Set Mandatory field visible on Incident Close

[Sherridan Maitl]

Good Day, I need help with a client script.

I created a field called 'SLA Breached Reason' to display and be mandatory when an Incident State is changed to close and Has Breached is true. I can't get the Task_SLA field through incidents through UI Policy so I need a script. Any ideas? Regards

[pat222]

Hi, 

you could create a onChange Client Script that runs when State is changed to "closed" and have a GlideAjax call to a script include to check if task_sla is true.

Here is an example: 

Script Include:

var CheckSLABreached = Class.create();  
CheckSLABreached.prototype = Object.extendsObject(AbstractAjaxProcessor, {  
    hasBreachedSLA: function() {  
        var taskSysId = this.getParameter('sysparm_task_sys_id');  
        var taskSLAgr = new GlideRecord('task_sla');  
        taskSLAgr.addQuery('task', taskSysId);  
        taskSLAgr.query();  
        while (taskSLAgr.next()) {  
            if (taskSLAgr.has_breached == 'true') {  
                return true;  
            }  
        }  
        return false;  
    },  
  
    type: 'CheckSLABreached'  
});  

 Client Script: 

function onChange(control, oldValue, newValue, isLoading) {  
    if (isLoading || newValue === '') {  
        return;  
    }  
  
    var stateClosedValue = '7'; // Replace with the actual value for 'Closed' in your instance  
  
    if (newValue == stateClosedValue) {  
        // Make the GlideAjax call to check for SLA breach  
        var ga = new GlideAjax('CheckSLABreached');  
        ga.addParam('sysparm_name', 'hasBreachedSLA');  
        ga.addParam('sysparm_task_sys_id', g_form.getUniqueValue());  
        ga.getXMLAnswer(checkForSLABreach);  
    }  
}  
  
function checkForSLABreach(answer) {  
    g_form.setMandatory('sla_breached_reason', answer);
}  

 I hope this could help. 

[swathisarang98 · Accepted solution]

Hi @Sherridan Maitl ,

You can On change Create a client script and script include as shown below,

Script Include: client callable 

var checksla = Class.create();
checksla.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    getSlaDetails: function() {
        var taskSlaSysId = this.getParameter('sysparm_sysid');

        var taskSla = new GlideRecord('task_sla');
        taskSla.addQuery('task', taskSlaSysId.toString());
        taskSla.query();
        if (taskSla.next()) {
            gs.info('inside if' + taskSlaSysId);
            if (taskSla.has_breached == true) {
               
                return true;

            } else if (taskSla.has_breached == false || taskSla.has_breached == "false") {
               
                return false;
            }
        }
    },

    type: 'checksla'
});

Client script:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (newValue === '') {

        // g_form.setMandatory('u_sla_breached_reason', false);
        return;

    }
    g_form.setVisible('u_sla_breached_reason', false); // everywhere replace u_sla_breached_reason with "SLA Breached Reason" backend value

    if (newValue == '7') {
        var sysid = g_form.getUniqueValue();
        var slaTask = new GlideAjax('checksla');
        slaTask.addParam('sysparm_name', 'getSlaDetails');
        slaTask.addParam('sysparm_sysid', sysid);
        slaTask.getXML(getresponse);

    } else {
        
        g_form.setMandatory('u_sla_breached_reason', false);
		g_form.setVisible('u_sla_breached_reason', false);
    }

    function getresponse(response) {
        var answer = response.responseXML.documentElement.getAttribute('answer');

        if (answer == true || answer == 'true') {
            g_form.setVisible('u_sla_breached_reason', true);
            g_form.setMandatory('u_sla_breached_reason', true);

        }
    }
    //Type appropriate comment here, and begin script below

}

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Sherridan Maitl]

Thanks! This is a great I will update after I'm finished testing