Need help

[abjaffrey]

Hi all,

I have a scenario:

in incident form, if the priority changes to 1, a new incident should be created with the same details of the current incident but the assigned to should be the 'manager of the assignment group'. the incident is getting created but assigned to is not getting updated.

I've written an after BR with conditions.

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

    // Add your code here

    var newInc = new GlideRecord('incident');

    newInc.initialize();

    newInc.description = 'This is created as the priority was changed to 1'+'\n'+current.description;

    newInc.assignment_group = current.assignment_group;

    newInc.impact = 1;

    newInc.urgency = 1;

    newInc.caller_id = current.caller_id;

    newInc.category = current.category;

    newInc.short_description = current.short_description;

    // newInc.insert();

    var grpDetails = new GlideRecord('sys_user_group');

    var assignedTo = '';

    grpDetails.addEncodedQuery('nameINNetwork,Hardware,Network CAB Managers');

    grpDetails.query();

    while(grpDetails.next())

    {

        if(grpDetails.name == current.assignment_group)

        {

            assignedTo = grpDetails.manager;

        }

    }

    newInc.assigned_to = assignedTo;

    newInc.insert();

})(current, previous);

[Abhishek_Thakur · Accepted solution]

Hello @abjaffrey ,

You can use this to achieve your requirement.

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

// Add your code here

var newInc = new GlideRecord('incident');
var assignment = current.assignment_group.manager;
newInc.initialize();
newInc.description = 'This is created as the priority was changed to 1'+'\n'+current.description;
newInc.assignment_group = current.assignment_group;
newInc.impact = 1;
newInc.urgency = 1;
newInc.assign_to = assignment; //This will set the manager in assigned_to field.
newInc.caller_id = current.caller_id;
newInc.category = current.category;
newInc.short_description = current.short_description;
newInc.assigned_to = assignedTo;
newInc.insert();})(current, previous);

[Sandeep Rajput]

@abjaffrey Here is the updated script, please see if it works.

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

    // Add your code here

    var newInc = new GlideRecord('incident');
    newInc.initialize();
    newInc.description = 'This is created as the priority was changed to 1'+'\n'+current.description;
    newInc.assignment_group = current.assignment_group;
    newInc.impact = 1;
    newInc.urgency = 1;
    newInc.caller_id = current.caller_id;
    newInc.category = current.category;
    newInc.short_description = current.short_description;
    // newInc.insert();
    var grpDetails = new GlideRecord('sys_user_group');
    var assignedTo = '';
    grpDetails.addEncodedQuery('nameINNetwork,Hardware,Network CAB Managers');
    grpDetails.query();

    while(grpDetails.next())
    {
        if(grpDetails.getValue('sys_id') == current.getValue('assignment_group'))
        {
            assignedTo = grpDetails.manager+'';
        }
    }
   
    newInc.assigned_to = assignedTo;
    newInc.insert();


})(current, previous);

[Vaishnavi Lathk]

Your script looks mostly correct, but there are a few improvements and corrections needed to ensure that the assigned_to field is properly updated with the manager of the assignment group. Here are the key changes:

1. Ensure you are comparing the correct fields when matching the assignment_group.
2. Fetch the manager field value correctly from the sys_user_group record.
3. Insert the new incident record only after setting all required fields.

Here is the revised script:

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

    // Add your code here

    // Create new incident
    var newInc = new GlideRecord('incident');
    newInc.initialize();
    newInc.description = 'This is created as the priority was changed to 1' + '\n' + current.description;
    newInc.assignment_group = current.assignment_group;
    newInc.impact = 1;
    newInc.urgency = 1;
    newInc.caller_id = current.caller_id;
    newInc.category = current.category;
    newInc.short_description = current.short_description;

    // Fetch manager of the assignment group
    var grpDetails = new GlideRecord('sys_user_group');
    if (grpDetails.get(current.assignment_group.sys_id)) {
        var assignedTo = grpDetails.manager;
        newInc.assigned_to = assignedTo;
    }

    newInc.insert();

})(current, previous);