Print the incident caller's managers manages names in the background script.

[dhineshkumar]

Hi Experts 

I want to print the incidents caller's managers manages names in the background script.

Thanks in advance.

[Jitendra Diwak1]

Hi @eepinaveen,

Please put one dot walk

gs.print(inc.caller_id.manager.name)

Please accept my solution if it resolves your query. 

Thanks and Regards 

Jitendra Diwakar 

[Deepak Shaerma]

Hi @dhineshkumar 

use this script in your Background Script editor to print the name of Incident Caller`s Manager`s Manager
Script: 

var incidentGR = new GlideRecord('incident');
incidentGR.addEncodedQuery('numberININC0009009,INC0009005');
incidentGR.query();

while (incidentGR.next()) {
    // Get the Incident number and Caller Sys ID
    var incidentNumber = incidentGR.getValue('number');
    var callerSysId = incidentGR.getValue('caller_id');

    // Retrieve the Caller (User) details
    var callerGR = new GlideRecord('sys_user');
    if (callerGR.get(callerSysId)) {
        // Get the Caller’s Manager Sys ID
        var managerSysId = callerGR.getValue('manager');

        // Retrieve the Manager details
        var managerGR = new GlideRecord('sys_user');
        if (managerGR.get(managerSysId)) {
            // Get the Manager’s Manager Sys ID
            var managersManagerSysId = managerGR.getValue('manager');

            var managersManagerGR = new GlideRecord('sys_user');
            if (managersManagerGR.get(managersManagerSysId)) {
                // Print the Incident number, Caller’s name, Manager’s name, and Manager’s Manager’s name
                gs.print('For Incident ' + incidentNumber + ':');
                gs.print('Caller: ' + callerGR.getValue('name'));
                gs.print('Manager: ' + managerGR.getValue('name'));
                gs.print('Managers Manager: ' + managersManagerGR.getValue('name'));
            } else {
                gs.print('Manager’s Manager not found for Manager ' + managerGR.getValue('name') + ', associated with Incident ' + incidentNumber);
            }
        } else {
            gs.print('Manager not found for Caller ' + callerGR.getValue('name') + ', associated with Incident ' + incidentNumber);
        }
    } else {
        gs.print('Caller not found for Incident ' + incidentNumber);
    }
}

Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards
Deepak Sharma 

[S Goutham]

Hi @dhineshkumar 
Please Use the addExtraField method to avoid multiple GlideRecord which cause more query time find the code snippet below 

var incidentgr = new GlideRecord('incident');
incidentgr.addQuery('sys_id','57af7aec73d423002728660c4cf6a71c'); //<replace your incident sys_id>
incidentgr.addExtraField('caller_id.manager.manager.name');
incidentgr.query();
if(incidentgr.next()){ 
gs.print("Caller's Manager Name: "+incidentgr.caller_id.manager.name);
gs.print("Caller's Manager's Manager Name: "+incidentgr.caller_id.manager.manager.name);
}

[Jyoti_D_kamthe1]

please find Below code

Please accept my solution if it work for you.

var incidentGR = new GlideRecord('incident');
incidentGR.query();
while (incidentGR.next()) {
        var callerId = incidentGR.caller_id;
    if (callerId) {
                var userGR = new GlideRecord('sys_user');
        userGR.addQuery('sys_id', callerId);
        userGR.query();
            if (userGR.next()) {
            var managerId = userGR.manager;
            if (managerId) {
                var managerGR = new GlideRecord('sys_user');
                managerGR.addQuery('sys_id', managerId);
                managerGR.query();
                if (managerGR.next()) {
                    // Print the manager's name
                    gs.print('Manager Name: ' + managerGR.name);
                }
            }
        }
    }
}