Auto Populating a field based on user's closed incidents

[spimple]

Hello All,

I have a requirement below:

1. Notes field should only be displayed when Sentiment is Unhappy and should be mandatory.
   1. This field should be auto populated with the following text if User has closed incidents:
      1.       {Last closed Incident Number – Last closed Incident hyperlink} was the latest closed incident for this user.
   2. This field should be auto populated with the following text if User has no closed incidents:
      1.       This user has no closed incidents.
   3. User can add to above texts once field is populated.

Though i am done with displaying notes field when Sentient is unhappy but I am really really really stuck on the later part. 
After we visit any user record servicenow should look for that particular user incident records

Any solution please ? What to use how to use ?

[Weird]

So the user selects unhappy and it should load on client the Notes field as mandatory and populate information on it?
You'll need to create a GlideAjax script include and a onChange client script.
Shawn has made a great example of how to use GlideAjax and client scripts together, so check his post :
GlideAjax Example Cheat Sheet - ServiceNow Community

In your client script you'll be calling the script include and a function in it.

var closedInc = new GlideRecord('incident');
closedInc.addQuery("closed_by=gs.getUserID()");
closedInc.orderByDesc("closed_at");
closedInc.query();
if(closedInc.next()){
return "X";
}else{
return "Y";
}

In your client script you'll then parse the answer and show it on the text field.
For example the function in script include could automatically generate the hyperlink and text and you'd just need to use g_form.setValue("your_field", answer) to set it there. This of course depends a lot on how you build the return response and the client side parsing.

Also, do note that you're currently using a string field as the text field variable. If you want to enable hyperlinks, then you need to change the field to an HTML field.

[Chetan Mahajan]

Hello @spimple ,

                                  you can achive this using client script and Script include but i dont think in Text field you can store hyperlink, either create new field of URL type and store URL there.

Client Script : onChange Sentiment 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }
    var ga = new GlideAjax('Dateutils'); // Client Callable Script Inlcude Name
    ga.addParam('sysparm_name', 'getINC'); // Script include Function name
    ga.addParam('start_value', newValue); // Passing Start Date
    ga.getXML(getResponse);

}
function getResponse(response) {
    var answer = response.responseXML.documentElement.getAttribute("answer");
	alert("Answer" +answer);
    g_form.setValue('close_notes', answer);

}

Script Include :  (Client callable true) 

var Dateutils = Class.create();
Dateutils.prototype = Object.extendsObject(AbstractAjaxProcessor, {
   
 getINC: function() {
        gs.info("Chetan-8 inside Script Include");
        // Get the Start Date
        var value = this.getParameter('start_value');
        var userID = gs.getUserID();
        var notesText;
        var instanceUrl = gs.getProperty('glide.servlet.uri') + "nav_to.do?uri=";
        var incidentURL;

        var incGR = new GlideRecord('incident');
        incGR.addQuery('caller_id', userID); // Assuming the User field on the Incident table is 'caller_id'
        incGR.addQuery('active', false);
        incGR.orderByDesc('sys_created_on');
        incGR.setLimit(1);
        incGR.query();
        if (incGR.next()) {
            incidentURL = (instanceUrl + incGR.getLink(true));
            // If the user has closed incidents, populate the Notes field with the latest closed incident information
            notesText = incGR.number + ' - ' + incidentURL + ' was the latest closed incident for this user.';
        } else {
            // If the user has no closed incidents, populate the Notes field accordingly
            notesText = 'This user has no closed incidents.';
        }
        return notesText;

    },
    type: 'Dateutils'
});

Result : 

Kindly mark correct and helpful if applicable

[spimple]

How r u getting the closed incidents for a specific user ?
I am trying to get the closed incidents for a particular user after clicking on choice: Unhappy it should check if that user record has any closed incidents
I am not able to get the logic actually i tried querying but it did not work:

This was the Script Include:

var GetClosedStatus = Class.create();

GetClosedStatus.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    type: 'GetClosedStatus',

    checkClosedIncidents: function(userSysId) {

        var closedIncidents = new GlideRecord('incident');

        closedIncidents.addQuery('caller_id', userSysId);

        closedIncidents.addQuery('state', '7');

        closedIncidents.query();

        return closedIncidents.getRowCount();

    }

});