Set priority of Incident based on Caller field

[Lal Valecha1]

Hello Developers, 

I got a query, to set the priority of incident to P1-High, when the Caller selected is VIP?

Kindly help me achieve the solution.

Thanks in advance, 
Lal Valecha

[RaghavSh]

Create an on change client script on incident table on change of  caller field.

var user = g_form.getReference('caller_id',func);

function func(user)

{

if(user.vip==true)

{

g_form.setValue('impact',1); 

g_form.setValue('urgency',1);  

}

}

Please mark the answer correct/helpful accordingly.

[Veer]

Hello @Lal Valecha1 ,

This is the best practice to bring server side data on client,  GlideAjax approach is best practice compared with getReference.

Please create onChange client script and use below code, the onchange client script should run based on caller change

var ga = new GlideAjax('HelloWorld'); // HelloWorld is the script include class 
ga.addParam('sysparm_name','helloWorld'); // helloWorld is the script include method 
ga.addParam('sysparm_user_name',newValue); // Set parameter sysparm_user_name to loggedinUser
ga.getXML(HelloWorldParse);  /* Call HelloWorld.helloWorld() with the parameter sysparm_user_name set to 'caller' 
      and use the callback function HelloWorldParse() to return the result when ready */

// the callback function for returning the result from the server-side code
function HelloWorldParse(response) {  
   var answer = response.responseXML.documentElement.getAttribute("answer"); 
    if(answer){
g_form.setValue('imapct',1);
g_form.setValue('urgency',1);
}
}

and Create a client callable script include as below

// HelloWorld script include 
var HelloWorld = Class.create(); 
HelloWorld.prototype = Object.extendsObject(global.AbstractAjaxProcessor, { 
helloWorld: function() { 
var userName = this.getParameter("sysparm_user_name");
 var grUser = new GlideRecord('sys_user'); 
grUser.get("sys_id", userName); 
return grUser.vip; 
}, 
type: 'GetUserInfo'
 });

Learn more about GlideAjax by accessing below URL.

https://developer.servicenow.com/print_page.do?release=quebec&category=null&identifier=c_GlideAjaxAP...

 Please mark this as helpful if you find this helpful. 

[Murthy Ch]

Hi @Lal Valecha1 

Please try like below:

//onchange CS on caller field

function onChange(control, oldValue, newValue, isLoading) {

    var callerid = g_form.getReference('caller_id', getDetails);

    function getDetails(callerid) { //callback function
        if (callerid.vip == "true") {
            g_form.setValue('urgency', "1");
            g_form.setValue('impact', "1");
        }
    }
}

(not tested)