Show an error message when exist a "Conflict" in Change Request.

crhistopherjuar · ‎03-02-2017

Hi Experts,

I have a requirement to show an error message when a ITIL user try to schedule a Change request, when exist a specific "Conflict" in Change Request.

I tried to resolve this with an onBefore Business Rule when the confict status is "Conflict" and the user have the ITIL role.

Here the Business Rule:

Condition: g_user.hasRole('itil')

var change = new GlideRecord('change_request');

change.addQuery('sys_id', current.change);

change.query();

var conflict = new GlideRecord('conflict');

conflict.addQuery('change',current.change);

conflict.query();

while (g.next()){

if (conflict.schedule == 'Fiscal Freeze'){

current.setAbortAction(true);

gs.addInfoMessage('No change allowed in fiscal freeze. Please alter the schedule.');

}

My Business Rule doesn't work and I don't know what I am missing.

I hope that you can help me.

Regards

Chuck Tomasi · ‎03-02-2017

The key to business rules is understanding that they are triggered by database operations. If nothing has updated that conflict record, then running the business rule there isn't going to do any good.

Here's a thought... rather than an if, incorporate that in to the query. Your business rule should actually look like this (inside a function)

Name: Check for conflict

When: Before

Insert: true

Update: true

Condition: Conflict status | is | Conflict

(function executeRule(current, previous /*null when async*/) {

var conflict = new GlideRecord('conflict');

conflict.addQuery('change', current.sys_id);

conflict.addQuery('schedule.name', 'Fiscal Freeze 2017');

conflict.query();

if (conflict.next()) {

gs.addErrorMessage('No change allowed in fiscal freeze. Please alter the schedule');

current.setAbortAction(true);

}

})(current, previous);

View solution in original post

Pradeep Sharma · ‎03-02-2017

Hello Crhistopher,

Here is the complete modified code.

Condition : gs.hasRole("itil)

Script :

var change = new GlideRecord('change_request');

   change.addQuery('sys_id', current.change);

   change.query();



var conflict = new GlideRecord('conflict');     

     conflict.addQuery('change',current.change);     

     conflict.query();     

while (conflict.next()){


if (conflict.schedule.getDisplayValue() == 'Fiscal Freeze'){

   current.setAbortAction(true); 

   gs.addInfoMessage('No change allowed in fiscal freeze. Please alter the schedule.');

}

}

Reference:

http://wiki.servicenow.com/index.php?title=GlideSystem#gsc.tab=0

GlideRecord - ServiceNow Wiki

Chuck Tomasi · ‎03-02-2017

Hi Pradeep,

Best practice recommends using getDisplayValue() instead of dot-walking to the name field.

E.g. line 11 would be

if (conflict.schedule.getDisplayValue() == 'Fiscal Freeze')

http://wiki.servicenow.com/index.php?title=Coding_Best_Practices#Use_getDisplayValue.28.29_Effective...

Pradeep Sharma · ‎03-02-2017

I agree with you, Chuck. Modified the code

Thank you.

crhistopherjuar · ‎03-02-2017

Actually I modified the code and still not working.

Pradeep Sharma · ‎03-02-2017

Condition should be gs.hasRole("itil") and not gs.hasRole()("itil"). Please modify this and check once.