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]

Thank you, let me check what you have suggested and will update you if it is working as expected.

[Tai Vu]

Hi @dmarpaka 

It appears that your script works well from my side. Can you provide more details about the error?

Cheers,

Tai Vu

[dmarpaka]

I am trying it as a POC for my org. Once it works will update you more about it.

[Dr Atul G- LNG]

Hi @dmarpaka 

 I am not a coder, but cant we set the SLA end time in due date?