Client script for Incident State transition

Go to solution
prabhmeet
Giga Expert

‎01-03-2019 02:27 AM

Hi,

I am new to Servicenow. I have to perform the following task -

Design the below state transition for incident. Create the state if not available.

  1. When an incident ticket is in "New" state, next states shown are: Active, Canceled
  2. When an incident ticket is in "Active" state, next states shown are: Awaiting User Info, Awaiting Problem, Awaiting Evidence, Awaiting Vendor, Resolved and Canceled
  3. When an incident ticket is in "Awaiting User Info" state, next states shown are: Active, Canceled
  4. When an incident ticket is in "Awaiting Problem" state, next states shown are: Active, Canceled
  5. When an incident ticket is in "Awaiting Vendor" state, next states shown are: Active, Canceled
  6. When an incident ticket is in "Resolved" state, next state shown is: Active

When an incident ticket is in "Resolved" state, system automatically closes the ticket after 3 days.

I have created the States which were not present using Choice List. I know this can be done using State Models and state transitions (I have done it using State model module) but I need to do this using Client Script.

The script I have written - 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}

//Type appropriate comment here, and begin script below

var _state = g_form.getValue('state');

if(_state == '1'){
g_form.clearOptions('state');
g_form.addOption('state','-10','Active');
g_form.addOption('state','8','Cancelled');
}
if(_state == '-10'){
g_form.clearOptions('state');
g_form.addOption('state','-11','Awaiting User Info');
g_form.addOption('state','-12','Awaiting problem');
g_form.addOption('state','-13','Awaiting Evidence');
g_form.addOption('state','-14','Awaiting Vendor');
g_form.addOption('state','8','Cancelled');
g_form.addOption('state','6','Resolved');
}

if(_state == '-11'){
g_form.clearOptions('state');
g_form.addOption('state','-10','Active');
g_form.addOption('state','8','Cancelled');
}

if(_state == '-12'){
g_form.clearOptions('state');
g_form.addOption('state','-10','Active');
g_form.addOption('state','8','Cancelled');
}

if(_state == '-14'){
g_form.clearOptions('state');
g_form.addOption('state','-10','Active');
g_form.addOption('state','8','Cancelled');
}

if(_state == '6'){
g_form.clearOptions('state');
g_form.addOption('state','-10','Active');
}

else{
g_form.clearOptions('state');
}
}

This is not working. Can someone please help with the script?

 

0 Helpfuls
  • 3,357 Views
1 ACCEPTED SOLUTION

Go to solution
Vishal Khandve
Kilo Sage

‎01-03-2019 05:48 AM

Hi prabhmeet,

for state transition write onload client script as below-

function onLoad() {
//Type appropriate comment here, and begin script below
var gr= g_form.getValue('state');
if(gr==1)                   //new state
{
g_form.removeOption('state', 3);      //in_progress state
g_form.removeOption('state', 6);     // resolved state
g_form.removeOption('state', 7);     //closed state
}
else if(gr==2)                 //assigned_to state
{
g_form.removeOption('state', 1);
g_form.removeOption('state', 6);
g_form.removeOption('state', 7);
}
else if(gr==3)
{
g_form.removeOption('state', 1);
g_form.removeOption('state', 2);
g_form.removeOption('state', 7);
}
else if(gr==6)
{
g_form.removeOption('state', 1);
g_form.removeOption('state', 2);
g_form.removeOption('state', 3);
}
}

 for auto close incident 

write onafter BR

autoCloseIncidents();

function autoCloseIncidents() {
var ps = gs.getProperty('glide.ui.autoclose.time'); //in sys_properties set value as 3
var pn = parseInt(ps);

if (pn > 0) {
var gr = new GlideRecord('incident');
gr.addQuery('incident_state', '6');  
gr.addQuery('sys_updated_on', '<', gs.daysAgoStart(pn));
gr.query();
while(gr.next()) {
gr.incident_state = '7';
gr.close_code = 'No Response';
gr.close_notes = 'There was no response from Caller hence Incident automatically closed after ' + pn + ' days.';
gr.active = false;
gr.update();
}
}
}

 

Thank you!

 Please, remember to mark Correct or Helpful if you find my response useful.
 

View solution in original post

0 Helpfuls
11 REPLIES 11

Go to solution
prabhmeet
Giga Expert
In response to siva_

‎01-03-2019 11:59 PM

But clearOptions() will remove all the options in the dropdown and it will come up as blank right?

I don't want that, as you can see in the question, I want like when state in New, two options Active and Cancelled should be present, So i used removeOptions() to remove all the other options. Similary for all the other states.

0 Helpfuls

Go to solution
rishireddy
Mega Guru

‎02-10-2020 11:06 PM

Hi

Just to post alternate OOB solution for state transition without scripts

You can use OOB state transition model and hide/show the states with Enter/Exit conditions on the sys_state_transition form.

This will hide/show the states on form and list layout as per given conditions and it is ServiceNow upgrade proof

 

Please Hit Like/Helpful based on the response, so that it may help others to quickly find a solution for the related issue

Regards,

Rishi

0 Helpfuls