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‎06-19-2020 06:18 AM
I would like to create a script to include in an Inbound Action that will set the Priority and Urgency to High if the incident is created by a user/member of the VIP Group.
Thanks in advance,
AJ
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Incident Management
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‎06-19-2020 07:37 AM
Hi,
write before insert business rule on incident table.
conditon:
Write below code :
code:
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
var gr = new GlideRecord("sys_user");
gr.addQuery("sys_id", current.caller_id);
gr.addQuery("vip", true);
gr.query();
if (gr.next()) {
current.impact = "1";
current.urgency = "1";
current.priority = "1";
}
})(current, previous);
Kindly mark helpful and correct if it works.
Thanks.

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‎06-19-2020 06:52 AM
Hi AJ,
Are your VIPs in a specific group or are you just referencing the user record and checking whether the VIP boolean value is true?
var userRecord = new GlideRecord('sys_user');
if (userRecord.get('sys_id',email.from_sys_id)){
userRecord.vip == true ? setPriority('high') : setPriority('low');
}
function setPriority(type){
switch(type){
case 'high':
current.priority = 1;
break;
case 'low':
current.priority = 4;
break;
}
}
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‎06-19-2020 10:42 AM
Yes, I created a group (VIP), which includes all VIP members.
Thanks,
AJ
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‎06-19-2020 07:10 AM
Hi AJ ,
You can call script include from inbound action as below :
var emailutil = new ScriptInclude_Name();//mention a script include name here
var vip=emailutil().setcritical(email.origemail); // here lets pass sender as function parameter.
if(vip==true){
current.urgency=1;
current.priority=1;
}
A script include function will something like below :
setcritical:function(sender){
var isVip=false;
var gr_user=new GlideRecord('sys_user');
gr_user.addQuery('email',sender);
gr_user.query();
if(gr_user.next() && gr_user.vip==true){
isVip=true;
}
return isVip;
},
Similarly you can add script in the same function in script include for checking if user is group member of a VIP group.Please note Script is not tested.
Kindly mark helpful/correct if my answer helps you 🙂
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‎06-19-2020 10:42 AM
Yes, I created a group (VIP), which includes all VIP members.
Thanks,
AJ