How to use Business Rule to print to SCTASK worknotes and also to RITM additional comments

[Jiajie Li]

Hello Experts,

I have a Business Rule set to abort if user is requesting a software they already have. This BR is to prevent duplicate software entitlements. However, after the operation aborts I would like to notify the user that an abort was done. Is there a way to simple print a sentence to the SCTASK worknotes and to the RITM additional comments at the same time? 

Below is the full business rule script:

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

    // Check for existing entitlement with the same software and licensee

    var gr = new GlideRecord('alm_entitlement'); //create a new GlideRecord to query "alm_entitlement" table

    gr.addQuery('assigned_to', current.assigned_to); //query the assigned_to field

    gr.addQuery('licensed_by', current.licensed_by); //query the licensed_by field

    gr.query();

    if (gr.hasNext()) { //checks if there is at least one record in the result set of the GlideRecord query. 

    //If there is a matching record, the hasNext() returns true, and the code inside the if statement is run.

        current.setAbortAction(true); //abort process

    }

})(current, previous);

[Mohith Devatte]

Hello @Jiajie Li ,

If they are requesting it via catalog item , when is this abort action happening is it after RITM has been created or exactly when ?

[Jiajie Li]

Hello @Mohith Devatte 

The abort action happens after RITM and SCTASK is created. When ITIL user selects a duplicate software in SCTASK and Close or Update then the abort action is triggered. 

[Jiajie Li]

Hello @Mohith Devatte 

Abort action happens when SCTASK is closed/updated. When user clicks Close or Update on the SCTASK, then it checks for duplicate. If there is duplicate, it aborts. 

[Alex Tod1]

Hello @Jiajie Li ,

 From what I understand, your br is triggered before insert, which is logical, in order to update SCTASK worknotes and to RITM I would recommend to create a script include and call him right before the line of code "current.setAbortAction(true)", you can send as a parameter current user so that later you can search for that records.