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-]

Should look like this:

If this is new to you, then you should really look into basic SN development/configuration documentation, you should really go through basic on-demand developer training.

Someone trying to create scripts and not knowing this is like a carpenter not knowing how, with which tool (hammer) a nail is inserted into the wood.

[chercm]

@-O-  i completely agreed and will do the training asap .

but i tried what you posted even though the user have incident tickets under that user it is not having any pop up 

[-O-]

Of course, you did not configure the Client Script as shown in the picture I posted.

Field UI Type has wrong value.

[-O-]

To be clear, UI Type is a way to indicate ServiceNow in which UI a Client Script (but also a Catalog Client Script) should be "included".

If UI Type is Desktop the (Catalog) Client Script will be executed only in Core UI (a.k.a. UI 16, colloquially "back-end"), if UI Type is Mobile / Service Portal the (Catalog) Client Script will be executed in Portal, Workspace and Mobile and if UI Type is All, well - obviously - it will be executed in All UIs.

Which raises the issue that even my configuration is not correct as for this script the proper configuration is Mobile / Service Portal really as variable g_modal is not available in Core UI, so the script would fail in that UI.

[chercm]

@-O- oh . i tried the configuration and i did not see the pop up that you mentioned previously