Record Producer Group Routing Enhancement

[purdue]

Hello,

We have a requirement to add RP assignment group lookup through a system property when the user selects release = HyperCare EMEA.  Currently the group assignment is routing is going through the code below.  I need to skip these if HyperCare is selected.  I need to pass in the application name into rp and return the group from system property.  For example if user selects application WBD SAP Fixed Assets/IO: Production then return group ESS WBD S4 Deloitte Hypercare FA/IO to rp assignment group if not then use the gliderecord below.

var supp_grp = new GlideRecord('u_support_group_routing');

supp_grp.addQuery('u_active', true);

supp_grp.addQuery('u_configuration_item', producer.select_application);

supp_grp.addQuery('u_record_producer', 'CONTAINS', cat_item.sys_id);

supp_grp.query();

if (supp_grp.next()) {

if (supp_grp.getValue('u_support_group')) {

supp_grpid = supp_grp.getValue('u_support_group');

}

}

current.assignment_group = supp_grpid;

Any assistance is appreciated.

Thanks,

Chad

[Medi C]

Hi @purdue,

I hope my understanding is correct. Please try the following:

1. Create a property and store the sys_ids of the 12 applications (comma separated: SYS_ID1,SYS_ID2 ...) 
2. Create / Adjust your routing property as follow:

/*{
	"APPLICATION_SYS_ID_1" : "GROUP_SYS_ID1",
	"APPLICATION_SYS_ID_2" : "GROUP_SYS_ID2",
	"APPLICATION_SYS_ID_3" : "GROUP_SYS_ID3"
};*/​

• Adjust the script on your record producer as follow:
  (Please check the variable, table and property names and your the value of "HyperCare EMEA" not the displayvalue)

//Get the list of 12 apps stored in property created in Step 1
var applications = gs.getProperty("APPLICATIONS_PROPERTY").toString().split(","); 

//Get the Routing property in Step 2
var applicationRouting = JSON.parse(gs.getProperty("APPLICATION_WRITTING_PROPERY"));

var arrayUtil = new global.ArrayUtil();
if(producer.release == "HyperCare EMEA" && arrayUtil.contains(applications, producer.select_application)){
	//Set assignment group
	current.assignment_group = applicationRouting[producer.select_application + ""];
}
else{
	//Do your existing GlideRecord operation
}​

I hope it helps!

[purdue]

Hello,

Thanks for this.  How do I skip the gliderecord query if HyperCare EMEA?   I tried putting if producer.release != "Hypercare EMEA"  to skip gliderecord but still goes to glide. 

Thanks again.

Chad

[Medi C]

Hi @purdue 

Could you please share screenshot from the release variable? Type and available choices.

[purdue · Accepted solution]

Hello,

Working with our other developers we were able to come up a solution.   Here is the final solution in case someone has the same requirement.

Record Producer

var jsonData = JSON.parse(gs.getProperty("producer.sap_s4_support.groups")); //name of your property

if(!gs.nil(jsonData[release])){

group_name = jsonData[release][app];

}

if (!group_name)

{

var supp_grpid = gs.getProperty('incident.default.group'); //Global Service Desk

var supp_grp = new GlideRecord('u_support_group_routing');

supp_grp.addQuery('u_active', true);

supp_grp.addQuery('u_configuration_item', producer.select_application);

supp_grp.addQuery('u_record_producer', 'CONTAINS', cat_item.sys_id);

supp_grp.query();

if (supp_grp.next()) {

if (supp_grp.getValue('u_support_group')) {

supp_grpid = supp_grp.getValue('u_support_group');

}

}

current.assignment_group = supp_grpid;

}else{

current.assignment_group = group_name;

}

System Property

application id : group

{
"Hypercare EMEA": {
"a672baab933a82941243b47d1dba10c6": "773d18ba833a0e54cd1478226daad342 ",
"523376e3937a82941243b47d1dba1056": "9adcd87ec3b20a108dc3f8aa050131b8",
"34e376af937a82941243b47d1dba101d": "f2ae5cba93ba4a54c270b1266aba1065",
"488d5facc34346109a6a1ce0e00131e9": "f2ae5cba93ba4a54c270b1266aba1065",
"e5bdf43e33728254296947434d5c7b8d": "c6d0986e933a0654c270b1266aba108c",
"ead4b6ab93ba82941243b47d1dba10b3": "c6d0986e933a0654c270b1266aba108c",
"fcc5bae793fa82941243b47d1dba1006": "a21f94bac3f20a108dc3f8aa05013118",
"137dfcba33728254296947434d5c7bb3": "01ffd0ba333ec61497b552e36d5c7b83",
"e5e6d69393be0a5472ebf8a56aba108b": "bea2e87a93be06541243b47d1dba1013",
"ebf63667933e82941243b47d1dba104a": "e26f1cfac3f20a108dc3f8aa050131eb",
"ce487ea3937e82941243b47d1dba1086": "e26f1cfac3f20a108dc3f8aa050131eb",
"900620ea930e7910860bb6a74dba10c7": "f2bbe9ba833a8e54cd1478226daad392",
"d052fba58347c650cd1478226daad3f8": "f8c3d9301b98b1d0783f43b1b24bcbb8"
}
}