List of Applications classified as Business Service - should be P2 default in Incident form

[now developer]

Hello all,

Here is a requirement. There is a list of apps whose Service classification is Business services in cmdb_ci_service table. When we select any one of these apps in service(business_services) field on the incident form, the incident request automatically should change to P2 default while placing the request. 

Need help on this.

Thanks,

[Dr Atul G- LNG]

Hi @now developer 

I am not 100% sure, but putting an idea,

For this write a client script and once the field has been entereed then check

ci.class.Classifiction = BS

If Yes

set Impact =2

Urgency =2, which make P=2

Give a try on these lines.

[Ashish37]

In my opinion for better user experience writing an OnChange client script on service(business_services) field on the incident form  would be appropriate here because that will change the Priority =2 (you have to set Urgency =2, Impact=1, Priority will be set automatically) on the firm before submitting the request for user to see. You may want to lock Urgency and Impact so you can ensure the priority remain P2. Also it will be nice to show message at the top.

No in order to do this you need to do dot walk to ( business_services.service_classification) field which can be done using GlideAjax API. 

Refer GlideAjax to get a reference fields related field value.

Using GlideAjax is preferable due to performance improvement (due to reduced n/w traffic being transferred).

If requirement is strictly "incident request automatically should change to P2 default while placing the request." may be because incidents are submitted via any integration, then you can write Insert/Update + Before Business rule on Incident table and check condition business_services.service_classification = Business services and set Impact and Urgency which will automatically set Priority.

Thanks,

Ashish

[now developer]

Hello all,

I tried writing Script Includes, before BR, onChange Client script. Still unable to achieve this requirement, Can someone please help me on this. I am attaching the screenshots of all the scripts.

Thanks