How to get latest one incident record based on caller in servicenow

[Haceena Shaik]

Hi Team,

I had a business requirement like, How to return list of latest  1 incident record based on caller.

Means, If Abel Tuter is having 8 incidents, I want the latest one incident.

Please help me with the approach.

Thanks in advance!

Regards,

Haseena

[AshishKM]

Hi @Haceena Shaik, 

I found you already accepted the solution but check the below code which is very much optimized.

This query is pushing all unique caller in an arrayLilst and then checking the latest incident for each caller. 

It's better to apply unique at first level for caller then take only latest incident using setLimit(1) along with orderByDesc(). 

var incidents = new GlideRecord('incident');
incidents.orderBy('caller_id.name');
incidents.query();
gs.info('---> ' + incidents.getRowCount());
var callerIdList = [];
while(incidents.next()) {
    
	callerIdList.push(incidents.caller_id.toString());
}
var arrayUtil = new ArrayUtil();
// remove all duplicate caller
callerIdList = arrayUtil.unique(callerIdList);
for (var i = 0; i < callerIdList.length; i++) {
    var incGr = new GlideRecord("incident");
		incGr.addQuery("caller_id",callerIdList[i]);
		incGr.orderByDesc("sys_created_on");
		// set limit because - we nedd only one latest record
		incGr.setLimit(1);  
		incGr.query();
		if(incGr.next()){
			gs.print("Caller="+incGr.caller_id.getDisplayValue()+" Latest Incident Number="+incGr.number);
		}
}

-Thanks,
AshishKM

[Servicenow34]

Hope below code helps.

var incident = new GlideRecord('incident');
incident.addQuery('caller_id=62826bf03710200044e0bfc8bcbe5df1');//Pass Caller id
incident.orderByDesc('sys_created_on');
incident.query();
if(incident.next()){
    gs.print(incident.number);
}

Kindly mark helpful/accepted if assists.

Thank you!