Creating a BR to trigger a Survey for a Case that has no related Incident or Request

[Jimmy45]

Hi Community,

I have a requirement.  A survey needs to be triggered by a business rule on the sn_customerservice_case table.  That's right, I want to trigger a survey to be sent out only when the case is resolved and it has no related incident or request. (parent)

So I created a business rule which points to a script include:

Business Rule:

    if (grSurvey.get(strAssessmentMetricTypeSysId)) {
        if (grSurvey.schedule_type == 'on_demand' &&
            grSurvey.evaluation_method == 'survey' &&
            grSurvey.publish_state != "draft" &&
            new AssessmentUtils().hasSurveyQuestions(grSurvey)) {
			var ifChildTicketExists = new CustomerSupportCaseMigrationUtil();
            var childticket = ifChildTicketExists.validateSurveyTrigger();
            var result = new SNC.AssessmentCreation().createAssessments(strAssessmentMetricTypeSysId, caseSysId, surveyRecipient);
           

Script Include:

CustomerSupportCaseMigrationUtil

var CustomerSupportCaseMigrationUtil = Class.create();
EndUserSupportCaseMigrationUtil.prototype = {
    initialize: function() {},


    validateSurveyTrigger: function(caseSysId, surveySysId) {
        var reqFlag;
        var incFlag;
        var grRequest = new GlideRecord('sc_request');
        grRequest.addQuery();
        grRequest.addEncodedQuery('parent!=NULL^parent.sys_id=' + caseSysId);
        grRequest.query();
        if (grRequest.getRowCount() > 0) reqFlag = 'true';


        var grIncident = new GlideRecord('incident');
        grIncident.addQuery();
        grIncident.addEncodedQuery('parent!=NULL^parent.sys_id=' + caseSysId);
        grIncident.query();
        if (grIncident.getRowCount() > 0) incFlag = 'true';

        if (reqFlag == 'true' || incFlag == 'true') {
            return "true";
        } else return "false";

    },
    type: 'CustomerSupportCaseMigrationUtil'
};

So what I am trying to achieve here is if the reqFlag or incFlag is False then to trigger the survey.  Right now when I put in a case and meet the requirements, the survey doesn't trigger.  Can someone show me where this isn't working or why?  Thank you all so much!

[Martin Ivanov]

Hi. If your issue is resolved and my response has helped, plese consider marking Correct and Helpful. Thanks!

Martin Ivanov

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