Problem calling a non-client callable script from a client-callable script

[stevehuitt]

I'm in the process of refactoring our CTI processing for Istanbul per HI KB0620953 "Ensure a working CTI Integration in preparation for an Istanbul upgrade". The big change is that any inserts, updates or deletes must be performed from a non-client callable script in sys_script (business rules table) while the rest of the CTI processing is in a client callable script in sys_script. The problem I'm having is that the client callable script is getting a 'function not found' error when calling the non-client callable script. Here's the client callable script:

function cti() {

        var empNbr = sysparm_caller_id;

        var url = 'nav_to.do?uri=new_call.do';

        if (empNbr != null && empNbr != '') {

                  var user = new GlideRecord('sys_user');

                  user.addQuery('employee_number', empNbr);

                  user.query();

                  if (user.next()) {

                            // it's this statement that fails with function not found

                            var callSysId = u_CTI_Create_Call(user.sys_id, user.employee_number, user.u_lan_id);   // not client-callable per release notes

                            if (callSysId != null) {

                                      url += '?sys_id=' + callSysId; // set url to open the just created call record

                            }

                  }

        }

        answer = url; return url;

}

The u_CTI_Create_Call is defined as a non-client callable business service on the Global table and is active.

What am I doing wrong?

[Jochen Geist]

Have you tried it with new before the script name:

var callSysId = new u_CTI_Create_Call(user.sys_id, user.employee_number, user.u_lan_id);   // not client-callable per release notes

[stevehuitt]

Jochen,

Thanks for the suggestion. I hadn't tried adding new. I modified the call to include it but got the same error - 'u_CTI_Create_Call' is not defined.

[stevehuitt · Accepted solution]

I had opened up a HI incident on this issue and just heard back that KB0620953 as well as the comments in the OOTB CTI Processing business rule are in error - the non-client callable function that must be factored out should be a script include and not a global buisness rule (sys_script entry).

[arren]

Steve,

Did you actually get this working?

I'm doing something similar. I have my client callable script as a global business rule that calls my non-client callable script include.

The script include (in table sys_script_include) does not do the insert.       The script include is in the global scope and is not client callable.

Example:

var CTIUtils = Class.create();

CTIUtils.prototype = {

      initialize: function() {

      },

createNewCall:function(userId) {

  var nCall = new GlideRecord('new_call');

  nCall.initialize();

  nCall.caller = userId;

  nCall.insert();

  return nCall.getUniqueValue();

// I also tried this code commented out below to create a new incident, but that doesn't work either.

//var iGr = new GlideRecord('incident');

//iGr.initialize();

//iGr.caller_id = userId;

//iGr.insert();

//return iGr.getUniqueValue();

},

      type: 'CTIUtils'

};

Can you post some sample code?

Edit:   I found more info the Node File Browser

It looks like even though the script include is not-client callable, the code is still run in the SandBox

"WARNING *** WARNING *** Security restricted: User tried to run insert in GlideRecordSandbox"

Arren