Some PDIs are currently unavailable, and PDI actions are paused. View the latest updates here. Read More

how to restrict incident creation from calendar invites for DL

RudhraKAM
Tera Guru

‎12-05-2025 05:43 AM

As of now we are creating an Incidents via Inbound action , but when there is a calendar invite , still it is creating Incident , How to restrict that ?

 

I am not able to restrict subject , as it can be any 

 

RudhraKAM_0-1764942196011.png

 

0 Helpfuls
  • 7,443 Views
45 REPLIES 45

pratyusha11
Tera Contributor

‎06-25-2026 11:21 AM 

var validCtaskIds = [];

var ctaskFilterGR = new GlideRecord('change_task');
ctaskFilterGR.addQuery('sys_id', 'IN', breachedCtaskIds.join(','));
ctaskFilterGR.addQuery('change_request.production_system', true);
ctaskFilterGR.addQuery('change_request.state', '!=', '5');
ctaskFilterGR.query();

while (ctaskFilterGR.next()) {
    validCtaskIds.push(ctaskFilterGR.getValue('sys_id'));
}

gs.print('Valid CTask IDs after filter: ' + validCtaskIds.length);
0 Helpfuls

pratyusha11
Tera Contributor

‎06-25-2026 11:21 AM 

var ctaskRecords = new GlideAggregate('change_task');
ctaskRecords.addQuery('sys_id', 'IN', validCtaskIds.join(','));
ctaskRecords.addAggregate('COUNT', 'assigned_to');
ctaskRecords.orderByAggregate('COUNT', 'assigned_to');
ctaskRecords.orderBy('assigned_to');
ctaskRecords.orderBy('assignment_group');
ctaskRecords.query();
0 Helpfuls

pratyusha11
Tera Contributor

‎06-25-2026 11:25 AM 

var DRY_RUN = true; // Change to false only when approved

var overDueRecords = [];
var existingChangeEmails = [];
var existingTaskEmails = [];

// ============================================================
// HELPER: Get group details inline
// ============================================================
function getGroupDetails(groupSysId) {
    var groupObj = { group_email: '', manager_email: '', manager_name: '', group_name: '' };
    if (!groupSysId) return groupObj;

    var grpGR = new GlideRecord('sys_user_group');
    if (grpGR.get(groupSysId)) {
        groupObj.group_email = grpGR.getValue('email') || '';
        groupObj.group_name = grpGR.getValue('name') || '';
        var grpManager = grpGR.manager.getRefRecord();
        if (grpManager && grpManager.isValidRecord() && grpManager.getValue('active') == 'true') {
            groupObj.manager_email = grpManager.getValue('email') || '';
            groupObj.manager_name = grpManager.getValue('u_preferred_name') ||
                                    (grpManager.getValue('first_name') + ' ' + grpManager.getValue('last_name')) || '';
        }
    }
    return groupObj;
}

// ============================================================
// HELPER: Get manager details inline
// ============================================================
function getManagerDetails(userGR) {
    var managerObj = { manager_email: '', manager_name: '', is_manager_active: false };
    if (!userGR || !userGR.isValidRecord()) return managerObj;

    var manager = userGR.manager.getRefRecord();
    if (manager && manager.isValidRecord() && manager.getValue('active') == 'true') {
        managerObj.is_manager_active = true;
        managerObj.manager_email = manager.getValue('email') || '';
        managerObj.manager_name = manager.getValue('u_preferred_name') ||
                                  (manager.getValue('first_name') + ' ' + manager.getValue('last_name')) || '';
    }
    return managerObj;
}

// ============================================================
// STEP 1: Get breached CHG sys_ids from task_sla
// ============================================================
var breachedChgIds = [];

var chgSlaGR = new GlideRecord('task_sla');
chgSlaGR.addQuery('active', true);
chgSlaGR.addQuery('has_breached', true);
chgSlaGR.addQuery('sla.name', 'WF CHG Resolution');
chgSlaGR.addQuery('task.sys_class_name', 'change_request');
chgSlaGR.query();

while (chgSlaGR.next()) {
    var taskId
0 Helpfuls

pratyusha11
Tera Contributor

‎06-25-2026 11:26 AM 

var DRY_RUN = true; // Change to false only when approved

var overDueRecords = [];
var existingChangeEmails = [];
var existingTaskEmails = [];

// ============================================================
// HELPER: Get group details inline
// ============================================================
function getGroupDetails(groupSysId) {
    var groupObj = { group_email: '', manager_email: '', manager_name: '', group_name: '' };
    if (!groupSysId) return groupObj;

    var grpGR = new GlideRecord('sys_user_group');
    if (grpGR.get(groupSysId)) {
        groupObj.group_email = grpGR.getValue('email') || '';
        groupObj.group_name = grpGR.getValue('name') || '';
        var grpManager = grpGR.manager.getRefRecord();
        if (grpManager && grpManager.isValidRecord() && grpManager.getValue('active') == 'true') {
            groupObj.manager_email = grpManager.getValue('email') || '';
            groupObj.manager_name = grpManager.getValue('u_preferred_name') ||
                                    (grpManager.getValue('first_name') + ' ' + grpManager.getValue('last_name')) || '';
        }
    }
    return groupObj;
}

// ============================================================
// HELPER: Get manager details inline
// ============================================================
function getManagerDetails(userGR) {
    var managerObj = { manager_email: '', manager_name: '', is_manager_active: false };
    if (!userGR || !userGR.isValidRecord()) return managerObj;

    var manager = userGR.manager.getRefRecord();
    if (manager && manager.isValidRecord() && manager.getValue('active') == 'true') {
        managerObj.is_manager_active = true;
        managerObj.manager_email = manager.getValue('email') || '';
        managerObj.manager_name = manager.getValue('u_preferred_name') ||
                                  (manager.getValue('first_name') + ' ' + manager.getValue('last_name')) || '';
    }
    return managerObj;
}

// ============================================================
// STEP 1: Get breached CHG sys_ids from task_sla
// ============================================================
var breachedChgIds = [];

var chgSlaGR = new GlideRecord('task_sla');
chgSlaGR.addQuery('active', true);
chgSlaGR.addQuery('has_breached', true);
chgSlaGR.addQuery('sla.name', 'WF CHG Resolution');
chgSlaGR.addQuery('task.sys_class_name', 'change_request');
chgSlaGR.query();

while (chgSlaGR.next()) {
    var taskId = chgSlaGR.getValue('task');
    if (taskId && breachedChgIds.indexOf(taskId) < 0) {
        breachedChgIds.push(taskId);
    }
}

gs.print('Breached CHG IDs found: ' + breachedChgIds.length);

// ============================================================
// STEP 2: Aggregate on change_request using breached sys_ids
// ============================================================
if (breachedChgIds.length > 0) {
    var chgRecords = new GlideAggregate('change_request');
    chgRecords.addQuery('sys_id', 'IN', breachedChgIds.join(','));
    chgRecords.addQuery('production_system', true);
    chgRecords.addQuery('state', 'NOT IN', '3,4');
    chgRecords.addAggregate('COUNT', 'requested_by');
    chgRecords.orderByAggregate('COUNT', 'requested_by');
    chgRecords.orderBy('requested_by');
    chgRecords.orderBy('assignment_group');
    chgRecords.query();

    gs.print('CHG aggregate rows: ' + chgRecords.getRowCount());

    while (chgRecords.next()) {
        var chgCount = chgRecords.getAggregate('COUNT', 'requested_by');
        var chgOverDueObj = {};
        chgOverDueObj.is_user_active = false;
        chgOverDueObj.has_valid_email = false;
        chgOverDueObj.is_manager_active = false;
        chgOverDueObj.group = chgRecords.getValue('assignment_group');
        chgOverDueObj.overdue_chg_count = chgCount;
        chgOverDueObj.overdue_ctask_count = '';
        chgOverDueObj.assigned_user_email = '';
        chgOverDueObj.group_email = '';
        chgOverDueObj.group_name = '';
        chgOverDueObj.assigned_name = '';
        chgOverDueObj.manager_email = '';
        chgOverDueObj.manager_name = '';

        var requestedBy = chgRecords.requested_by.getRefRecord();
        if (requestedBy && requestedBy.isValidRecord() && requestedBy.getValue('active') == 'true') {
            chgOverDueObj.is_user_active = true;
            chgOverDueObj.assigned_user_email = requestedBy.getValue('email') || '';
            chgOverDueObj.assigned_name = requestedBy.getValue('u_preferred_name') ||
                                          (requestedBy.getValue('first_name') + ' ' + requestedBy.getValue('last_name')) || '';
            chgOverDueObj.has_valid_email = (chgOverDueObj.assigned_user_email != '');

            var chgManagerDetails = getManagerDetails(requestedBy);
            chgOverDueObj.is_manager_active = chgManagerDetails.is_manager_active;
            chgOverDueObj.manager_email = chgManagerDetails.manager_email;
            chgOverDueObj.manager_name = chgManagerDetails.manager_name;
        } else {
            var chgGroupDetails = getGroupDetails(chgOverDueObj.group);
            chgOverDueObj.group_email = chgGroupDetails.group_email;
            chgOverDueObj.group_name = chgGroupDetails.group_name;
            chgOverDueObj.manager_email = chgGroupDetails.manager_email;
            chgOverDueObj.manager_name = chgGroupDetails.manager_name;
        }

        if (chgOverDueObj.is_user_active && chgOverDueObj.assigned_user_email &&
            existingChangeEmails.indexOf(chgOverDueObj.assigned_user_email) < 0) {
            overDueRecords.push(chgOverDueObj);
            existingChangeEmails.push(chgOverDueObj.assigned_user_email);
        } else if ((!chgOverDueObj.is_user_active || !chgOverDueObj.has_valid_email) &&
                   chgOverDueObj.group_email &&
                   existingTaskEmails.indexOf(chgOverDueObj.group_email) < 0) {
            overDueRecords.push(chgOverDueObj);
            existingTaskEmails.push(chgOverDueObj.group_email);
        }
    }
}

// ============================================================
// STEP 3: Get breached Change Task sys_ids from task_sla
// ============================================================
var breachedCtaskIds = [];

var ctaskSlaGR = new GlideRecord('task_sla');
ctaskSlaGR.addQuery('active', true);
ctaskSlaGR.addQuery('has_breached', true);
ctaskSlaGR.addQuery('sla.name', 'WF CTask Resolution');
ctaskSlaGR.addQuery('task.sys_class_name', 'change_task');
ctaskSlaGR.query();

while (ctaskSlaGR.next()) {
    var ctaskId = ctaskSlaGR.getValue('task');
    if (ctaskId && breachedCtaskIds.indexOf(ctaskId) < 0) {
        breachedCtaskIds.push(ctaskId);
    }
}

gs.print('Breached Change Task IDs found: ' + breachedCtaskIds.length);

// ============================================================
// STEP 3b: Filter ctask IDs — only production + active parent
// ============================================================
var validCtaskIds = [];

if (breachedCtaskIds.length > 0) {
    var ctaskFilterGR = new GlideRecord('change_task');
    ctaskFilterGR.addQuery('sys_id', 'IN', breachedCtaskIds.join(','));
    ctaskFilterGR.addQuery('change_request.production_system', true);
    ctaskFilterGR.addQuery('change_request.state', '!=', '5');
    ctaskFilterGR.query();

    while (ctaskFilterGR.next()) {
        validCtaskIds.push(ctaskFilterGR.getValue('sys_id'));
    }
}

gs.print('Valid CTask IDs after filter: ' + validCtaskIds.length);

// ============================================================
// STEP 4: Aggregate on change_task using valid sys_ids
// ============================================================
if (validCtaskIds.length > 0) {
    var ctaskRecords = new GlideAggregate('change_task');
    ctaskRecords.addQuery('sys_id', 'IN', validCtaskIds.join(','));
    ctaskRecords.addAggregate('COUNT', 'assigned_to');
    ctaskRecords.orderByAggregate('COUNT', 'assigned_to');
    ctaskRecords.orderBy('assigned_to');
    ctaskRecords.orderBy('assignment_group');
    ctaskRecords.query();

    gs.print('Change Task aggregate rows: ' + ctaskRecords.getRowCount());

    while (ctaskRecords.next()) {
        var ctaskCount = ctaskRecords.getAggregate('COUNT', 'assigned_to');
        var ctaskOverDueObj = {};
        ctaskOverDueObj.is_user_active = false;
        ctaskOverDueObj.has_valid_email = false;
        ctaskOverDueObj.is_manager_active = false;
        ctaskOverDueObj.group = ctaskRecords.getValue('assignment_group');
        ctaskOverDueObj.overdue_ctask_count = ctaskCount;
        ctaskOverDueObj.overdue_chg_count = '';
        ctaskOverDueObj.assigned_user_email = '';
        ctaskOverDueObj.group_email = '';
        ctaskOverDueObj.group_name = '';
        ctaskOverDueObj.assigned_name = '';
        ctaskOverDueObj.manager_email = '';
        ctaskOverDueObj.manager_name = '';

        var assignedTo = ctaskRecords.assigned_to.getRefRecord();
        if (assignedTo && assignedTo.isValidRecord() && assignedTo.getValue('active') == 'true') {
            ctaskOverDueObj.is_user_active = true;
            ctaskOverDueObj.assigned_user_email = assignedTo.getValue('email') || '';
            ctaskOverDueObj.assigned_name = assignedTo.getValue('u_preferred_name') ||
                                            (assignedTo.getValue('first_name') + ' ' + assignedTo.getValue('last_name')) || '';
            ctaskOverDueObj.has_valid_email = (ctaskOverDueObj.assigned_user_email != '');

            var ctaskManagerDetails = getManagerDetails(assignedTo);
            ctaskOverDueObj.is_manager_active = ctaskManagerDetails.is_manager_active;
            ctaskOverDueObj.manager_email = ctaskManagerDetails.manager_email;
            ctaskOverDueObj.manager_name = ctaskManagerDetails.manager_name;
        } else {
            var ctaskGroupDetails = getGroupDetails(ctaskOverDueObj.group);
            ctaskOverDueObj.group_email = ctaskGroupDetails.group_email;
            ctaskOverDueObj.group_name = ctaskGroupDetails.group_name;
            ctaskOverDueObj.manager_email = ctaskGroupDetails.manager_email;
            ctaskOverDueObj.manager_name = ctaskGroupDetails.manager_name;
        }

        if (ctaskOverDueObj.is_user_active && ctaskOverDueObj.assigned_user_email &&
            existingChangeEmails.indexOf(ctaskOverDueObj.assigned_user_email) < 0) {
            overDueRecords.push(ctaskOverDueObj);
            existingChangeEmails.push(ctaskOverDueObj.assigned_user_email);
        } else if ((!ctaskOverDueObj.is_user_active || !ctaskOverDueObj.has_valid_email) &&
                   ctaskOverDueObj.group_email &&
                   existingTaskEmails.indexOf(ctaskOverDueObj.group_email) < 0) {
            overDueRecords.push(ctaskOverDueObj);
            existingTaskEmails.push(ctaskOverDueObj.group_email);
        }
    }
}

// ============================================================
// STEP 5: DRY RUN output / or fire notifications
// ============================================================
gs.print('--- Total overDueRecords: ' + overDueRecords.length + ' ---');

if (DRY_RUN) {
    for (var i = 0; i < overDueRecords.length; i++) {
        var rec = overDueRecords[i];
        gs.print('Would notify =>' +
                 ' | User Active: ' + rec.is_user_active +
                 ' | Name: ' + rec.assigned_name +
                 ' | User Email: ' + rec.assigned_user_email +
                 ' | Group: ' + rec.group_name +
                 ' | Group Email: ' + rec.group_email +
                 ' | Manager Name: ' + rec.manager_name +
                 ' | Manager Email: ' + rec.manager_email +
                 ' | CHG Count: ' + rec.overdue_chg_count +
                 ' | Task Count: ' + rec.overdue_ctask_count);
    }
    gs.print('DRY RUN complete - no emails sent');
} else {
    // Your existing notification firing logic goes here
}
0 Helpfuls

pratyusha11
Tera Contributor

‎06-25-2026 11:55 AM 

var overdueRecords = [];
//Arrays to remove duplicate email addresses 
var existingChangeEmails = [];
var existingCTaskEmails = [];

//First query Change Request table
var chgSLA = new GlideAggregate('task_sla');
chgSLA.addQuery('active', true);
chgSLA.addQuery('has_breached', true);
chgSLA.addQuery('task.sys_class_name', 'change_request');
chgSLA.addQuery('task.production_system', true);
chgSLA.addAggregate('COUNT', 'task.requested_by');
chgSLA.orderByAggregate('COUNT', 'task.requested_by');
chgSLA.orderBy('task.requested_by');
chgSLA.orderBy('task.assignment_group');
chgSLA.query();
while (chgSLA.next()) {
    var chgCount = chgSLA.getAggregate('COUNT', 'requested_by');
    var chgOverDueObj = {};
    chgOverDueObj.is_user_active = false;
    chgOverDueObj.has_valid_email = false;
    chgOverDueObj.is_manager_active = false;

    chgOverDueObj.group = chgSLA.getValue('task.assignment_group');
    var requestedBy = chgSLA.task.requested_by.getRefRecord();
    //Checks Requested By 
    if (chgSLA.getValue('requested_by') && isActiveUser(requestedBy)) {

        chgOverDueObj.is_user_active = true;
        if (requestedBy.getValue('email')) {
            chgOverDueObj.assigned_user_email = requestedBy.getValue('email');
            chgOverDueObj.assigned_preferred_name = requestedBy.getValue('u_preferred_name');
            chgOverDueObj.has_valid_email = true;
        }
        setManagerDetails(requestedBy, chgOverDueObj);

    } else {
        setGroupManagerDetails(chgOverDueObj.group, chgOverDueObj);
    }

    chgOverDueObj.overdue_chg_count = chgCount;
    //chgOverDueObj.found_in = 'CHANGE_REQUEST';

    if ((chgOverDueObj.is_user_active) && (chgOverDueObj.assigned_user_email) && (existingChangeEmails.indexOf(chgOverDueObj.assigned_user_email) < 0)) {
        overdueRecords.push(chgOverDueObj);
        existingChangeEmails.push(chgOverDueObj.assigned_user_email);
    } else if ((!(chgOverDueObj.is_user_active) || (!(chgOverDueObj.has_valid_email))) && (existingCTaskEmails.indexOf(chgOverDueObj.group_email) < 0)) {
        overdueRecords.push(chgOverDueObj);
        existingCTaskEmails.push(chgOverDueObj.group_email);
    }


}

//Next, query Change Task table 
var ctaskSLA = new GlideAggregate('task_sla');
ctaskSLA.addQuery('active', true);
ctaskSLA.addQuery('has_breached', true);
ctaskSLA.addQuery('task.sys_class_name', 'change_task');
ctaskSLA.addQuery('task.production_system', true);
ctaskSLA.addQuery('task.change_request.state', '!=', '5'); // exclude closed CHGs
ctaskSLA.addAggregate('COUNT', 'task.assigned_to');
ctaskSLA.orderBy('task.assigned_to');
ctaskSLA.orderBy('task.assignment_group');
ctaskSLA.query();

while (ctaskSLA.next()) {
    var ctaskCount = ctaskSLA.getAggregate('COUNT', 'task.assigned_to');
    var ctaskOverDueObj = {};
    ctaskOverDueObj.is_user_active = false;
    ctaskOverDueObj.has_valid_email = false;
    ctaskOverDueObj.is_manager_active = false;

    ctaskOverDueObj.group = ctaskSLA.getValue('task.assignment_group');
    var assignedTo = ctaskSLA.task.assigned_to.getRefRecord();

    // Check Assigned To
    if (ctaskSLA.getValue('task.assigned_to') && isActive(assignedTo)) {
        ctaskOverDueObj.is_user_active = true;
        ctaskOverDueObj.assigned_user_email = assignedTo.getValue('email');
        ctaskOverDueObj.assigned_user_preferred_name = assignedTo.getValue('u_preferred_name');
        setManagerDetails(assignedTo, ctaskOverDueObj);
    } else {
        setGroupManagerDetails(ctaskOverDueObj.group, ctaskOverDueObj);
    }

    ctaskOverDueObj.overdue_ctask_count = ctaskCount;

    // Email dedup — user path
    if (ctaskOverDueObj.is_user_active &&
        ctaskOverDueObj.assigned_user_email &&
        existingChangeTaskEmails.indexOf(ctaskOverDueObj.assigned_user_email) < 0) {

        overdueRecords.push(ctaskOverDueObj);
        existingChangeTaskEmails.push(ctaskOverDueObj.assigned_user_email);

        // Email dedup — group path
    } else if (!ctaskOverDueObj.is_user_active &&
        ctaskOverDueObj.has_valid_email &&
        existingChangeEmails.indexOf(ctaskOverDueObj.group_email) < 0) {

        overdueRecords.push(ctaskOverDueObj);
        existingChangeEmails.push(ctaskOverDueObj.group_email);
    }
}

var overDueLength = overdueRecords.length;
for (var i = 0; i < overDueLength; i++) {
    var emailAddresses = '';
    if ((overdueRecords[i].is_user_active) && (overdueRecords[i].has_valid_email)) {
        emailAddresses = overdueRecords[i].assigned_user_email;
        if ((overdueRecords[i].is_manager_active) && (overdueRecords[i].manager_email)) {
            emailAddresses += ',' + overdueRecords[i].manager_email;
        }
    } else {
        emailAddresses = overdueRecords[i].group_email;
    }

    if (overdueRecords[i].group) {
        gs.log(JSON.stringify(overdueRecords[i]));
        var groupRecord = new GlideRecord('sys_user_group');
        if (groupRecord.get(overdueRecords[i].group)) {
            gs.eventQueue('wf.change.past_due.daily_digest', groupRecord, emailAddresses, JSON.stringify(overdueRecords[i]), '');
        }
    }

}


//Function to check if user is active 
function isActiveUser(user) {
    var isActive = false;
    if (user.isValidRecord()) {
        isActive = user.active;
    }
    return isActive;
}

//Function to populate Manager details into JSON Obj
function setManagerDetails(user, jsonObj) {
    var manager = user.manager.getRefRecord();
    jsonObj.is_manager_active = false;
    if (isActiveUser(manager)) {
        jsonObj.is_manager_active = true;
        if (manager.getValue('email')) {
            jsonObj.manager_email = manager.getValue('email');
        }

    }
}

//Function to set Manager & Group Details 
function setGroupManagerDetails(groupID, jsonObj) {
    var groupEmail = '';
    var groupRecord = new GlideRecord('sys_user_group');
    if (groupRecord.get(groupID)) {
        var groupManager = groupRecord.manager.getRefRecord();
        var groupManagerEmail = groupManager.getValue('email');
        groupEmail = groupRecord.getValue('email');

        if (groupRecord.active && isActiveUser(groupManager) && JSUtil.notNil(groupManagerEmail)) {
            jsonObj.group_email = groupManagerEmail;
            jsonObj.manager_preferred_name = groupManager.getValue('u_preferred_name');
            jsonObj.is_manager_active = true;

        } else if (JSUtil.notNil(groupEmail)) {
            jsonObj.group_email = groupEmail;
            jsonObj.is_manager_active = false;
        }

    }

}
0 Helpfuls