priority

yardenKrispel · ‎11-20-2023

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 · ‎11-20-2023

@yardenKrispel

Try this updated script, I tested this in my PDI, it is working fine.

Client Callable Script Include:

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

    checkVIPFlag: function() {
        var caller = this.getParameter("sysparm_caller");
        var usrGr = new GlideRecord('sys_user');
        if (usrGr.get("sys_id", caller)) {
            return usrGr.getValue('vip') + '';
        }

        return '0';
    },
    type: 'CustomUserUtils'
});

Client Script:

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

    var caller = g_form.getValue('caller_id');
    var uGa = new GlideAjax('CustomUserUtils');
    uGa.addParam('sysparm_name', 'checkVIPFlag');
    uGa.addParam('sysparm_caller', caller);
    uGa.getXMLAnswer(setPriority);
}

function setPriority(answer) {
    if (answer == '1') {
        g_form.setValue("impact", "1");
        g_form.setValue("urgency", "1");
    }

}

Result:

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

Thanks,
Anvesh

View solution in original post

AnveshKumar M · ‎11-20-2023

@yardenKrispel / @Sandeep Rajput

Change the client script to this one.

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(answer) {
    if (answer == 'true') {
        g_form.setValue("impact", "1");
        g_form.setValue("urgency", "1");
    }
}

And, Script Include to the one below.

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.getValue('vip') + '';
		}

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

Thanks,
Anvesh

yardenKrispel · ‎11-20-2023

its not work. no change

Sandeep Rajput · ‎11-20-2023

@yardenKrispel Could you please share the snapshot of your script include. Would like to check if Client callable checkbox on the script include is checked or not.

yardenKrispel · ‎11-20-2023

GlideAjax

yaswanthi2 · ‎11-20-2023

Hi @yardenKrispel

Try below code

function onLoad() {

    var callerID = g_form.getReference('caller_id', VIPtrue);

    function VIPtrue(callerID) {

        if (callerID.vip) {

            g_form.setValue("impact", "1");

            g_form.setValue("urgency", "1");
        }
    }
}