Code to set Assignee to 'Auto-follow' when assigned to an Incident

[Carl Fransen1]

Hi All,

I'm trying to implement some code to automatically set the assignee of an Incident.   I have created a Before Business Rule called 'Set Assignee to Auto-Follow', on the 'Incident' table, run on 'insert' and 'update', order 100, condition 'active=true'.   Code for this is below:

(function executeRule(current, previous /*null when async*/) {
//Auto add user as a follower of record   
var gp = new GlideRecord('live_group_profile');   
gp.addQuery('document', current.sys_id);   
gp.addQuery('table', current.getTableName());   
gp.query();   
if (gp.next()) {   
       gs.info('Profile record == ' + gp.short_description);   
       addMember(gp.sys_id, current.assigned_to);   
}   
function addMember(id, user) {   
       //first need to check if assigned to user has live feed profile   
       var lpUser = checkLiveFeedProfile(user);   
       //now to check to see if user is in group already, if not, add   
       var gr = new GlideRecord('live_group_member');   
       gr.addQuery('group.sys_id', id);   
       gr.addQuery('member.sys_id', lpUser);   
       gr.query();   
       if (gr.next() && (gr.state == 'active' || gr.state == 'admin')) { //need to make sure user wasn't already following.   
               gs.info('user =' + gr.member.name + ' already a member as ' + gr.state);   
       } else {   
               //this will handle if user was in group already but inactive(meaning they unfollow record) and will just create member if not in group already   
               gs.info('User = ' + user.name + ' was added/reactivated to live group');   
               gr.state = 'active';   
               gr.group = id;   
               gr.member = lpUser;   
               gr.update();   
       }   
}   
function checkLiveFeedProfile(user) {   
       var lp = new GlideRecord('live_profile');   
       lp.addQuery('document', user);   
       lp.query();   
       if (lp.next()) {   
               //user already has live profile   
               gs.info('User ' + lp.name + ' had an live feed account');   
               return lp.sys_id;   
       } else {   
               //create one   
               gs.info('user ' + user.name + ' did not have live feed profile account. creating now...');   
               lp.table = 'sys_user';   
               lp.document = user.sys_id;   
               lp.type = 'user';   
               lp.name = user.name;   
               return lp.update();   
       }   
}
})(current, previous);

The code was used from another post which is Make a user a follower via a script   - but I can't get it working - although others appear to have it working successfully...

The debug below shows it's running, see below - but when I impersonate the user assigned to a ticket they aren't automatically set to 'following'.

13:51:14.103: Global ==> 'Set Assignee to Auto-Follow' on incident:INC0044360

13:51:14.104: Execute before query business rules on live_group_profile:

13:51:14.104: Global ==> 'LiveFeed Group Profile Visibility' on live_group_profile:

13:51:14.104: Global <== 'LiveFeed Group Profile Visibility' on live_group_profile:

13:51:14.104: Global ==> 'LiveFeed Group Profile Visibility 2.0' on live_group_profile:

13:51:14.105: Global <== 'LiveFeed Group Profile Visibility 2.0' on live_group_profile:

13:51:14.105: Finished executing before query business rules on live_group_profile:

13:51:14.107: Global <== 'Set Assignee to Auto-Follow' on incident:INC0044360

I'm hoping I've just forgotten something simple - any help is appreciated!

I will also need to do this for HR Cases, but once I have the above working I'll be able to transfer this across.

[SanjivMeher]

Can you run the below and let me know what do you see in the message which will appear on top

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

//Auto add user as a follower of record     
var gp = new GlideRecord('live_group_profile');     
gp.addQuery('document', current.sys_id);     
gp.addQuery('table', current.getTableName());     
gp.query();     
if (gp.next()) {     
       gs.addInfoMessage('Profile record == ' + gp.short_description);     
       addMember(gp.sys_id, current.assigned_to);     
}     

function addMember(id, user) {     
       //first need to check if assigned to user has live feed profile     
       var lpUser = checkLiveFeedProfile(user);     
       //now to check to see if user is in group already, if not, add     
       var gr = new GlideRecord('live_group_member');     
       gr.addQuery('group.sys_id', id);     
       gr.addQuery('member.sys_id', lpUser);     
       gr.query();     
       if (gr.next() && (gr.state == 'active' || gr.state == 'admin')) { //need to make sure user wasn't already following.     
               gs.addInfoMessage('user =' + gr.member.name + ' already a member as ' + gr.state);     
       } else {     
               //this will handle if user was in group already but inactive(meaning they unfollow record) and will just create member if not in group already     
               gs.addInfoMessage('User = ' + user.name + ' was added/reactivated to live group');     
               gr.state = 'active';     
               gr.group = id;     
               gr.member = lpUser;     
               gr.update();     
       }     
}     

function checkLiveFeedProfile(user) {     
       var lp = new GlideRecord('live_profile');     
       lp.addQuery('document', user);     
       lp.query();     
       if (lp.next()) {     
               //user already has live profile     
               gs.addInfoMessage('User ' + lp.name + ' had an live feed account');     
               return lp.sys_id;     
       } else {     
               //create one     
               gs.addInfoMessage('user ' + user.name + ' did not have live feed profile account. creating now...');     
               lp.table = 'sys_user';     
               lp.document = user.sys_id;     
               lp.type = 'user';     
               lp.name = user.name;     
               return lp.update();     
       }     
} 
})(current, previous); 

[Carl Fransen1]

Hi Sanjiv,

Thanks for looking into this for me.   I pasted your code 'as is' and there is no message that appears at the top at all after i save the incident.

Am I missing something?

[SanjivMeher]

Yes. You also need to create the live group profile if it doesnt exists. try this

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

//Auto add user as a follower of record         
var gp = new GlideRecord('live_group_profile');         
gp.addQuery('document', current.sys_id);         
gp.addQuery('table', current.getTableName());         
gp.query();         
if (gp.next()) {         
       gs.addInfoMessage('Profile record == ' + gp.short_description);         
       addMember(gp.sys_id, current.assigned_to);         
}
else
{
   gp.initialize();   
   gp.name = current.number;   
   gp.short_description = current.short_description;   
   gp.document = current.sys_id;   
   gp.document_group = "true";   
   gp.table = current.getTableName();
   gp.visible_group = "false";   
   gp.public_group = "false";   
   var gpid = gp.insert();   
addMember(gpid, current.assigned_to); 
}   

function addMember(id, user) {         
       //first need to check if assigned to user has live feed profile         
       var lpUser = checkLiveFeedProfile(user);         
       //now to check to see if user is in group already, if not, add         
       var gr = new GlideRecord('live_group_member');         
       gr.addQuery('group.sys_id', id);         
       gr.addQuery('member.sys_id', lpUser);         
       gr.query();         
       if (gr.next() && (gr.state == 'active' || gr.state == 'admin')) { //need to make sure user wasn't already following.         
               gs.addInfoMessage('user =' + gr.member.name + ' already a member as ' + gr.state);         
       } else {         
               //this will handle if user was in group already but inactive(meaning they unfollow record) and will just create member if not in group already         
               gs.addInfoMessage('User = ' + user.name + ' was added/reactivated to live group');         
               gr.state = 'active';         
               gr.group = id;         
               gr.member = lpUser;         
               gr.update();         
       }         
}         

function checkLiveFeedProfile(user) {         
       var lp = new GlideRecord('live_profile');         
       lp.addQuery('document', user);         
       lp.query();         
       if (lp.next()) {         
               //user already has live profile         
               gs.addInfoMessage('User ' + lp.name + ' had an live feed account');         
               return lp.sys_id;         
       } else {         
               //create one         
               gs.addInfoMessage('user ' + user.name + ' did not have live feed profile account. creating now...');         
               lp.table = 'sys_user';         
               lp.document = user.sys_id;         
               lp.type = 'user';         
               lp.name = user.name;         
               return lp.update();         
       }         
}     
})(current, previous);

[Carl Fransen1]

Thanks Sanjiv, that works a treat, legend!

I will now look ti update the condition so it doesn't run every-time it's saved, but the main part is working so appreciate your help.

I do have one further question - when I manually add a person i see the highlighted below in the trail:

Do you think it's possible to add this to the message tracking as well, so others might see they have been added as well..?

Cheers

Carl.