Screen PopUp from Workflow

[Andrew Bettcher]

Hi,

We have a workflow on the task_sla table that waits for 50% of the SLA and then sends a notification email. I think there is an OOTB workflow that does this but we have created our own as some elements were corrupted somewhere along the line (prior to me joining the company).

We want to make a pop-up box appear to all users in a certain group when an SLA breaches. This would have to appear regardless of where they are in the system at the time of the breach. We don't anticipate a large number of breaches and the team that will see the pop-up are all Service Desk operatives and so would required to take some kind of action to prevent the breach (at the moment they get an email but we're still seeing unnecessary breaches).

I ahve added a "Run Script" node which comes off the same node as the email notifications node. The script in this node is simply:

var pop = new BreachPopUp();
pop.pop();

which is supposed to call my Script Include function BreachPopUp.pop.

I think it does because I added a copy of this onto the start node and the script include has a gs.addInfoMessage on there which did appear when it was supposed to.

So, I think I am calling the script include correctly.

After watching Chuck and Andy's TechNow Episode 6 on Script Includes and wrote this:

var BreachPopUp =Class.create();
 
BreachPopUp.prototype={
   initialize :function(){},
 
   pop :function(){
   gs.addInfoMessage("SLA Has Breached");
   },
 
   type :'BreachPopUp'};

I'm sure you've all guess that this doesn't work although something does happen when the 50% point is reached. It appears as though the ticket is refreshing itself at this point but only if I am looking at the ticket in question. If I am anywhere else in the instance nothing happens.

I've seen 40 or 50 posts on similat things but nothing exactly like this and so I don't even know if this is possible. I started off looking at events and then calling the script that way but that seems pointless when the event is already defined in the workflow.

Will this always fail because I'm trying to do something on the client based on something that is happening on the server or is the right way to mix the two?

Am I on the right track but with bad script or do I need to rethink (or do I need to tell my customers that it's not possible)?

If it isn't possible, is there another way to get an instant message to a user?

[Andrew Bettcher]

Sorry. In script above, whjere it says "addInfoMessage" it should read "confirm"

i.e. 

var BreachPopUp =Class.create();
 
BreachPopUp.prototype={
   initialize :function(){},
 
   pop :function(){
   gs.confirm("SLA Has Breached");
   },
 
   type :'BreachPopUp'};

[Deepak Ingale1]

One of the trickiest thing is to initiate a client side popup from Server side event, what I can suggest to create an EVENT which will fire gs.addInfoMessage() , based on that you may be able to trigger client side ALERT or CONFIRM message ( not tried, just a theory based on http://sncommander.com/

If not, please see above link helps you 

https://community.servicenow.com/community?id=community_question&sys_id=64cfcb65dbdcdbc01dcaf3231f96...

Note: Please mark reply as correct / helpful if it answers your question

[Andrew Bettcher]

Good Morning Pop Pickers,

I have something like a solution that just needs a bit of work to get it working. I came across a post about sys_broadcast_message. I did some tests and it notified my test users in our DEV system.

I have a "Run Workflow" node in the SLA breach notification workflow that creates a new record in the broadcat table and sets the start time and end time's accordingly.

To avoid spamming all users I created a new role called sla_message and added it to the Service Desk group.

The theory works and the workflow is running the script and creating a new broadcast record but I can't get it to bring back todays date AND time. 

Here's my current script:

var gr = new GlideRecord('sys_broadcast_message');
var date = new GlideDateTime(gs.nowDateTime());
var end = new GlideDateTime(gs.nowDateTime());
end.addSeconds(3600);
gr.initialize();
gr.message = 'Incident has reached 50% of its SLA';
gr.user_filter = 'sla_message';
gr.at_login = 'false';
gr.logged_in = 'true';
gr.notify_users_after_date = date;
gr.notify_users_until_date = end;
gr.insert();

It puts today's date in but the time given is 00:00:00 rather than "now". The "end" var is today at 01:00:00.

D'oh.

[Andrew Bettcher]

Hi,

We solved this thanks to a post by Chuck T about using negative amounts of "hoursAgo".

The script is:

var gr = new GlideRecord('sys_broadcast_message');
var date = gs.nowDateTime();
var end = gs.hoursAgo(-1);
var sla = current.sys_id;
gr.initialize();
//gr.message = ('Incident' + task + ' has reached 50% of its SLA');
gr.message = sla;
gr.user_filter = 'sla_message';
gr.at_login = 'false';
gr.logged_in = 'true';
gr.email = 'false';
gr.notify_users_after_date = date;
gr.notify_users_until_date = end;
gr.insert();

We want to put the breached task ID into the message whihs is why I've called the sys_id although this is the sys_id of the broadcast message rather than the task_sla. I'll work out how to get the task ID and then post it here.