Glide record query with and operator

[jared_wentzel]

Hi all!

I am having trouble with the following code. I have a table with 3 columns (product, subcategory, assignment group) and I am trying to build a client script to query that table when there is a change to the incident subcategory field where the product and subcategory fields match that of the current record then return the assignment group information. Basically it will serve as a assignment group help for the helpdesk. But it is not working. I have never had to use two conditions for a glide record query before so I think that's where I'm goofing it up.

function onChange(control, oldValue, newValue, isLoading, isTemplate)

{

      if (g_form.getValue('caller_id') != "")

              {

              var subcat = g_form.getValue('subcategory');

              var prod = g_form.getValue('u_product');

              g_form.setValue('u_assignment_assistance', getAssignment(subcat));

              }

      else

      {

              g_form.setValue('u_assignment_assistance', "");

      }

function getAssignment(subcat)

      {

      var gr = new GlideRecord('u_assignment_assistance');

      gr.addQuery('u_product', prod);

      gr.addQuery('u_subcategory', subcat);

      gr.query();

      if(gr.next())

              {

              return gr.u_assignment_group;

              }

      }

}

[solutioningnow · Accepted solution]

Hello,

Try below script:

function onChange(control, oldValue, newValue, isLoading, isTemplate)

{

      if (g_form.getValue('caller_id') != "")

              {

              var subcat = g_form.getValue('subcategory');

              var prod = g_form.getValue('u_product');

              g_form.setValue('u_assignment_assistance', getAssignment(subcat,prod));

              }

      else

      {

              g_form.setValue('u_assignment_assistance', "");

      }

}

function getAssignment(subcat,prod)

      {

      var gr = new GlideRecord('u_assignment_assistance');

      gr.addQuery('u_product', prod);

      gr.addQuery('u_subcategory', subcat);

      gr.query();

      if(gr.next())

              return gr.u_assignment_group;

      }

Please mark answer as correct/helpful, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[Pradeep Sharma]

Hi Jared,

The best way is to use "Assignment rules"

Please check the below wiki link for further info

Defining Assignment Rules - ServiceNow Wiki

Kindly let me know if you have any questions.

Mark this thread as answered if it solves your problem

Thanks,

Pradeep Sharma

[solutioningnow]

Hello Jared,

You can go for Data Lookup Rules as Assignment Rules runs only on creation of ticket.

While defining Data Lookup Rules you can define When to run like Insert/Update.

Please mark answer as correct/helpful, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[jared_wentzel]

I'll look into those other options, thank you! Also, I tried the script you suggested and it does make sense but I am still getting the same results. It says 'undefined' in the field I'm pointing at and changing the subcategory value is not changing the value