Hello community,
So here is the requirements;
When a user from a specific location creates a ticket or has a ticket created for them and it is priority high or critical, add a email address to the watch list.
If the priority drops below a high/and or the affected end-user changes to one not at the location remove the email from the watchlist.
The problem,
I have everything working with the exception of if a user or group is already in the watchlist, if so then the SID of the user/group shows up instead of the user/group and no email is sent to them.
Thoughts,
So I know that the watchlist is a list that pulls from the users and groups tables and reference's them, as well as taking text entry for the email add. When in the script I call the .getValue('watch_list') it is returning the string value for what it contains... when I do the .setValue('watch_list', newWatchers) I am adding a string list? single value? so I need to be able to add a value as a user/group reference? Any help would be appreciated, code is below.
NOTE: <locationSID> is where I have the actual SID for the location I'm checking the user for. Also, the findUsrLoc is a server side script include that get's the user location sid and returns it, I don't have issue with this code, if your curious about it I can share it.
CLIENT SCRIPT JS:
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}
var loc, watchers;
var ga = new GlideAjax('FindUsrLoc');
ga.addParam('sysparm_name', 'findUsrLoc');
ga.addParam('sysparm_usrSID', g_form.getValue('caller_id'));
ga.getXML(FindUsrLocResponse);
function FindUsrLocResponse(response) {
var answer = response.responseXML.documentElement.getAttribute("answer");
loc=answer;
var pri = ""+g_form.getValue('priority');
if(loc == "<locationSID>"){
if((pri == "2") || (pri == "1")){
watchers = g_form.getValue('watch_list');
newWatchers = watchers+",example@example.com";
g_form.setValue('watch_list', newWatchers);
alert("example@example.com added to the watchlist!");
}else{
dropOmniWatcher();
}
}else{
dropOmniWatcher();
}
}
function dropOmniWatcher(){
var newWatchers;
watchers = g_form.getValue('watch_list');
if(watchers.indexOf("example@example.com") != -1){
newWatchers=watchers.replace("example@example.com", "");
g_form.setValue('watch_list', newWatchers);
}
}
}
