Incident application related

[krishna svg]

When you selected VIP Customer in caller field then system should set priority 1-critical and impact and urgency fields should be readonly.

[Dr Atul G- LNG]

Hi @krishna svg 

You can use the UI policy and set the Impact =1, urgency =1 which make priority =1  ands put condition caller.vip= True

[Sandeep Rajput]

@krishna svg You can achieve this using a combination if client script and GlideAjax.

Client Script on the Caller field

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
  if (isLoading || newValue === '') {
    return; // Don't run the script if the form is loading or the caller field is empty
  }

  var ga = new GlideAjax('VIPCallerCheck'); // Name of your Script Include
  ga.addParam('sysparm_name', 'isVIP'); // Name of the function in your Script Include
  ga.addParam('sysparm_caller_sys_id', newValue); // Pass the caller's sys_id
  ga.getXML(handleVIPResponse);

  function handleVIPResponse(response) {
    var isVIP = response.responseXML.documentElement.getAttribute("answer");

    if (isVIP == 'true') {
      g_form.setValue('priority', '1'); // Set priority to Critical
      g_form.setReadOnly('impact', true);
      g_form.setReadOnly('urgency', true);
    } else if (oldValue != '' && newvalue != oldValue) { // if caller is changed and the new caller is not VIP then impact and urgency should be editable.
        g_form.setReadOnly('impact', false);
        g_form.setReadOnly('urgency', false);
    }
  }
}

Script Include:

var VIPCallerCheck = Class.create();
VIPCallerCheck.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {
  isVIP: function() {
    var callerSysId = this.getParameter('sysparm_caller_sys_id');
    var callerGR = new GlideRecord('sys_user'); // Replace 'sys_user' if needed
    if (callerGR.get(callerSysId)) {
      return callerGR.getValue('vip') + ''; // Convert boolean to string for GlideAjax response.  Adapt 'vip' if needed.
    }
    return 'false'; // Return false if caller not found
  },
  type: 'VIPCallerCheck'
});