Edit Escalation Case work notes

[Marcel Caceres]

When an Escalation is created for an existing case record there are 2 OOB entries created into the case work notes.

I want to change the content of those notes but I can't find the script definition. I have looked into Task, case and escalation tables.

Anyone can point me to the right place?

Below a sample of the OOB notes (erased case and user details form data compliance)

[Brian McMinn2 · Accepted solution]

This is all driven in the script include called Escalation UTILS. ServiceNow Makes this read only by default, so you may want to contact servicenow to see if you can edit or Insert and Stay and make a clone that you will tie into your instance. Let me know if you have any more questions.

Thanks,

Brian McMinn

Veterans ETS Consulting

Mobile: 530-487-3279

var EscalationUtils = Class.create();
EscalationUtils.prototype = {
    initialize: function() {
    },
	
	canRequestEscalation: function(gr) {
				
		var gr_esc = new GlideRecord('sn_customerservice_escalation');
		gr_esc.addQuery('source_table', gr.sys_class_name);
		gr_esc.addQuery('source_record', gr.sys_id);
		gr_esc.addQuery('active', true);
		gr_esc.query();
		if(!gr_esc.next()) 
			return true;
		
		return false;
		
	},
	
	canRequestDeescalation: function(gr) {
		var gr_esc = new GlideRecord('sn_customerservice_escalation');
		gr_esc.addQuery('source_table', gr.sys_class_name);
		gr_esc.addQuery('source_record', gr.sys_id);
		gr_esc.addQuery('state', 101);    // escalated
		gr_esc.addQuery('active', true);
		gr_esc.query();
		if (gr_esc.next()) 
			return true;
		
		return false;
	},
	
	appendNote: function(escalation, fieldName, newValue, oldValue) {
				
		var gr_source = new GlideRecord(escalation.getValue('source_table'));
		gr_source.get(escalation.getValue('source_record'));
		if(!gr_source) return;
		
		if(fieldName == "state") {
			
			if(escalation.state == 100) { // Requested	
				
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage('{0} has requested to escalate this {1}. {2} created.', [gs.getUserDisplayName(), gr_source.getClassDisplayValue(), escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
				// create depend on type
				if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
					escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
					escalation.update();
				}
				
			} else if(escalation.state == 101) { // Escalated
				
				if(!oldValue) {
					// skip approval
					if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
					escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
					escalation.update();
					}
					if(gr_source.isValidField('work_notes')){
						gr_source.work_notes = gs.getMessage("Escalation {0} has been approved.", [escalation.getDisplayValue('number')]);
					}
				} else {
					if(gr_source.isValidField('work_notes')){
						gr_source.work_notes = gs.getMessage("{0} has approved escalation {1}.", [escalation.getDisplayValue('approved_by'), escalation.getDisplayValue('number')]);
					}
					
				}

				gr_source.update();
				
			} else if(escalation.state == 102) { // Declined
				
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage("{0} has declined escalation {1}.", [escalation.getDisplayValue('declined_by'), escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
				var declineComments = this.getComments(escalation);
					
					if(declineComments != "") {
						escalation.work_notes =  gs.getMessage("{0}", [declineComments]);
						escalation.update();
					}
				
				
			} else if(escalation.state == 103) { // Closed Escalated
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage("Escalation {0} has been closed.", [escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
			} else if(escalation.state == 104) { // De-escalation Requested
				// TBD
			}
			
		} else if(fieldName == "escalation_severity") {
			
			if(gr_source.isValidField('work_notes')) {
				gr_source.work_notes = gs.getMessage("Escalation {0} phase has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
				gr_source.update();
			}
			
		} else if(fieldName == "trend") {
			
			if(gr_source.isValidField('work_notes')) {
			gr_source.work_notes = gs.getMessage("Escalation {0} trend has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
			gr_source.update();
			}
			
		} else if(fieldName == "work_notes" || fieldName == "comments") {
			
			if(gr_source.isValidField('work_notes')) {
				gr_source.work_notes = gs.getMessage("Escalation {0} has updated:\n{1}", [escalation.getDisplayValue('number'), newValue]);
				gr_source.update();
			}
			
		}
	
	},
	
	notifyUsers: function(escalation, fieldName) {
		
		if(fieldName == 'state') {	
			if(escalation.state == 100) { // Requested 
				gs.eventQueue('sn_customerservice.escalation.request', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 101) { // Escalated
				gs.eventQueue('sn_customerservice.escalation.escalated', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 102) { // Declined
				gs.eventQueue('sn_customerservice.escalation.declined', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 103) { // Closed 
				gs.eventQueue('sn_customerservice.escalation.closed', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 104) { // De-escalation Requested
				// TBD
			}
		} else if (fieldName == 'escalation_severity') {
			gs.eventQueue('sn_customerservice.escalation.serchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'trend') {
			gs.eventQueue('sn_customerservice.escalation.trdchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'assignment_group') {
			gs.eventQueue('sn_customerservice.escalation.gpchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'assigned_to') {
			gs.eventQueue('sn_customerservice.escalation.aschange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'comments') {
			gs.eventQueue('sn_customerservice.escalation.cmtchange', current, gs.getUserID(), escalation.sys_id);
		}
	},
	
	getComments: function(gr_escalation) {
		var gr = new GlideRecord('sysapproval_approver');
		gr.addQuery('document_id', gr_escalation.sys_id);
		gr.query();
		while(gr.next()) {
			var approval_state = gr.getValue('state');
			if(approval_state == 'approved' || approval_state == 'rejected') {
				
				return gr.comments.getJournalEntry(1);
			}
		}
		return "";
	},
	
	getQualifier: function(source_table) {
		var query = null;
		if(source_table == 'sn_customerservice_case' || source_table == 'csm_order_case') { // case escalation
			query = "type=0";
		} else if (source_table == 'customer_account') { // account escalation
			query = "type=1";
		}
		return query;
	},
	
    type: 'EscalationUtils'
};​

[Marcel Caceres]

Very helpful answer,

I reached out to ServiceNow to see what options they have to achieve what we need.

Thanks!