Triggering an Event from Scheduled Job that cancels approvals after 4 weeks.

[EricG]

Hello Guru's:

I've always struggled getting Events to trigger Email Notifications.  I'm hoping someone can advise why this isn't sending the email.

Use Case:

I need to send out a Notification to the Requestor when their catalog item is cancelled due to inactivity on the Approval Record. 

I have a Scheduled Job that combs the sysapproval_approver record for any "Reuested" state that is older than 4 weeks old.  (scheduled Job)

The code for the "Raise Event" is gs.eventQueue('sc_req_item.approval.cancelled', current, par1, par2);

The event raised is populating correctly. I get the User sys_id and Name in correct place.

I'm not able to to get the Notification to sent.

I've tried several ways to get this.

1. Used the event.  Nada

2. Set the notification to Insert/Update condition approval state is No Required and Approving state is Closed incomplete.

What might the issue be?

[AnveshKumar M]

Hi @EricG 

Can you help me with the following queries?

1. What is the table on which the notification is configured?
2. You are passing the current as the Glide Object [gs.eventQueue('sc_req_item.approval.cancelled', current, par1, par2);]. This current refers to the Scheduled Job record, you can cross check the sys_id displayed is the sys_id of the scheduled job. You should pass the GlideRecord Object (if the notification is configured for sc_req_item table it should be the Glide Record object of RITM, if the notification is configured for sysapproval_approver table it should be the Glide Record object of Approval record.

Please try modifying the event triggering accordingly and check.

Please mark my answer helpful and accept as solution 👍✔️

[EricG]

The table is sysapproval_approver.  Currently.  

What I'm now passing, as i found out, is "eventname, "sysapproval_approver" , user sysid, user name"

As i reviewed my event logs, I saw the table wasn't being populated, so i hard coded it in the gs.eventqueue.

Is that what your asking.

[AnveshKumar M]

Hi @EricG ,

Can you move the eventQueue line to the while block like the one below and try.

var par1 = '';
var par2 = '';
var gr = new GlideRecord("sysapproval_approver");
gr.addQuery('sysapproval.sys_class_name', 'sc_req_item'); //since all the approvals are generated only for RITMS
gr.addQuery('state', 'requested');
gr.addQuery('sys_created_on','<',gs.daysAgo(30));
//gr.addEncodedQuery("sys_created_on<=javascript&colon;gs.dateGenerate('2022-12-07','11:27:23')");
gr.query();

while (gr.next()) {
var num = gr.sysapproval.number;
par1 = gr.approver;
par2 = gr.approver.name;
gr.state = 'not_required'; // set approval state to No longer required
cancelKids(num); // cancel the RITMS
gr.setWorkflow(false); // deactivate all the BR which are running
gr.update();
gs.eventQueue('sc_req_item.approval.cancelled', gr, par1, par2);

}

function cancelKids(n) {
var children = new GlideRecord('sc_req_item');
children.addQuery('number', n);
children.query();

while (children.next())
if (children.stage != 'Complete') {
gs.log(" Request item Number " + gr.sysapproval.number + " has been canceled ");
var id = children.request; // store the sys_id of REQ which is related to RITM
children.stage = 'Request Cancelled';
children.u_close_code = "Not Solved (Other)";
children.close_notes = "Ticket has been canceled due to approval inactivity. If the items is still required, please submit a new ticket.";
children.closed_at = gs.nowDateTime();
children.closed_by = "6816f79cc0a8016401c5a33be04be441";
children.active = false;
children.state = '4'; // set RITM state to closed incomplete
cancelParent(id); // this will cancel the REQ associated with the corresponding RITM
children.setWorkflow(false);
children.update();
}
}

function cancelParent(id) {

var scReq = new GlideRecord("sc_request");
scReq.addQuery('sys_id', id);
scReq.query();

if (scReq.next()) {
scReq.state = '4';
scReq.stage = 'closed_incomplete';
scReq.active = false;
scReq.request_state = 'closed_cancelled'; // set REQ TO cancelled when all the RITMS are cancelled
scReq.setWorkflow(false);
scReq.update();
}
}

[EricG]

Followed this and still not Email.