Trying to query list collector field on Incident form

[alhicks]

I'm trying to change our Assignment Based workload script to query a list collector field instead of our select box field.   Tried several times (script below) but it's not working...:(

var assignTo = getLowestUser();

//gs.addInfoMessage("assigning to is " + assignTo);

current.assigned_to = assignTo;

function getLowestUser() {

var userList = new Array();

var cg = new GlideRecord('sys_user_grmember');

cg.addQuery('group', current.assignment_group);

if (current.assignment_group.getDisplayValue() == 'SD - Collaboration/Mobile') {

//cg.addQuery('user.u_service_desk_workload', 'SD-Collaboration/Mobile');     HERE'S THE PREVIOUS DROP DOWN SELECT FIELD

NOW TRYING TO QUERY A LIST FIELD.   IF THE LIST COLLECTOR CONTAINS THIS ASSIGNMENT GROUP.

//cg.addQuery('user.u_service_dsk_workload', 'LIKE', '591f507cf07d4d0c0f323fc297cb7d10');  

//cg.addOrCondition('user.u_service_dsk_workload', 'CONTAINS', '591f507cf07d4d0c0f323fc297cb7d10');  

//cg.addQuery(user.u_service_dsk_workload.toString().indexOf("591f507cf07d4d0c0f323fc297cb7d10") >-1);

cg.query();

while(cg.next()) {

var tech = cg.user.toString();

                                                                  TRIED TO QUERY HERE.

//if (cg.user.u_service_dsk_workload.toString().indexOf("591f507cf07d4d0c0f323fc297cb7d10") >-1){

//if (cg.user.u_service_dsk_workload, 'LIKE', '591f507cf07d4d0c0f323fc297cb7d10'){

var cnt = countTickets(tech);

//gs.addInfoMessage("Tech counts " + cg.user.name + ' ' + cnt + " " + tech);

userList.push( { sys_id: tech, name: cg.user.name, count: cnt } );

}

for(var i=0; i < userList.length; i++) {

//gs.addInfoMessage(userList.sys_id + " " + userList.name + " " + userList.count);

}

userList.sort(function(a, b) {

//gs.addInfoMessage("Sorting: " + a.sys_id + "(" + a.count + "); " + b.sys_id + "(" + a.count + ")");

return a.count - b.count; });

if (userList.length <= 0)

return "";

return userList[0].sys_id;

}

function countTickets(tech){

var ct = new GlideRecord('incident');

ct.addQuery('assigned_to',tech);

ct.addQuery('active',true);

ct.query();

return ct.getRowCount();

}

}

[bcronrath]

Hello Andrea,

Out of curiosity when you had your debugging glidesystem messages being written, did it point to the area in the script that is not working as expected?   If so what was the output versus what you would expect it to be?

[alhicks]

It's assigning to a user that has a group in this field but it's not the group I'm querying.       For example:   right now for testing, I have four service desk users with a group in the service dsk workload.   Three of them in this group and one in another.     It's assigning to the one person that is not in this group I'm looking for.   If I take that group name out of the list box for that one person, then the incident doesn't assign at all, not even to one of the other three.

I did get the undefined message on the gs.addInfoMessage(userList.sys_id + " " + userList.name + " " + userList.count);. The other messages just listed the assigned to persons name and sys id.

undefined undefined undefined

var assignTo = getLowestUser();

//gs.addInfoMessage("assigning to is " + assignTo);

current.assigned_to = assignTo;

function getLowestUser() {

var userList = new Array();

var cg = new GlideRecord('sys_user_grmember');

cg.addQuery('group', current.assignment_group);

if (current.assignment_group.getDisplayValue() == 'SD - Collaboration/Mobile') {

cg.addQuery('user.u_service_dsk_workload', 'IN',   '591f507cf07d4d0c0f323fc297cb7d10');

//cg.addQuery('user.sys_user.u_service_dsk_workload', 'IN',   '591f507cf07d4d0c0f323fc297cb7d10');

//cg.addQuery('user.u_service_desk_workload', 'SD-Collaboration/Mobile');

cg.query();

while(cg.next()) {

var tech = cg.user.toString();

var cnt = countTickets(tech);

//gs.addInfoMessage("Tech counts " + cg.user.name + ' ' + cnt + " " + tech);

userList.push( { sys_id: tech, name: cg.user.name, count: cnt } );

}

for(var i=0; i < userList.length; i++) {

gs.addInfoMessage(userList.sys_id + " " + userList.name + " " + userList.count);   //UNDEFINED HERE.

}

userList.sort(function(a, b) {

//gs.addInfoMessage("Sorting: " + a.sys_id + "(" + a.count + "); " + b.sys_id + "(" + a.count + ")");

return a.count - b.count; });

if (userList.length <= 0)

return "";

return userList[0].sys_id;

}

function countTickets(tech){

var ct = new GlideRecord('incident');

ct.addQuery('assigned_to',tech);

ct.addQuery('active',true);

ct.query();

return ct.getRowCount();

}

}

[bcronrath]

Hmm so if I'm understanding this correctly, on that early debug line:

gs.addInfoMessage("Tech counts " + cg.user.name + ' ' + cnt + " " + tech);

Are you saying that this gives usernames that should not belong to the criteria defined by:

cg.addQuery('group', current.assignment_group);

cg.addQuery('user.u_service_dsk_workload', 'IN',   '591f507cf07d4d0c0f323fc297cb7d10');

If so, I might try to just eliminate the rest of the script (in a copy of the script) and just focus on this first query, and try to output the value of the assignment_group and u_service_dsk_workload to make sure it isn't doing something weird like returning groups outside of what you are querying.   If it is, there might be something it doesn't like about the query.   I do notice that 2nd query is using an "IN" so perhaps it is including users from other groups that also match on this string.

Best regards,

Brian

[alhicks]

It's gs.addInfoMessage(userList.sys_id + " " + userList.name + " " + userList.count);     It comes back with undefined listed 3 times, I have three people in this group.   So, it seems to be bringing back an undefined for those three in that group.

[bcronrath]

Hello Andrea,

This could be valid as I'm not entirely sure what javascript can handle - but one thing that stands out to me in that for loop is there is no index being specified while iterating through the array.   For example, do you get different results if you instead used gs.addInfoMessage(userList[i].sys_id + " " + userList[i].name + " " + userList[i].count) ?