var EscalationUtils = Class.create();
EscalationUtils.prototype = {
    initialize: function() {
    },
	
	canRequestEscalation: function(gr) {
				
		var gr_esc = new GlideRecord('sn_customerservice_escalation');
		gr_esc.addQuery('source_table', gr.sys_class_name);
		gr_esc.addQuery('source_record', gr.sys_id);
		gr_esc.addQuery('active', true);
		gr_esc.query();
		if(!gr_esc.next()) 
			return true;
		
		return false;
		
	},
	
	canRequestDeescalation: function(gr) {
		var gr_esc = new GlideRecord('sn_customerservice_escalation');
		gr_esc.addQuery('source_table', gr.sys_class_name);
		gr_esc.addQuery('source_record', gr.sys_id);
		gr_esc.addQuery('state', 101);    // escalated
		gr_esc.addQuery('active', true);
		gr_esc.query();
		if (gr_esc.next()) 
			return true;
		
		return false;
	},
	
	appendNote: function(escalation, fieldName, newValue, oldValue) {
				
		var gr_source = new GlideRecord(escalation.getValue('source_table'));
		gr_source.get(escalation.getValue('source_record'));
		if(!gr_source) return;
		
		if(fieldName == "state") {
			
			if(escalation.state == 100) { // Requested	
				
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage('{0} has requested to escalate this {1}. {2} created.', [gs.getUserDisplayName(), gr_source.getClassDisplayValue(), escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
				// create depend on type
				if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
					escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
					escalation.update();
				}
				
			} else if(escalation.state == 101) { // Escalated
				
				if(!oldValue) {
					// skip approval
					if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
					escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
					escalation.update();
					}
					if(gr_source.isValidField('work_notes')){
						gr_source.work_notes = gs.getMessage("Escalation {0} has been approved.", [escalation.getDisplayValue('number')]);
					}
				} else {
					if(gr_source.isValidField('work_notes')){
						gr_source.work_notes = gs.getMessage("{0} has approved escalation {1}.", [escalation.getDisplayValue('approved_by'), escalation.getDisplayValue('number')]);
					}
					
				}

				gr_source.update();
				
			} else if(escalation.state == 102) { // Declined
				
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage("{0} has declined escalation {1}.", [escalation.getDisplayValue('declined_by'), escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
				var declineComments = this.getComments(escalation);
					
					if(declineComments != "") {
						escalation.work_notes =  gs.getMessage("{0}", [declineComments]);
						escalation.update();
					}
				
				
			} else if(escalation.state == 103) { // Closed Escalated
				if(gr_source.isValidField('work_notes')){
					gr_source.work_notes = gs.getMessage("Escalation {0} has been closed.", [escalation.getDisplayValue('number')]);
					gr_source.update();
				}
				
			} else if(escalation.state == 104) { // De-escalation Requested
				// TBD
			}
			
		} else if(fieldName == "escalation_severity") {
			
			if(gr_source.isValidField('work_notes')) {
				gr_source.work_notes = gs.getMessage("Escalation {0} phase has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
				gr_source.update();
			}
			
		} else if(fieldName == "trend") {
			
			if(gr_source.isValidField('work_notes')) {
			gr_source.work_notes = gs.getMessage("Escalation {0} trend has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
			gr_source.update();
			}
			
		} else if(fieldName == "work_notes" || fieldName == "comments") {
			
			if(gr_source.isValidField('work_notes')) {
				gr_source.work_notes = gs.getMessage("Escalation {0} has updated:\n{1}", [escalation.getDisplayValue('number'), newValue]);
				gr_source.update();
			}
			
		}
	
	},
	
	notifyUsers: function(escalation, fieldName) {
		
		if(fieldName == 'state') {	
			if(escalation.state == 100) { // Requested 
				gs.eventQueue('sn_customerservice.escalation.request', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 101) { // Escalated
				gs.eventQueue('sn_customerservice.escalation.escalated', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 102) { // Declined
				gs.eventQueue('sn_customerservice.escalation.declined', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 103) { // Closed 
				gs.eventQueue('sn_customerservice.escalation.closed', current, gs.getUserID(), escalation.sys_id);
			} else if(escalation.state == 104) { // De-escalation Requested
				// TBD
			}
		} else if (fieldName == 'escalation_severity') {
			gs.eventQueue('sn_customerservice.escalation.serchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'trend') {
			gs.eventQueue('sn_customerservice.escalation.trdchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'assignment_group') {
			gs.eventQueue('sn_customerservice.escalation.gpchange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'assigned_to') {
			gs.eventQueue('sn_customerservice.escalation.aschange', current, gs.getUserID(), escalation.sys_id);
		} else if (fieldName == 'comments') {
			gs.eventQueue('sn_customerservice.escalation.cmtchange', current, gs.getUserID(), escalation.sys_id);
		}
	},
	
	getComments: function(gr_escalation) {
		var gr = new GlideRecord('sysapproval_approver');
		gr.addQuery('document_id', gr_escalation.sys_id);
		gr.query();
		while(gr.next()) {
			var approval_state = gr.getValue('state');
			if(approval_state == 'approved' || approval_state == 'rejected') {
				
				return gr.comments.getJournalEntry(1);
			}
		}
		return "";
	},
	
	getQualifier: function(source_table) {
		var query = null;
		if(source_table == 'sn_customerservice_case' || source_table == 'csm_order_case') { // case escalation
			query = "type=0";
		} else if (source_table == 'customer_account') { // account escalation
			query = "type=1";
		}
		return query;
	},
	
    type: 'EscalationUtils'
};​