ServiceNow script for calculating the due date of an incident based on its priority.

[dmarpaka]

I tried writing a before insert BR and calculate the due date by adding created date and based on the priority of the incident. I am getting a compilation error, can someone help me achieve this

(function executeRule(current, previous /*null when async*/ ) {

    // Check if the incident is being created

    if (current.operation() == 'insert') {

        // Get the incident created date

        var createdDate = new GlideDateTime(current.getValue('sys_created_on'));

        // Get the priority of the incident

        var priority = current.getValue('priority');

        // Calculate SLA duration based on priority

        var slaDuration;

        if (priority == '1') {

            slaDuration = new GlideDuration('0 01:00:00'); // Priority 1 gets 1 hour SLA time

        } else if (priority == '2') {

            slaDuration = new GlideDuration('0 08:00:00'); // Priority 2 gets 8 hours SLA time

        } else if (priority == '3') {

            slaDuration = new GlideDuration('1 00:00:00'); // Priority 3 gets 1 day SLA time

        } else if (priority == '4') {

            slaDuration = new GlideDuration('2 00:00:00'); // Priority 4 gets 2 days SLA time

        }

        // Add SLA duration to created date

        var schedule = new GlideSchedule('08fcd0830a0a0b2600079f56b1adb9ae');

        var dueDate = schedule.add(createdDate, slaDuration);

        current.u_due_date = dueDate;

    }

})(current, previous);

[dmarpaka]

I am trying to do it as POC for my org, I will update you more about it once it works as expected.

[Dr Atul G- LNG]

Thanks @dmarpaka for update. If possible go OOTB and use SLA for this.

[ashishdevsingh]

Can you please check in log what exactly you are getting in error ?
i would suggest you to please use current date time instead of sys_created_on. Reason: since you are using the before BR and calculating the value based on sys_created_on. So i am not sure if till that time you get the created_on value correctly. It depends on DB operation execution. 

Instead of that, run this BR after and trigger the event which calculate the due date value using same code and update the record. 

[Ryan Duce · Accepted solution]

Using a script for this rather than out-of-box functionality is not recommended. I would recommend you configure your SLAs as follows:

Table	Start condition	User-specified duration	Schedule
incident	Priority = 1	1 hour	<your schedule>
incident	Priority = 2	8 hours	<your schedule>
incident	Priority = 3	1 day	<your schedule>
incident	Priority = 4	2 days	<your schedule>

Then, you should build a report on the out-of-box incident_sla table, which joins the incident table with the task_sla table and includes the "Breach time" field from the generated task_sla record, which is automatically populated with the due date you're looking for.

Benefits of this approach

• No custom code which must be tested after each upgrade
• No hard-coded sys-ids or durations - easy to reconfigure the timings of the SLAs
• No custom fields
• Additional SLAs can easily be added at a later date - the solution is far more scalable

Please mark as correct or helpful if this assisted you!