How to covert any priority incident to P1 / P2 if the incident promoted to Major incident.

Rups · ‎10-21-2020

Hi Team,

We are implementing Major Incident Workbench functionality. Now the challenge is when the Incident Manager promoting the proposed incident then the incident should be automatically moved either P1 / P2 respectively.

Or while prompting the incident to major incident, we can have a drop down asking incident manager whether the incident can be P1/ P2.

Please help me, how we can proceed. Thanks in advance.

Regards,

Rups

Kieran Anson · ‎10-22-2020

This was achieved via modifying the UI Page "mim_workbench_promote" with the following:

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
	<!-- To use <g:ui_reference/> in this UI page, below are the required JS.
		<g:requires name="scripts/functions.js" includes="true" />
		<g:requires name="scripts/functions_reference.js" includes="true" />
		<g:requires name="scripts/utils.js" includes="true" />
		<g:requires name="scripts/accessibility_tabindex.js" includes="true" />
		<g:requires name="scripts/slushbucket.js" includes="true" />
		<g:requires name="scripts/ac.js" includes="true" />
		<g:requires name="scripts/ac_derived_field_support.js" includes="true" />
		<g:requires name="scripts/popups.js" includes="true" />
		<g:requires name="scripts/classes/AutoComplete.js" includes="true" />
		<g:requires name="scripts/classes/SlushBucket.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXCompleter.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXReferenceControls.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXOtherCompleter.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXReferenceCompleter.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXReferenceCompleterMulti.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXTableCompleter.js" includes="true" />
		<g:requires name="scripts/classes/ajax/AJAXEmailClientCompleter.js" includes="true" />
		<j2:set var="jvar_theme" value="$[gs.getProperty('glide.css.theme.ui16')]"/>
		<g2:requires name="styles/css_includes_doctype.css" includes="true" params="c=$[gs.getCssCacheVersionString()]$[jvar_theme]" />
	-->
	<style>
	.form-horizontal {
		margin-top: 5px;
		margin-bottom: 20px;
	}
	.promote-modal-textarea {
		resize: vertical;
		min-height: 120px
	}
	#dialog_buttons .btn{
		margin-left: 10px;
		padding-left: 15px;
		padding-right: 15px;
	}
	#work-notes-wrapper .required-marker {
		display: inline-block;
	}
</style>
<div class="form-horizontal">
	<div class="form-group" id="work-notes-wrapper">
		<label class="col-sm-2 control-label" for="mim-promote-work-notes">
                    <span mandatory="true" class="required-marker label_description"></span>
			${gs.getMessage('Work notes')}
		</label>
		<div class="col-sm-10">
			<textarea required="true" class="form-control promote-modal-textarea" id="mim-promote-work-notes" type="text" oninput="promoteModal.workNotesOnChange()" onchange="promoteModal.workNotesOnChange()"></textarea>
		</div>
	</div>
	<div class="form-group">
		<label class="col-sm-2 control-label" for="mim-promote-business-impact">${gs.getMessage('Business Impact')}</label>
		<div class="col-sm-10">
			<textarea class="form-control promote-modal-textarea" name="mim-promote-business-impact" id="mim-promote-business-impact"></textarea>
		</div>
	</div>
	
	<!--Below Added to allow priority selection -->
	
	<div class="form-group">
		<label class="col-sm-2 control-label" for="incident-priority">${gs.getMessage('Incident Priority')}</label>
		<div class="col-sm-10">
			<select required="true" id="incident-priority" class="form-control" name="incident-priority">
				<option value="1">${gs.getMessage("P1 - Very High")}</option>
				<option value="2">${gs.getMessage("P2 - High")}</option>
			</select>
		</div>
	</div>	
	
</div>
<div id="dialog_buttons" class="clearfix pull-right">
		<button type="button" class="btn btn-default" onclick="promoteModal.close()" title="${gs.getMessage('Close the dialog')}">${gs.getMessage('Cancel')}</button>
		<button type="button" class="btn btn-primary disabled" aria-disabled="true" id="mim-promote-button" title="${gs.getMessage('Promote to Major Incident')}" onclick="promoteModal.promote()">${gs.getMessage('Promote')}</button>
</div>
</j:jelly>

(function(global) {
	var workNotes = $("mim-promote-work-notes");
	var businessImpact = $("mim-promote-business-impact");
	var workNotesWrapper = $('work-notes-wrapper');
	var promoteBtn = $('mim-promote-button');
	var priority = $('incident-priority');
	workNotes.focus();
	
	if(priority.value == 1){
		var impact = 1;
	} else {
		var impact = 2;
	}
	var dialog = GlideModal.prototype.get("sn_major_inc_mgmt_mim_workbench_promote");
	var currentWorkNotes = dialog.getPreference('WORK_NOTES');
	if(currentWorkNotes) {
		workNotes.value = currentWorkNotes;
		workNotesOnChange();
	}
	var currentBusinessImpact = dialog.getPreference('BUSINESS_IMPACT');
	if(currentBusinessImpact)
		businessImpact.value = currentBusinessImpact;
	function _debounce(func, wait, immediate) {
		var timeout;
		return function() {
			var context = this,
				args = arguments;
			var later = function() {
				timeout = null;
				if (!immediate) func.apply(context, args);
			};
			var callNow = immediate && !timeout;
			clearTimeout(timeout);
			timeout = setTimeout(later, wait);
			if (callNow) func.apply(context, args);
		};
	}

	function workNotesOnChange() {
		if (!workNotes.value.trim()) {
			workNotesWrapper.removeClassName('is-filled');
			promoteBtn.addClassName('disabled');
			promoteBtn.writeAttribute('aria-disabled', true);
		} else {
			workNotesWrapper.addClassName('is-filled');
			promoteBtn.removeClassName('disabled');
			promoteBtn.writeAttribute('aria-disabled', false);
		}
	}

	function _promoteRestCall(record) {
		var dfd = $j.Deferred();
		var api = '/api/sn_major_inc_mgmt/mim/actions/' + window.NOW.MAJOR_INCIDENT_WORKBENCH.sys_id;
		var data = {
			action: 'PROMOTE',
			record: record
		};
		$j.ajax({
			type: 'POST',
			url: api,
			data: JSON.stringify(data),
			success: function(data) {
				dfd.resolve(data);
			},
			error: function() {
				dfd.reject();
			},
			contentType: "application/json",
			dataType: 'json'
		});
		return dfd.promise();
	}

	function promote() {
		getMessage("Promoted to a major incident", function(msg) {
			var updateWorkNotes = msg + "\n" + workNotes.value.trim();
			if (!promoteBtn.hasClassName('disabled')) {
				if (window.NOW.MAJOR_INCIDENT_WORKBENCH) {
					var record = {};
					record.work_notes = updateWorkNotes;
					record.business_impact = businessImpact.value;
					record.impact = impact;
					record.urgency = "2";
					_promoteRestCall(record).then(function() {
						dialog.setPreference('reload', true);
						close();
					});
				} else {
					//When UI Page is rendered from Form UI Action
					g_form.getControl('work_notes').value = updateWorkNotes;
					g_form.setValue('business_impact', businessImpact.value);
					g_form.setValue('impact',impact);
					g_form.setValue('urgency',"1");
					GlideModal.prototype.get('sn_major_inc_mgmt_mim_workbench_promote').destroy();
					gsftSubmit(null, g_form.getFormElement(), 'sysverb_mim_accept');
				}
			}
		});
	}

	function close() {
		dialog.destroy();
	}
	global.promoteModal = {
		promote: promote,
		close: close,
		workNotesOnChange: _debounce(workNotesOnChange, 200) // Only execute when left idle for 200 ms
	};
})(window);

View solution in original post

Salah2 · ‎11-24-2020

Thank you, Sir!

Appli · ‎10-22-2020

Hi Rups

It is not available OOB; by definition, a major incident is a highest-impact, highest-urgency incident - so, first it's better to increase a priority and than - either to promote to a major candidate manually or set up trigger rules that will identify major incidents automatically.

Thank you

Hope it helps