Need to display all incident caller id's incident number, username and email

aladpereira · ‎10-21-2015

Hi All,

Need to display all active incident's - incident number, username and email. But couldn't get the expected output. can anyone tell whats wrong with the code.

function onBefore(current, previous) {

//This function will be automatically called when this rule is processed.

//gs.addInfoMessage("first");

var inc = new GlideRecord('incident');

inc.addQuery('active',true);

inc.query();

while (inc.next()) {

gs.addInfoMessage(inc.number);

var grpMbr = new GlideRecord('sys_user');

grpMbr.addQuery('user_id', inc.caller_id);

grpMbr.orderByDesc('sys_created_on');

grpMbr.query();

while (grpMbr.next()) {

var emailid = grpMbr.email;

var userid = grpMbr.user_name;

gs.addInfoMessage(userid +" = "+emailid);

}

sergiu_panaite · ‎10-21-2015

Hi Anto,

Running this script in Background Scripts produces the result you want:

var inc = new GlideRecord('incident');


inc.addQuery('active',true);


inc.query();


while (inc.next()) {


             gs.print(inc.number);


             gs.print(inc.caller_id.getDisplayValue());


               var grpMbr = new GlideRecord('sys_user');


               grpMbr.addQuery('sys_id', inc.caller_id);


               grpMbr.orderByDesc('sys_created_on');


               grpMbr.query();


               while (grpMbr.next()) {


                       var emailid = grpMbr.email;


                       gs.print(emailid);


           }


}

I don't understand why you would use this in a business rule with gs.addInfoMessage, especially if output is large.

Second, in the sys_user GlideRecord call, don't use user_id in addQuery, but sys_id, as inc.caller_id is actually sys_id of sys_user record.

Does this helps? Otherwise please explain a bit more into details what you want to achieve.

Regards,

Sergiu

View solution in original post

sergiu_panaite · ‎10-21-2015

Hi Anto,

How are you applying this script?

Regards,

Sergiu

aladpereira · ‎10-21-2015

using Business rule in incident table

sergiu_panaite · ‎10-21-2015

Hi Anto,

This works for me as a business rule on display with a condition:

Condition:

current.active == true

Script:

function onDisplay(current, g_scratchpad) {


     //This function will be automatically called when this rule is processed.


       gs.addInfoMessage(current.number);


       gs.addInfoMessage(current.caller_id.getDisplayValue());


       var grpMbr = new GlideRecord('sys_user');


               grpMbr.addQuery('sys_id', current.caller_id);


               grpMbr.query();


               while (grpMbr.next()) {


                       var emailid = grpMbr.email;


                         gs.addInfoMessage(emailid);


               }


}

Screenshot:

Regards,

Sergiu

aladpereira · ‎10-21-2015

Sergiu thanks for the reply, I need all the active records of incidents , not only for the current.caller_id and for all the caller_id for active incidents.