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]

Not sure if this will work, but try the below code.

(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);

gs.eventQueue("live_feed.team_member.invited", gr, user, gs.getUserDisplayName());    

      } 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();        

gs.eventQueue("live_feed.team_member.invited", gr, user, gs.getUserDisplayName());

      }        

}        

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);

[Mark233]

Hi Sanjiv,

Apologies for replying to an old post of yours but you seem to be very knowledgeable about the workings of the Connect Chat. 

Is there any way that I can create a custom message like the Italicised "Ian Rumble has been added to the group" above?

I would like to send an Italicised message to the chat to give the appearance of being system generated, and so it also does not post a Comment/Work note into the related record eg Incident. 

Thanks,

Mark

[SanjivMeher]

How are you going to post the message. Did you try adding html tags for ex <i>Your text</i>

[Mark233]

... I haven't decided yet. 

I'm still looking into my options, been combing the Community trying to find the best method. Currently leaning towards:

new SNC.LiveFeedApi().addMessage('message text', liveGroupProfileID)

I'd love to find out more about the LiveFeedApi (in fact the SNC.* as a whole) but my understanding is that that code has not been made public so it isn't documented?

I'd also like to see the code behind 'GlideappLiveFeedUIAction()' but I believe that is not public either. 'new GlideappLiveFeedUIAction().follow(current);' is the line called when you click follow on a record.

Unfortunately the LiveFeedApi processes the message provided as a string so adding HTML tags doesn't work. If I could get at the code they're calling when that button is clicked I could see how they're firing it, very frustrating

[SanjivMeher]

Not sure, if I can help you with that. May be you should open a new thread. I haven't worked on Connect Chat much. I did have sometime to explore few months back, so I was able to help. But now I am completely occupied.