Add worknote to an incident

[anvitha ash]

Hi community,

Scenario:

I’ve implemented a scheduled job that runs every 10 minutes. This job checks for incidents where the Assigned to field is empty. If it's empty, the job calls a Script Include that:

1. Checks for any active users in the corresponding Assignment Group.

2. If no active users are found, it updates the Work Notes of the incident with the message: "No users were found."

This process continues every 10 minutes until an active user is found and the incident is assigned. Functionally, everything is working fine.

Issue:

Because the job runs every 10 minutes, the same work note "No users were found." is added repeatedly each time no user is found. This clutters the work notes

Goal:

I want to update the Work Notes with "No users were found." only the first time this condition is met — and avoid repeating the same message in subsequent job runs, until a user is eventually assigned.

How to achieve this? Thanks in advance 😃 

[BillMartin]

Hi @anvitha ash , your verifications and conditions is well written. my question to you is why do you need it to use a scheduled job? should you just use an event that calls your script that contains validation of the given field conditions are not achieved? there are quite a few ways of achieveing the desired action like onchange, onsubmit, flow designer etc.

[Sandeep Rajput]

@anvitha ash You can include following method to your script include to check if the incident already have a worknote with no user found if it doesn't then add the worknote.

checkAndLogNoUsers: function(incidentGr) {
	var groupId = incidentGr.assignment_group;

	// Check if any active user is part of the assignment group
	var memberGr = new GlideRecord('sys_user_grmember');
	memberGr.addQuery('group', groupId);
	memberGr.query();

	var foundActiveUser = false;

	while (memberGr.next()) {
		var userGr = new GlideRecord('sys_user');
		if (userGr.get(memberGr.user) && userGr.active == true) {
			foundActiveUser = true;
			break;
		}
	}

	// If no active users found, check if work note already exists
	if (!foundActiveUser) {
		var noteExists = false;

		var journalGr = new GlideRecord('sys_journal_field');
		journalGr.addQuery('element_id', incidentGr.sys_id);
		journalGr.addQuery('element', 'work_notes');
		journalGr.addQuery('value', 'CONTAINS', 'No users were found.');
		journalGr.query();

		if (journalGr.hasNext()) {
			noteExists = true;
		}

		if (!noteExists) {
			incidentGr.work_notes = 'No users were found.';
			incidentGr.update();
		}
	}
}

Hope this helps.