scanning laptop serial to look up user information and creating interaction ticket - peform check in

[chercm]

created a service portal widget but after entering the serial number nothing happens. 

Client :

// Widget Script

function handleCheckIn() {

    // Get the scanned barcode from the input field

    var scannedBarcode = document.getElementById('barcodeInput').value;

    // Call a function to process the scanned barcode (e.g., initiateCheckInProcess)

    initiateCheckInProcess(scannedBarcode);

    // Clear the input field for the next scan

    document.getElementById('barcodeInput').value = '';

}

function initiateCheckInProcess(scannedBarcode) {

    // Example: Query the alm_hardware table to find the hardware record based on the scanned barcode

    var hardwareRecord = new GlideRecord('alm_hardware');

    hardwareRecord.addQuery('serial_number', scannedBarcode);

    hardwareRecord.query();

    if (hardwareRecord.next()) {

        // Hardware record found, get the assigned user

        var assignedUser = hardwareRecord.assigned_to;

        // Check if the assigned user is valid

        if (assignedUser) {

            // Create an interaction ticket

            var interaction = new GlideRecord('interaction');

            interaction.initialize();

            interaction.caller_id = assignedUser;

            interaction.location = hardwareRecord.location; // Assuming 'location' is a field on the hardware table

            interaction.reason = "Laptop refresh";

            interaction.insert();

            // Log success or perform additional actions

            gs.info('Check-in process initiated for user: ' + assignedUser.getDisplayValue());

        } else {

            // Assigned user not found, log an error or handle as needed

            gs.error('Assigned user not found for hardware with serial number: ' + scannedBarcode);

        }

    } else {

        // Hardware record not found, log an error or handle as needed

        gs.error('Hardware record not found for serial number: ' + scannedBarcode);

    }

}

html template. :

<!-- Barcode Check-In Widget Template -->

<div class="barcode-checkin-widget">

    <label for="barcodeInput">Scan Barcode:</label>

    <input type="text" id="barcodeInput" placeholder="Scan barcode..." autofocus>

    <button onclick="handleCheckIn()">Check-In</button>

</div>

[-O- · Accepted solution]

Well, your code is faulty: 1st you load the asset's user (assigned to) only after that you check whether the asset's user (assigned to) is actually filled in or not.

And that assuming that you have an actual user id in the actual code in line:

alm_hardware.addQuery('serial_number', 'your_serial_number');

Otherwise the Opened for always ends up empty.

Also why would you look up and load the same thing twice?

I mean you 1st load the asset to get the assigned to user than you load the asset once more to check whether the assigned to user is filled in or not and do the rest of the stuff.

Try formatting your code, maybe it will make such things more obvious.

Also you are not calling createInteraction function with the expected data type: parameter userId - it seems - must be a string.

A functioning code should at minimum look something like:

	function lookUpAssetAndCreateInteraction (barCode) {
		var alm_hardware = new GlideRecord('alm_hardware');

		alm_hardware.setLimit(1);

		if (alm_hardware.get('serial_number', barCode)) {
			if (!alm_hardware.assigned_to.nil()) {
				var facade = new sn_walkup.ExtPointUtil().loadExtension('InteractionFacade');
				var queueId = '775bd4f62fd5b110207170682799b6c6';
				var reasonId = '837468135b8b3300f6bc098b41f91ab8';
				var reasonDescription = 'Something not working';
				var badgeId = true;

				return facade.createInteraction(
					// Here a string is needed, not an object -
					// alm_hardware.assigned_to is an object, a GlideRecord,
					// '' + alm_hardware.assigned_to on the other hand is a string
					'' + alm_hardware.assigned_to,
					queueId,
					reasonId, // reasonID
					reasonDescription, // reason description
					false, // is_guest
					'', // guest_name
					'', // guest_email
					false, // is_online_checkin
					false, // is_appointment
					badgeId ? true : false // is_badge_checkin
				);
			}
			else {
				data.error = gs.getMessage('Assigned user not found for hardware with serial number: {0}', barCode);
			}
		}
		else {
			data.error = gs.getMessage('Hardware record not found for serial number: {0}', barCode);
		}
	}

Pasting only function lookUpAssetAndCreateInteraction here.

I am assuming that the rest is correct, like the queue id and that if there is an extension point defined, it is working - I have tested with OOB.

[-O- · Accepted solution]

That means you have not updated your Script Include code as suggested previously.

You should have in it

MyScriptInclude.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {

not

MyScriptInclude.prototype = Object.extendsObject(AbstractAjaxProcessor, {

[-O- · Accepted solution]

I assume that is because the user has stuff assigned to him that has no serial number.

You could handle this in two ways - depending on the business requirements:

- eliminate assets without a serial number by adding one more condition to the GlideRecord in the server side script include:

gr.addQuery('assigned_to', openedForSysId); // Assuming 'opened_for' is a reference field to sys_user
gr.addNotNullQuery('serial_number') // Don't load assets with no serial number

- or add something else instead of the serial number - if it is missing - when loading the assets:

while (gr.next()) {
	serialNumbers.push(gr.serial_number.nil() ?
		'#N/A (' + gr.model.getDisplayValue() + ')' :
		gr.serial_number.toString());
}

[-O-]

Well, I assume GlideAjax('YourAjaxScript') will actually end up as GlideAjax('Last10TicketsUtil').

But there are more questions to be answered before the code could be declared OK.

Like what are the scopes of the client side script and of the Script Include?

Has the Script Include been marked as Client callable?

Where will the client script run - Core UI, Portal or Workspace?

One thing that might not be correct is g_modal.show.

I don't know that g_modal has a method called show - but I might be wrong here.

[chercm]

@-O- 

1. Create a UI Script:

   • Navigate to "System Definition" > "Scripts" > "Client Scripts" in ServiceNow.
   • Create a new client script for the table or interaction where you want to trigger the pop-up.

2. Write JavaScript to Fetch and Display Data:

   • In the client script, you'll need to use GlideAjax or another mechanism to fetch the last 10 tickets based on the opened_for field.
   • Display the results in a modal/pop-up.

3. Client-Side Scripting (Optional):

   • If you want to dynamically load and display these records on the user interface when an interaction loads, you may also need to write client-side scripts.
   • Use JavaScript to interact with the DOM and fetch the records from the server.
   • You might use ServiceNow's GlideAjax or a similar mechanism to fetch the records asynchronously.

[chercm]

@-O-  I would run it on the interaction form and will check on client callable 

[-O-]

So assuming both data and the scripts reside in global scope and that the correct Script Include name is used when creating the GlideAjax, it should mostly be OK, except for the

g_modal.show('Last 10 Tickets', answer);

part, as that object has no such method.

This can be solved in various ways:

- use g_modal.alert to display the data, but in this case you need to return plain text from the Script Include, as HTML is not supported in the message

- use g_modal.showFields to display the data placing the returned HTML into a field of type HTML; this however might not be configurable to only display an OK button - or at least I don't know how to do it.

- use g_modal.showFrame to display a UI Page which will also "collect" the data to display - in this case the GlideAjax call and related Script Include is not even needed.

- create a new page variant for the Workspace that displays these Interaction records, adding a modal to the page variant and configure actions and events to trigger that modal; it may be that creating a new page variant is not needed, if the currently use page variant can be edited, you could just add the modal and configure raising and reacting to events.

[chercm]

@-O-  so what is the best method to use when the interaction load that the last 10 tickets of the users be displayed ?