script to auto populate the assignment group on an INC record producer service catalog item

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‎03-21-2025 09:58 AM

Can anyone please help me figure out how to get this script to work?

This is an INC record producer from the self-service catalog Get Help catalog item.

The last two "else if" statements are not working.

It is not applying the incident templates to incidents that are created with Category = "Inquiry / Help" and Subcategory = "HR  (Do Not Include Confidential Info)" 

same for incidents created with Category = "Applications" and subcategory = "Workday"

It is not applying the templates listed. The ERP if statements are working fine, just not the HR ones at the bottom of the script.

What am I missing?

 

 

current.caller_id = gs.getUserID();
current.location = gs.getUser().getLocation();
var grLookup = new GlideRecord("dl_u_assignment");
grLookup.addQuery("location", gs.getUser().getLocation());
grLookup.query();
if (grLookup.next()) {
    current.assignment_group = grLookup.assignment_group;
}
current.contact_type = "self-service";
current.impact = 2;
current.urgency = 2;
current.priority = 3;
if (current.category == "ERP") {
    if (current.subcategory == "D365") {
        if (current.u_level3_category == "Production Control") {
            current.applyTemplate("ERP - Production Control");
        } else if (current.u_level3_category == "Inventory Management") {
            current.applyTemplate("ERP - Inventory Management");
        } else if (current.u_level3_category == "Master Planning") {
            current.applyTemplate("ERP - Master Planning");
        } else if (current.u_level3_category == "Modules") {
            current.applyTemplate("ERP - Modules");
        } else if (current.u_level3_category == "Procurement and Sourcing") {
            current.applyTemplate("ERP - Procurement and Sourcing");
        } else if (current.u_level3_category == "Product Information Management") {
            current.applyTemplate("ERP - Product Information Management");
        } else if (current.u_level3_category == "Sales and Marketing") {
            current.applyTemplate("ERP - Sales and Marketing");
        } else if (current.u_level3_category == "Tablet") {
            current.applyTemplate("ERP - Tablet");
        } else if (current.u_level3_category == "Warehouse Management") {
            current.applyTemplate("ERP - Warehouse Management");
        } else if (current.u_level3_category == "Finance") {
            current.applyTemplate("ERP - Finance");
        } else if (current.category == "Inquiry / Help") {
                if (current.subcategory == "HR  (Do Not Include Confidential Info)") {
                    current.applyTemplate("HR Incidents");
        } else if (current.category == "Applications") {
                if (current.subcategory == "Workday") {
                    current.applyTemplate("HR Workday Incidents");
                }  
            }
        }  
    }  
}
gs.addInfoMessage("Thank you - we'll take a look and see what we can do to help");
 
 
 
 
Any assistance is greatly appreciated.
Thank you
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Brad Bowman
Kilo Patron
Kilo Patron

‎03-21-2025 10:17 AM

You need to make sure you are using the correct values for the choices, not Label, so Inquiry / Help is likely 'inquiry'.  Additionally, the logic doesn't make sense at first glance with these conditions nested inside of category = ERP and subcategory = D365, how can the Category be Inquiry / Help?

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kellenp
Tera Contributor

‎03-21-2025 11:48 PM

were you able to find the solutioj?

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