Work notes business rule

[AnushaB40463536]

I have a project that syncs service now incidents and connectwise tickets. I need the work notes that are added or updated to an incident be sent to connectwise via my middleware. I developed dev using admin account but for prod I am supposed to take the least previleged account without admin access. Therefore in dev I removed the admin role and  I have added the role ITIL but the work notes buisness rule triggers but sends empty payload. 

this is my buisness rule that is set for table sys_journal_field. I reckon an ACL must be written for this, but the IT admin is not keen on doing this. Is there a better way of doing? Please help.

(function executeRule(current, previous /*null when async*/) {
try {
var L2_GROUP = "1192f4fc938bd2504c6fb9b17cba104b"; // SNOW - Service Desk L2
var CW_GROUP = "1704153f3b56d610271ffa9aa4e45ad7"; // Escalate - Client-Specific Queue (mapped)

var isCreate = current.operation() === "insert";
var isUpdate = current.operation() === "update";
var isDelete = current.operation() === "delete";

// One-shot suppression: skip if origin is ConnectWise, then clear flag safely
if (current.u_integration_source == "connectwise") {
gs.log("[Incident BR] Skipped (origin connectwise) for " + current.number);

var inc2 = new GlideRecord('incident');
if (inc2.get(current.sys_id.toString())) {
inc2.setWorkflow(false);
if (inc2.setUseEngines) inc2.setUseEngines(false);
inc2.u_integration_source = '';
inc2.update();
}
return;
}

var currentGroup = current.assignment_group ? current.assignment_group.toString() : "";
var previousGroup = previous.assignment_group ? previous.assignment_group.toString() : "";

// CREATE guard
if (isCreate) {
if (currentGroup !== L2_GROUP) {
gs.log("[Incident BR] Skipped CREATE because assignment_group is not L2");
return;
}
}

// UPDATE rules
var blockStatus = false;
if (isUpdate) {
var onlyWorknotesChanged =
current.work_notes.changes() &&
!current.impact.changes() &&
!current.priority.changes() &&
!current.state.changes() &&
!current.assignment_group.changes() &&
!current.short_description.changes() &&
!current.description.changes();

if (onlyWorknotesChanged) {
gs.log("[Incident BR] Skipped UPDATE because only work_notes changed");
return;
}

if (currentGroup !== L2_GROUP && currentGroup !== CW_GROUP) {
gs.log("[Incident BR] Skipped UPDATE because assignment_group not allowed");
return;
}

if (currentGroup === CW_GROUP) {
var stateVal = current.state ? current.state.toString() : "";
if (stateVal !== "7" && stateVal !== "8") {
current.state = previous.state;
blockStatus = true;
gs.log("[Incident BR] CW group update → status blocked, other fields allowed");
}
}

if (previousGroup === CW_GROUP && currentGroup === L2_GROUP) {
current.u_connectwise_ticket_id = "";
gs.log("[Incident BR] Assignment group changed CW → L2, forcing CREATE in CW");
}
}

// DELETE
if (isDelete) {
var deletePayload = {
sys_id: current.sys_id.toString(),
number: current.number.toString(),
u_connectwise_ticket_id: current.u_connectwise_ticket_id ? current.u_connectwise_ticket_id.toString() : ""
};

var deleteEndpoint = "webhooks/business-rules/incident-deleted";
var deleteRequest = new sn_ws.RESTMessageV2();
deleteRequest.setHttpMethod("post");
deleteRequest.setEndpoint(deleteEndpoint);
deleteRequest.setRequestHeader("Content-Type", "application/json");
deleteRequest.setRequestBody(JSON.stringify(deletePayload));
deleteRequest.executeAsync();

gs.log("[Incident BR] Sent delete payload: " + JSON.stringify(deletePayload));
return;
}

// Payload building
var stateMapping = {
"1": { name: "New" },
"2": { name: "In Progress" },
"3": { name: "On Hold" },
"4": { name: "Pending" },
"5": { name: "Resolved" },
"6": { name: "Resolved" },
"7": { name: "Closed" },
"8": { name: "Cancelled" }
};

var baseUrl = gs.getProperty("glide.servlet.uri") || "";
function soLink(id) { return baseUrl + "api/now/table/service_offering/" + id; }
function bsLink(id) { return baseUrl + "api/now/table/cmdb_ci_service/" + id; }

var soId = current.service_offering ? current.service_offering.toString() : "";
var bsId = current.business_service ? current.business_service.toString() : "";

var service_offering = soId ? { link: soLink(soId), value: soId } : undefined;
var business_service = bsId ? { link: bsLink(bsId), value: bsId } : undefined;

var callerEmail = "";
var callerUsername = "";
if (current.caller_id) {
try {
var callerGr = new GlideRecord("sys_user");
if (callerGr.get(current.caller_id.toString())) {
callerEmail = callerGr.email ? callerGr.email.toString() : "";
callerUsername = callerGr.user_name ? callerGr.user_name.toString() : "";
}
} catch (e) {
gs.log("[Incident BR] Error fetching caller details: " + e.message);
}
}

var payload = {
sys_id: current.sys_id.toString(),
number: current.number.toString(),
u_connectwise_ticket_id: current.u_connectwise_ticket_id ? current.u_connectwise_ticket_id.toString() : "",
summary: current.short_description ? current.short_description.toString() : "",
severity: "Medium",
impact: current.impact ? current.impact.toString() : "3",
priority: { id: parseInt(current.priority, 10) || 8 },
description: current.description ? current.description.toString() : "",
caller_id: current.caller_id ? current.caller_id.getDisplayValue() : "",
email: callerEmail,
username: callerUsername,
created_on: current.sys_created_on ? current.sys_created_on.toString() : "",
updated_on: current.sys_updated_on ? current.sys_updated_on.toString() : "",
sys_created_by: (current.sys_created_by || "").toString(),
service_offering: service_offering,
business_service: business_service
};

if (!blockStatus) {
payload.status = stateMapping[(current.state || "").toString()] || { name: "New" };
}

if (!payload.service_offering) delete payload.service_offering;
if (!payload.business_service) delete payload.business_service;

var endpoint = payload.u_connectwise_ticket_id
? "webhooks/business-rules/incident-updated"
: "webhooks/business-rules/incident-created";

var request = new sn_ws.RESTMessageV2();
request.setHttpMethod("post");
request.setEndpoint(endpoint);
request.setRequestHeader("Content-Type", "application/json");
request.setRequestBody(JSON.stringify(payload));
request.executeAsync();

gs.log("[Incident BR] Sent payload (" + (payload.u_connectwise_ticket_id ? "UPDATE" : "CREATE") + "): " + JSON.stringify(payload));
} catch (err) {
gs.error("[Incident BR] Error: " + err.message);
}
})(current, previous);

[Rafael Batistot · Accepted solution]

Hi @AnushaB40463536 

Your problem isn’t with the Business Rule itself, but with permissions.

• In Dev, with admin, you had access to sys_journal_field and could read work_notes.
• In Prod, with only itil, your script runs but the work_notes values are empty because work_notes (sys_journal_field) is protected by ACLs.

So yes, you’re correct: an ACL is required if you want a non-admin integration account to read work notes.

[AnushaB40463536]

Thank you for taking the time to answer my question.