Support group and Managed by group should automatically update when change Technical Srervice offeri

Ashupakasma · ‎02-14-2023

Hello Expert,

I need help one of my existing issue:

I have created a scheduled script where I want to achieve this:

Support group and Managed by group should automatically update when changing Technical Service offering fields.

Can anyone help with this what's the best method to achieve this? Do I need to run the server-side script or can we achieve it via business rule?

I can share the current code, what I have written, but unfortunately it's not working.

EricDohr · ‎02-14-2023

Are you familiar with a Service Offering has a CI relationship of maintains with a dynamic CI group? This will pass through group information from the Service Offering to the CIs within the Dynamic CI group, no custom script needed.

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/csdm-implementation/task/c...

View solution in original post

Barry Kant · ‎02-16-2023

You can try this as example, I added supported_by attribute

Business Rule: CSDM - Sync Group Attributes

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

var prevValues = {};

var updateWithValues = {};

if (current.support_group.changes()) {

updateWithValues.support_group = current.getValue('support_group');

prevValues.support_group = previous.getValue('support_group');

}

if (current.assignment_group.changes()) {

updateWithValues.assignment_group = current.getValue('assignment_group');

prevValues.assignment_group = previous.getValue('assignment_group');

}

//New

if (current.supported_by.changes()) {

updateWithValues.supported_by = current.getValue('supported_by');

prevValues.supported_by = previous.getValue('supported_by');

}

if (current.managed_by_group.changes()) {

updateWithValues.managed_by_group = current.getValue('managed_by_group');

prevValues.managed_by_group = previous.getValue('managed_by_group');

}

if(JSUtil.nil(updateWithValues) || Object.keys(updateWithValues).length == 0)

return;

gs.eventQueue('csdm.tso.modified', current, JSON.stringify(prevValues), JSON.stringify(updateWithValues), 'sn_csdm_tso_queue');

gs.addInfoMessage(gs.getMessage('Data sync is activated for Change Group, Support Group, Supported By and Managed By Group fields.') +

" <a href='/api/now/v1/context_doc_url/enable-datasync' target='_blank'>" +

gs.getMessage('Learn more') + "</a>");

})(current, previous);

sysauto_script: CSDM Data sync

/******** Sync MBG from class to newly created CIs - Start ********/

// fetch all class info records with managed by group

var grCmdbClassInfo = new GlideRecord("cmdb_class_info");

var didUpdate;

grCmdbClassInfo.addNotNullQuery("managed_by_group");

grCmdbClassInfo.query();

while(grCmdbClassInfo.next()) {

// apply MBG to CIs in each specific class created in last 25 hours

var grCmdbCi = new GlideRecord("cmdb_ci");

grCmdbCi.addEncodedQuery("sys_created_on>javascript&colon;gs.hoursAgo(25)^managed_by_groupISEMPTY^sys_class_name=" + grCmdbClassInfo.getValue("class"));

grCmdbCi.query();

if (grCmdbCi.hasNext()) {

grCmdbCi.setValue("managed_by_group", grCmdbClassInfo.getValue("managed_by_group"));

grCmdbCi.updateMultiple();

didUpdate = true;

}

if (didUpdate) {

gs.log("Completed updating new CIs with Managed By Group");

}

/******** Sync MBG from class to newly created CIs - End ********/

/******** Sync SG, CG, MBG from newly created ci relationship between TSO and DCG ********/

var oldValues = {'support_group':'','assignment_group':'','supported_by':'','managed_by_group:':''};

var grRel = new GlideRecord('cmdb_rel_ci');

grRel.addEncodedQuery('sys_created_on>javascript&colon;gs.hoursAgo(25)');

grRel.addEncodedQuery('parent.sys_class_name=service_offering^child.sys_class_name=cmdb_ci_query_based_service');

grRel.query();

while(grRel.next()) {

if(util.isTechnicalService(grRel.getValue('parent')) && util.isTechnicalService(grRel.getValue('child'))) {

var tso = new GlideRecord('service_offering');

if (!tso.get(grRel.getValue('parent')))

continue;

var newValues = {};

newValues.support_group = tso.getValue('support_group');

newValues.assignment_group = tso.getValue('assignment_group');

//NEW

newValues.supported_by = tso.getValue('supported_by');

if (tso.getValue('managed_by_group')) {

// prevents overriding CI class MBG value with blank

newValues.managed_by_group = tso.getValue('managed_by_group');

}

gs.eventQueue('csdm.tso.modified', tso, JSON.stringify(oldValues), JSON.stringify(newValues), 'sn_csdm_tso_queue');

}

/******** End - Sync SG, CG, MBG from newly created ci relationship between TSO and DCG ********/

/********* Sync values(SG,CG,MBG) for new CIs getting added to DCG - Start *********/

var grAssoc = new GlideRecord('svc_ci_assoc');

grAssoc.addEncodedQuery('service_id.sys_class_name=cmdb_ci_query_based_service^service_id.service_classification=Technical Service^sys_created_on>javascript&colon;gs.hoursAgo(25)');

grAssoc.query();

var svcCiMap = {};

while(grAssoc.next()) {

var cis = svcCiMap[grAssoc.getValue('service_id')];

if(!cis)

cis = [];

cis.push(grAssoc.getValue('ci_id'));

svcCiMap[grAssoc.getValue('service_id')] = cis;

}

// Check if DCG is connected to any TSO

var validDcgSysIds = [];

var map = util.getAssocTSOsFromDCG(Object.keys(svcCiMap));

Object.keys(map).forEach(function(v){

validDcgSysIds = validDcgSysIds.concat(map[v]);

});

// Update values from DCG to CIs

var grDCG = new GlideRecord('cmdb_ci_query_based_service');

validDcgSysIds.forEach(function(dcgSysId) {

grDCG.get(dcgSysId);

var updateWithValues = {

'support_group' : grDCG.getValue('support_group'),

'assignment_group' : grDCG.getValue('assignment_group'),

'supported_by' : grDCG.getValue('supported_by'),

};

// prevents overriding ci class manager value if blank

if (grDCG.getValue('managed_by_group')) {

updateWithValues['managed_by_group'] = grDCG.getValue('managed_by_group');

}

util.updateRecords('cmdb_ci', svcCiMap[dcgSysId], updateWithValues);

gs.log("Completed updating CIs from DCIG");

});

/********* Sync values(SG,CG,MBG) for new CIs getting added to DCG - End *********/

View solution in original post

Ashupakasma · ‎02-16-2023

Thank you so much @Barry Kant for the solution.

It working now as expected. Thanks a ton!

I have also sent a request on LinkedIn to connect with you, hope you will accept 😛

Natascia Heil · ‎03-15-2023

You need to make sure that the DCIG has the service classification "Technical Service", then the default automation works.

Ashupakasma · ‎02-14-2023

Thanks @Barry Kant for your quick reply. Yes I want achieve the second approach what you have given here.

There is one OOTB schedule script name as "CSDM Data Sync". I am trying to make the changes there but not able to achieve. And one more thing for new CIs it working but for the old CIs its not.

Should I change the hours of from javascript&colon;gs.hoursAgo(25) to javascript&colon;gs.daysAgo(400)

Attaching the screenshot and script as well here

Thanks!

Barry Kant · ‎02-14-2023

Can you also check:
Business Rule: CSDM - Sync Group Attributes
If active this should run if the Service Classification == 'Technical Service'

Then it checks if one of the Group Values has been changed:
- Support Group
- Assignment Group (Change Group)
- Managed by Group
If so it created an event to sync that (instantly) to the related Dynamic CI Group and accordingly to all CIs within that Dynamic CI Group.

Can you confirm?

Ashupakasma · ‎02-16-2023

Hello @Barry Kant , Thank you so much, for the given solution. It's working now!

Your solution "If active this should run if the Service Classification == 'Technical Service'

Then it checks if one of the Group Values has been changed:
- Support Group
- Assignment Group (Change Group)
- Managed by Group
If so it created an event to sync that (instantly) to the related Dynamic CI Group and accordingly to all CIs within that Dynamic CI Group."

But I am having another additional requirement, just like after this configuration, these support group are populating now,

Support group
Change group
Managed by group

I also want to populate the approval group, and assignment group, Managed by and owned by attribute values as well. Kindly help to achieve this.

I have tried to make some changes in "CSDM Data Sync" but it's not working, attaching SS here.

And according to the CMDB manager, another problem is - whatever the value we are changing here for (SG, CG and MBG) via TSO, after 24 hours the value is changed to the old values, its looks like strange, but yes this also happening.