Make urgency to priority when the caller is a VIP

[Community Alums]

Hi,

I am writing a script where I can set the Urgency of an incident to High when the caller is a VIP.

GlideAJAX

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '') {
      return;
   }

	var call = g_form.getValue("caller_id");
	g_form.addInfoMessage("caller is " + call);
	var ga = new GlideAjax("VIP_Set_Urgency_Class");
	ga.addParam("sysparm_name", "VIP_Set_Urgency_Function");
	ga.addParam("sysparm_Caller", call);
	ga.getXML(callBackFunction);
	function callBackFunction(response){
		var answer = response.responseXML.documentElement.getAttribute("answer");
		g_form.setValue("urgency", answer);
	}
   
}

Script Include

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

    VIP_Set_Urgency_Function: function() {
        var param = this.getParameter("sysparm_Caller");
        var gr = new GlideRecord("sys_user");
        gr.addQuery("sys_id", param);
        gr.query();
        if (gr.next()) {
			if(gr.vip == true){
				
			}

        }
    },

    type: 'VIP_Set_Urgency_Class'
});

Regards

Suman P.

[Sai Shravan · Accepted solution]

Hi @Community Alums ,

Here are a few modifications you can make to ensure the script works as intended

GlideAJAX:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var call = g_form.getValue("caller_id");
    g_form.addInfoMessage("Caller is " + call);
    var ga = new GlideAjax("VIP_Set_Urgency_Class");
    ga.addParam("sysparm_name", "VIP_Set_Urgency_Function");
    ga.addParam("sysparm_Caller", call);
    ga.getXML(callBackFunction);

    function callBackFunction(response) {
        var answer = response.responseXML.documentElement.getAttribute("answer");
        if (answer) {
            g_form.setValue("urgency", answer);
        }
    }
}

Script Include

var VIP_Set_Urgency_Class = Class.create();
VIP_Set_Urgency_Class.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    VIP_Set_Urgency_Function: function() {
        var param = this.getParameter("sysparm_Caller");
        var gr = new GlideRecord("sys_user");
        gr.addQuery("sys_id", param);
        gr.query();
        if (gr.next()) {
            if (gr.vip == true) {
                return "1"; // Return "1" for High urgency
            }
        }
        return ""; // Return empty string if not a VIP
    },
    type: 'VIP_Set_Urgency_Class'
});

In the VIP_Set_Urgency_Function of the script include, I've added the return "1"; statement to indicate High urgency if the caller is a VIP. In the callBackFunction of the GlideAJAX script, I've added a check for the answer before setting the urgency field.

Regards,

Shravan

Please mark this as helpful and correct answer, if this helps you

[Sai Shravan]

Hi @Community Alums ,

Can you please mark as correct answer if it solved your issue.