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.

[Mark233]

Okay no worries, thank you for the replies!

[Carl Fransen1]

Hi Sanjiv,

Apologies this doesn't quite work as yet - it adds the other person correctly but it ALSO adds the person who updated the ticket as a follower - which is incorrect as we only want the assignee added automatically not the initiator of the assignment.

Can you help to remove this from the code?

Thanks

[SanjivMeher]

I just removed that part of that code. I will see if there is an option to add that message to tracking.

(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]

Hi Sanjiv,

Thanks for your quick replies - I think our messages were crossed so will explain below.

Firstly - The original code you provided worked to add the assignee as a 'follower' BUT it also adds the person adding the assignment (so the person who updates the record) as a 'follower' - this last behaviour is incorrect.   I'm not sure why it's adding both the assignee AND the person updating the incident - if you could have a look that would be wonderful.

Secondly the code to add the message that the assignee has been added to the group - is optional, but appreciate you looking into this.

The first issue is the priority as I can't use this in production until that is solved.

Thanks.

[SanjivMeher · Accepted solution]

Hi Carl,

Made one update to the script. Please try this and let me know if it works.

(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.setWorkflow(false);

  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);