Record producer script to assign an incident to one of two groups based on a multiple choice varable

[Jason H1]

Hi, 

I'm trying to have a record producer create an incident for one of two assignment groups based on the selection from a multiple-choice variable called phone_line_type. Here is the code:

(function () {

// Get the value of the 'phone_line_type' field

var phoneLineType = producer.phone_line_type;

// Define the sys_ids for the assignment groups

var assignmentGroup1 = 'sys_id_of_group_1';

var assignmentGroup2 = 'sys_id_of_group_2';

// Check if the assignment groups exist

var group1 = new GlideRecord('1f0ee795137867808b0d75c36144b018');

var group2 = new GlideRecord('2d993e78dbea99108d644641ba961926');

if (!group1.get(assignmentGroup1) || !group2.get(assignmentGroup2)) {

gs.addErrorMessage('One or both assignment groups do not exist. Please check the sys_ids.');

return;

}

// Create a new incident record

var incident = new GlideRecord('incident');

incident.initialize();

// Assign the incident to one of two groups based on the value of 'phone_line_type'

if (phoneLineType == 'analog_line') {

incident.assignment_group = assignmentGroup1;

} else if (phoneLineType == 'teams_call_line') {

incident.assignment_group = assignmentGroup2;

} else {

gs.addErrorMessage('Invalid phone line type. Please check the value of the phone_line_type field.');

return;

}

// Other incident fields can be set here, e.g.,

// incident.short_description = '...';

// incident.description = '...';

// Insert the new incident record

incident.insert();

})();

When I run this code, I see two errors: one is Record not found the other is Failed to create an incident with no Assignment Group 

Any idea where I need to improve here? I feel this should be easy to do.

[Maddysunil]

@Jason H1 

1. • Use the addQuery method to check if the assignment group records exist before attempting to get them. If the records don't exist, handle it accordingly.
   •  Make sure that the field names you are using for phone_line_type and assignment_group are correct
   • Please try the updated code and make sure to replace 'sys_id_of_group_1' and 'sys_id_of_group_2' with the actual sys_ids of your assignment groups

(function () {
    // Get the value of the 'phone_line_type' field
    var phoneLineType = producer.phone_line_type;

    // Define the sys_ids for the assignment groups
    var assignmentGroup1 = 'sys_id_of_group_1';
    var assignmentGroup2 = 'sys_id_of_group_2';

    // Check if the assignment groups exist
    var group1 = new GlideRecord('sys_user_group');
    group1.addQuery('sys_id', assignmentGroup1);
    group1.query();
    
    var group2 = new GlideRecord('sys_user_group');
    group2.addQuery('sys_id', assignmentGroup2);
    group2.query();

    if (!group1.next() || !group2.next()) {
        gs.addErrorMessage('One or both assignment groups do not exist. Please check the sys_ids.');
        return;
    }

    // Create a new incident record
    var incident = new GlideRecord('incident');
    incident.initialize();

    // Assign the incident to one of two groups based on the value of 'phone_line_type'
    if (phoneLineType == 'analog_line') {
        incident.setValue('assignment_group', assignmentGroup1);
    } else if (phoneLineType == 'teams_call_line') {
        incident.setValue('assignment_group', assignmentGroup2);
    } else {
        gs.addErrorMessage('Invalid phone line type. Please check the value of the phone_line_type field.');
        return;
    }

    incident.insert();
})();

Kindly mark helpful/accepted if it helps you.

Thanks