if incident is raised out of the working hrs a call out mechanism to be triggered (mail)

[monishasp]

HI,  

I need assistance with setting up a mechanism to trigger notifications for incidents raised outside of working hours. I've created a schedule in the cmn_schedule table with working hours set from 8 AM to 5 PM. I attempted to build a notification system using this code, but I'm having trouble. Could someone help me with the code?

(function() {
    // Define the schedule name for "8-5 weekdays excluding holidays"
    var scheduleName = "8-5 weekdays excluding holidays"; // Use the exact name of your schedule
    var schedule = new GlideSchedule(scheduleName);

    // Get the creation time of the incident
    var createdOn = current.sys_created_on;

    // Get the next available working time based on the schedule
    var nextWorkingTime = schedule.getNextScheduledTime(createdOn);

    // Check if the incident creation time is outside of working hours
    // If the incident was created before the start of working hours or after the end, it's considered outside
    var incidentTime = createdOn.getDisplayValue(); // Convert to string for display purposes

    // If the incident is created outside working hours (before 8 AM or after 5 PM), return true for the condition
    if (createdOn < nextWorkingTime) {
        return true; // This triggers the notification as the incident is outside working hours
    } else {
        return false; // Incident created during working hours, no notification
    }
})();

[SwamyM]

Hi @monishasp ,

In your script you are not setting the timezone to schedule. Below is sample code to set your timezone.

var schedule = new GlideSchedule('090eecae0a0a0b260077e1dfa71da828', 'US/Pacific');

And instead of calculating nextschedule time, you can check whether current time is in Schedule window or  not. Below is the sample script.

var glide = new GlideRecord('cmn_schedule');
glide.addQuery('type', 'blackout');
glide.query();
if (glide.next()) {
   var sched = new GlideSchedule(glide.sys_id);
   var date = new GlideDateTime();
   date.setDisplayValue("2007-09-18 12:00:00");
   if (sched.isInSchedule(date)) 
      gs.info("Is in the schedule");
   else
      gs.info("Is NOT in the schedule");
}

Refer below documents link for more details
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/app-store/dev_portal/API_referenc...

Please select Correct or Helpful options if my answer is useful.

Regards,

Swamy