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-]

Yes, it can be, but it would be a bit safer to provide two buttons, one that when pressed looks up badges and another one that when pressed looks up laptops.

You can never know when a laptop serial starts looking as a badge id - which would lead to malfunctioning of the solution.

[chercm]

@-O-  the serial number will be alpha numeric and the badge number will be xxx:xxx 

how can i do that ?

is it to do something like this : 

if (input.barCode) { var parts = input.barCode.split(':'); if (parts.length === 2) { var serialNumber = parts[0]; var userBadge = parts[1];

[chercm]

@-O- 

 the serial number will be alpha numeric and the badge number will be xxx:xxx 

how can i do that ?

is it to do something like this : 

if (input.barCode) { var parts = input.barCode.split(':'); if (parts.length === 2) { var serialNumber = parts[0]; var userBadge = parts[1];

[chercm]

@-O- i was trying to use the servicenow solution on the badge integration but Servicenow does not support other badge reader except the hid 5427ck, i understand of the concern but the serial number will definiately based on numbers and the serial number will have alphanumeric. what is the best method to execute this ?

[-O-]

I'm not sure what you are invoking here when mentioning what ServiceNow support, do you have a link to some documentation?