
        
    },
    type: 'GetUserInfo'
});

Client Script:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var caller = g_form.getValue('caller_id');
    var ga = new GlideAjax('GetUserInfo'); // GetUserInfo is the script include name 
    ga.addParam('sysparm_name', 'getVIPStatus'); // getVIPStatus is the function in the script include that we're calling 
    ga.addParam('sysparm_user_sys_id', caller); // set user to Fred Luddy 

    /* Call GetUserInfo.managerName() with user set to Fred Luddy and use the callback function ManagerParse() to return the result when ready */
    ga.getXMLAnswer(setVIPPriority);
}

// callback function for returning the result from the script include
function setVIPPriority(response) {
    var answer = response.responseXML.documentElement.getAttribute("answer");
    if (answer == 'true') {
        g_form.setValue("impact", "1");
        g_form.setValue("urgency", "1");
    }
}

Hope this helps.

[yardenKrispel]

its not working the prioirty is not change