Making ticket active after pending user

[shalini44]

Hello,

In our environment, when an incident in pending user Info state, it becomes active only if the requester replies to the system email. Is there a way to make the state as active if a person on watch list also replies on the ticket.

We use the following business rule. How can I can I loop of the watch list and make ticket active when one of them replies.

if (current.sys_updated_by == current.u_requested_by.user_name

{

  current.state = 2; //active state

}

Thanks for your looking and your suggestions.

Regards,

Shalini

[ajbarnes]

Hi skapoor

You should be able to modify the condition there:

var arrayUtilWL = new ArrayUtil();
if (current.sys_updated_by == current.u_requested_by.user_name || arrayUtilWL.contains(current.watch_list, current.sys_updated_by) )
{
   current.state = 2; //active state
}

[shalini44]

Thanks Andrew for replying. I tried your code, but the contains method returns false, even tough the user account is in the watch-list. What is the best way to test it in the test environment.

Thanks for your help!

Shalini

[mike_allgire]

The simplest way would be to have the condition of to call the look up through a script include, so that it only runs when that condition is hit. If not wanting to use a condition, this should work.

if(current.sys_updated_by == current.u_requested_by.user_name || (!current.watch_list.nil() && isWatcher(current.watch_list)){
         current.state = 2;
}

function isWatcher(watchers){
         watchers = watchers.toString();
         for(i = 0; i < watchers.length; i++){
                   var gr = new GlideRecord('sys_user');
                   gr.get(watchers[i]);
                   if(current.sys_updated_by == gr.user_name){
                             return true;
                   }
         }
}

[shalini44]

Thank you Mike for your reply.

I tried the code, but conditions for watchlist is coming out to be false even though the user is in the watchlist. I am testing using a test account that I've put in the watchlist. I am not sure why.

BR
Shalini