Escalation Count value is not displaying in the banner

[Sarah Bouil]

Escalation Count need to display dynamically but it is not displaying the Escalation Count so help me what is wrong on the below code.

Message: You are checking the incident as the incident ticket is escalated {} time(s).

HTML Code:

<div ng-if="data.isEscalated" class="escalation-message">
<p>You are checking the incident as the incident ticket is <span>{{data.escalationCount}}</span> time(s).</p>
</div>

Server Script:

(function() {
var escalationCount = 0;
var incidentSysId = $sp.getParameter('sys_id');
var incidentRecord = new GlideRecord('incident');
if (incidentRecord.get(incidentSysId)) {
gs.log('Incident record: ' + incidentRecord.number + ', Escalation Count: ' + incidentRecord.escalation);
escalationCount = incidentRecord.escalation || 0;
} else {
gs.log('Incident record with sys_id ' + incidentSysId + ' was not found.');
}
gs.log('Test01: ' + escalationCount);
data.isEscalated = escalationCount >= 1;
data.escalationCount = escalationCount;
gs.log('Test02: ' + data.escalationCount); // Escalation count is showing the correct count
gs.log('Test03: ' + data.isEscalated); // It is returning true
})();

What is missing and what is the error in my code?

[Kieran Anson]

Hi Sarah,

When accessing a value on a GlideRecord, it's important to use getValue to avoid issues like what you're seeing. The following line needs to be changed

escalationCount = incidentRecord.escalation || 0;
//to
escalationCount = incidentRecord.getValue('escalation') || 0;