Make a field mandatory on Incident table if SLA is breached

[now developer]

Hello all,

I have added a field on incident form to make the field visible and mandatory when SLA is breached.Trying to achieve this with Business rules providing some triggers , and also through onChange or onLoad client script, unable to achieve it. Can someone help me on this?

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

    // Get the related incident record

    var incident = new GlideRecord('incident');

    if (incident.get(current.task)) {

        // Check if the SLA is breached

        if (current.stage == 'breached') {

            // Make the Reason for SLA breach field visible and mandatory

            incident.u_reason_for_sla_breach.setDisplay(true);

            incident.u_reason_for_sla_breach.setMandatory(true);

        } else {

            // Hide the Reason for SLA breach field and make it optional if not breached

            incident.u_reason_for_sla_breach.setDisplay(false);

            incident.u_reason_for_sla_breach.setMandatory(false);

        }

        incident.update();

    }

})(current, previous);

Any help would be appreciated!

[now developer]

Hello Rishi,

There are no UI Policies w.r.t this field. Please find the attached scripts

Thanks

[now developer]

Thanks Rishi, It worked. Actually I was trying to write this BR on task SLA table.

Thank you once again for your prompt responses,

[Dhruv Chandan]

Hi,

This can be achieved with just the out of the box fields. An on load client script, which will call a script include to validate if the incident SLA has breached or not.

OnLoad client script:

function onLoad() {

    function validateSLABreach() {

        var gaSLA = new GlideAjax('global.validateIncidentSLA');
        gaSLA.addParam('sysparm_name', 'validateBreach');
        gaSLA.addParam('sysparm_incident_sysID', g_form.getValue("sys_id"));
        gaSLA.getXML(hasBreachVal);



        function hasBreachVal(response) {

            var answer = response.responseXML.documentElement.getAttribute("answer");

            if (answer == true) {
                // Visible and Mandatory
                g_form.setDisplay('u_reason_for_sla_breach', true);
                g_form.setMandatory('u_reason_for_sla_breach', true);
            } else {
                // Hide and non mandatory
                g_form.setDisplay('u_reason_for_sla_breach', false);
                g_form.setMandatory('u_reason_for_sla_breach', false);
            }

        }
    }
}

// Function called to execute script
validateSLABreach();

}

Script Include - Client callable:

var validateIncidentSLA = Class.create();
validateIncidentSLA.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    validateBreach: function() {

        var incident_sysID = this.getParameter('sysparm_incident_sysID');
        var grSLAVal = new GlideRecord("task_sla");
        grSLAVal.addEncodedQuery("task=" + incident_sysID)
        grSLAVal.query();
        while (grSLAVal.next()) {
            if (grSLAVal.has_breached == true) {
                return true;
            }
            break;
        }

    },

    type: 'validateIncidentSLA'
});

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Dhruv Chandan
 

[Kris Moncada]

1. Create a client callable Script Include:

var IncidentGlideAjaxTest = Class.create();
IncidentGlideAjaxTest.prototype = Object.extendsObject(AbstractAjaxProcessor, {

	getBreachStatus: function(){

		var incident_sys_id = this.getParameter('sysparm_incident_sys_id');

		var isBreached = false;

		//task=1c741bd70b2322007518478d83673af3^stage=breached
		//task_sla_list
		var gr_task_sla = new GlideRecord('task_sla');
		gr_task_sla.addQuery('task', incident_sys_id);
		gr_task_sla.addQuery('stage', 'breached');
		gr_task_sla.query();

		if(gr_task_sla.hasNext()){
			isBreached = true;
		}



		return isBreached;
	},


    type: 'IncidentGlideAjaxTest'
});​

• Create an onload client script on the incident table.

function onLoad() {
    //Type appropriate comment here, and begin script below

    console.log('incident sys_id = ' + g_form.getUniqueValue());
    var ga = new GlideAjax('IncidentGlideAjaxTest');
    ga.addParam('sysparm_name', 'getBreachStatus');
    ga.addParam('sysparm_incident_sys_id', g_form.getUniqueValue());
    ga.getXMLAnswer(handleResponse);
}

function handleResponse(response){
	console.log(response);
	if(response == 'true'){
		g_form.addInfoMessage('This incident has a breach SLA.');
		g_form.setMandatory('description', true);
	}
}​

In this sample, I made the description field mandatory if the incident has a breached SLA.