How do I set the Impact of an Incident based upon a Business Service Criticality value?

[Joshua Cassity]

Hi there,

Our agency is working with a demo instance and we haven't received any training but I've been able to script a few simple things already such as readability, some values based on conditions, etc...; however, i am having a bit of a conundrum when it comes to a request someone had in a demo meeting.

I was asked if I can use a script to calculate the Impact value (and lock the field to read only) of an Incident based upon the criticailty of a Business Service. I'm sure it can be done but honestly I have no clue where to start on this. Basically here's the logic this person had:

1. If the Business Service is blank then the Impact stays at it's default value of 3 - Low.

2.If a business service is entered then the impact would be set to match the business service criticality value ( Business Crit 1 = High Impact, Business Crit 2 = Medium Impact, Business Crit 3 & 4 = Low Impact).

3. If a business service is entered and an impact value is set and then is removed then it should trigger condition 1 and go back to a Low impact.

Any assistance would be of great value.

Thanks.

(On a side note, I added the Business Criticality field from the business service to the Incident form but it seems that the default value with no service entered is 1- Most Critical. That seems to defy logic to me as no service would seem to indicate a 4 versus a 1. Any ideas on how to make this actually default to 4 if we end up showing the value on the incident screen?)

[Michael Fry1]

You should be able to use an Onchange client script with something like this:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

      if (isLoading) {

              return;

      }

      var bs = g_form.getReference('u_business_service');

      if (bs != '' ) {

              g_form.setValue('impact', bs.busines_criticality);

      }

      else {

              g_form.setValue('impact', 3);

      }

}

[Joshua Cassity]

Thanks for the get reference syntax.. that really helped me run this out. Using this example I ended up doing the following:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

          return;

    }

    //Type appropriate comment here, and begin script below

    var bs = g_form.getReference('business_service');

      if (bs != '') {

              switch (bs.busines_criticality) {

                      case '1 - most critical':

                      g_form.setValue('impact', 1);

                      break;

                      case '2 - somewhat critical':

                      g_form.setValue('impact', 2);

                      break;

                      default:

                      g_form.setValue('impact', 3);

                      break;

              }

      }

      else {

              g_form.setValue('impact', 3);

      }

}

However during my testing I noticed that once the business service is changed that it does do a good job of changing the impact but when the field is cleared out completely it stays at the last impact value set.

EX.

Initial Business Service = Joe's Coffee turns the Impact into a 1-High

"Whoops I chose the wrong service...."

Second Business Service = Facilities Maintenance turns the Impact into a 2 - Medium

"Whoops I don't need a business service in here at all"

Business Service = (No Value) leaves the Impact value at 2-Medium versus 3-Low (the default setting).

Any advice on that behavior? I would have though the else would have caught that and made it a Low but doesn't seem to be doing so.

[Michael Fry1 · Accepted solution]

I had to remove || newValue === '' from the script to make it work.

[Joshua Cassity]

This worked like a charm sir.

Thanks.