Display previous caller name in notification

[Vijay Baokar]

Hello Everyone.

I have a scenario, when i am changing the caller to new user then system should trigger notification to new caller with name of previous caller in the mail body.

BR:

gs.eventQueue('incident.caller.changed',inc, inc.caller_id,current.user_name);

Notification:

Dear User,

${number} has been reassigned to you because previous caller ${parm2} is no more active in the system, Please take necessary action.

Result:

Dear User,

INC0009005 has been reassigned to you because previous caller is no more active in the system, Please take necessary action.

Expected:

Dear User,

INC0009005 has been reassigned to you because previous caller David Miller is no more active in the system, Please take necessary action.

Thanks.

IT Service Desk.

[Vengadesh]

Hi @Vijay Baokar 

You can get the previous caller using the previous parameter(previous.caller_id) and pass it as parameter 2

[Community Alums]

Hi @Vijay Baokar ,

I tried your problem in my PDI and it works for me 

Please check your BR to 

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

	// Add your code here
	gs.log("CHECK CALLER = " + current.caller_id.getDisplayValue() + " ________ "  + previous.caller_id.getDisplayValue())
	gs.eventQueue('incident.caller.changed',current, current.caller_id.getDisplayValue(),previous.caller_id.getDisplayValue());


})(current, previous);

And make your notification body like this 

Result 

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak

[Community Alums · Accepted solution]

@Vijay Baokar ,

You mentioned like ${parm2}  but you you have to mention like ${event.parm2} because both the parm1 and parm2 are part on event object.

So your email body is like 

${number} has been reassigned to you because previous caller ${event.parm2} is no more active in the system, Please take necessary action.

Note: Use my business rule script because I mentioned previous in parm 2

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak

[Vijay Baokar]

@Community Alums thanks for the responses, I have tried below script but this time notification didn't trigger . I have written this BR on sys_user table when active changes to false.

var user = current.getValue("sys_id"); // Inactive user

var inc = new GlideRecord("incident");

    inc.addEncodedQuery("active=true^caller_id=" + user);

    inc.query();

    while (inc.next()) {

        manager = inc.caller_id.manager.toString();

        var watchlst = inc.watch_list.toString();

        var newWatchlst = watchlst.replace(user, manager);

        inc.watch_list = newWatchlst;

        inc.caller_id = manager;

        inc.update();

        gs.eventQueue('incident.caller.changed',current, current.caller_id.getDisplayValue(),previous.caller_id.getDisplayValue());

    }

Note: current.caller_id.getDisplayValue() must be referring to incident record but this BR is on user table.

Notification:

Dear User,

${number} has been reassigned to you because previous caller ${event.parm2} is no more active in the system, Please take necessary action.