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

Carl Fransen1
Tera Guru

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.

1 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);



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28 REPLIES 28

Hi Carl/Sanjiv,

Sorry for replying in an older post but I am having a same requirement in HR Scope i.e. to auto assign the cases to particular user according to taxonomy i.e. if HR Service is abc the case will be auto assigned to that particular user.

 

Can you please help me how can I do this .

Hello Sanjiv

 

Thanks for this script. I also have an other requirement

Can i add even the caller to the same chat as a member and the messages sent by caller and assigned person shows up in activities.

I tried the same script by also adding 'caller_id' field in place of 'assigned_to' , but the problem is chat becomes uni-directional. Messages added under the incident in chat window cannot be seen by 'assigned_to' user. Any Help with this will be very much useful.

 

Thanks in advance

Hi Sanjiv,

I've also used your BR successfully (thank you!) here, however i've encountered a weird problem

 

if the user assigns the job to themselves (ie. person A assigns to person A), it all works correctly.

if another user assigns the job (ie. person A assigns to person B), the user who is assigned the job will get duplicate messages in their live feed.

example:

find_real_file.png

FYI - fixed this by setting the order of the business rule very high so it would have to run last. 

i think i also had this as a before business rule and changed it to after (but cant remember, fixed it a while ago and forgot to update the thread)

Hello. After taking advantage of these, I am getting these notifications. Is there any way I can turn these off so that they aren't appearing every time the auto follow  scripts are ran?