Add users to watch_list based on caller's department and location

[mathew_kimber]

Hello all,

I am rather new to ServiceNow development so please excuse my lack of understanding, I am learning as I go. I am having trouble with a business rule I've created for a requirement we have whereby we need to add all users to an incident watchlist that matche the current caller's location and department. I need this to run whenever a new incident or request is created, or if the location/contact field of either is updated. The script works fine when I create or update incidents as my user (admin role), but fails to add anyone to the watch list when an ESS user creates a new INC or REQ. Is a business rule the best way to go about this? I can't figure out a trigger that will execute this when an ESS user creates a ticket. Any help would be much appreciated.

Here's my current business rule script:

Runs: before Insert/Update, when contact or location changes. (also tested "after" with no success)

//This custom business rule runs anytime the 'location' or 'contact' fields on an 'incident' record are updated or inserted.

(function executeIncWatchlistRule(current, previous) {

var watchList = current.watch_list;

var wlUser       = new GlideRecord('sys_user');

var calLoc       = current.caller_id.location;

var calDep       = current.caller_id.department;

//regex of dept sys_ids removed for this post

if (calDep.match(/^(myhiddenregex)$/)) {

  wlUser.addQuery('location', calLoc);

  wlUser.addQuery('department', calDep);

  wlUser.query();

  while (wlUser.next()) {

      var userToAdd = wlUser.sys_id;

      var presence   = watchList.search(userToAdd);

      if (presence == -1) {

          watchList = (watchList + "," + userToAdd);

      }

  }

  current.watch_list = watchList;

}

})(current, previous);

[mathew_kimber · Accepted solution]

Hey Masha,

I tested by mapping a variable in the record producer to the watch_list in order to have that present on incident creation and that solved my issue! I very much appreciate your suggestion here.

Best,

Mat

[Masha]

I am glad you got it figured out.

[mathew_kimber]

Masha,

Your suggestions got me pointed in the right direction to resolve this. Thanks again