Scripting Business Rule state changes

[HP8]

Here's a BR I have on the sc_task table where it has a GlideRecord to check the current record's Request State on the sc_request table. I want 'request_state' CHANGES TO 'closed_complete' instead of equals, how can I achieve this?

var reqGR = new GlideRecord('sc_request');
reqGR.addQuery('sys_id', current.request);
reqGR.query();

if (reqGR.next()) {
    // Check if the sc_request conditions are met
    if (reqGR.request_state == 'closed_complete' && reqGR.short_description == ABC123') {
	gs.eventQueue('sn_customerservice.ape_rc_modify',current,current.variable_pool.user_email,gs.getUserName());
	gs.info('FPIM email recipient' + current.variable_pool.user_email);
    }
}

[debendudas · Accepted solution]

Hi @HP8 ,

You can't check if the state changes to "Closed Complete" or not in a GlideRecord Query.

If you want to trigger some event when the Request is closed, then write the BR in the Request table with the condition: State Changes to Closed Complete.

[HP8]

Hi there. The reason why I did it this way is because I want the BR to trigger an event for an email notification when the request is closed complete. The BR is on sc_request and the email notification is on sc_task where I have a mail script set up to print fields from the sc_task table. Do you have any suggestions?

[debendudas]

Please follow the below points:

• Write the BR in the sc_request table.
• Add condition State Changes to Closed Complete
• In the Script section use GlideRecord to query the sc_task record.
• Pass that GlideRecord object in the gs.eventQueue() method, instead of passing the current object.

Example code:

var scTaskGr = new GlideRecord('sc_task');
scTaskGr.addEncodedQuery(" < Add your encoded query to identify the sc_task record > ");
scTaskGr.query();
if (scTaskGr.next()) {
    gs.eventQueue('sn_customerservice.ape_rc_modify', scTaskGr, scTaskGr.variable_pool.user_email, gs.getUserName());
    gs.info('FPIM email recipient' + scTaskGr.variable_pool.user_email);
}

Try it out and let me know if this works.

[Runjay Patel]

Hi @HP8 ,

You can use below code . Adjust code to trigger event

var reqGR = new GlideRecord('sc_request');
reqGR.addQuery('sys_id', '58097fe383211210a9589780deaad3ab');
reqGR.query();

if (reqGR.next()) {
   
   var gr1=new GlideRecord("sys_audit");
  gr1.addQuery("tablename","sc_request"); //filter by incident.
  gr1.addQuery("documentkey",reqGR.sys_id); 
  gr1.addQuery("fieldname","request_state");
  gr1.addQuery("newvalue","closed_complete"); 
  gr1.orderBy("created"); //sort by created date
  gr1.setLimit(1);
  gr1.query();
  if(gr1.next()) {
    gs.print('FPIM email recipient' + reqGR.request_state);
  }

   
}

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Runjay Patel - ServiceNow Solution Architect
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