Notifications are not triggered as per configs

[shivikayada]

ISSUE:
We understand that your Notifications are not triggering as per configs

SOLUTION PROPOSED:
We investigated and identified that the email notification "MTH SCTask Group Assigned (LIMS)" created on the SC_TASK table is being sent out when 'sc_task.assigned.to.local_it_mgr.group' event is fired.
This event is fired from the

'https://britishcouncil.service-now.com/nav_to.do?uri=sys_script.do?sys_id=037d66e0c0a801020161091ecb...'

Business Rule - from line number 26.
The business rule is triggering the event correctly at the required time.

We understood that this business rule is calling a Script Include 'SPOCCMDBUtils'

[https://britishcouncil.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=53d24bbadbc82b0037...

"ITManagersForCallerLocation" function which is defined in line number 553.

This Script Include is in turn calling another Script Include 'SPOCUtils'

[https://britishcouncil.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=26367e95db4c5b0037...

"getGroupMembers" function which is defined in line number 525.

[palanikumar]

Hi @shivikayada ,

Don't share URL of your environment as it is not accessible for others. Share the lines of code and explain what is the issue

Thank you,

Palani

[Ankur Bawiskar]

@shivikayada 

please share the configurations you did and what troubleshooting you performed?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Rakesh18081]

@shivikayada  Please share the screenshot so that required help can be delivered.

Regards

Rakesh

[shivikayada]

Hi All, please help analyse the issue, as the local IT managers should only receive notifications of SCTASKS/INC.CHG/PRB/PTASK/CTASK assigned to them, based on the impacted location

They are receiving the notifications from across the globe.

Event- sc_task.assigned.to.local_it_mgr.group, getting fired from below BR-

if (current.operation() != 'insert' && current.comments.changes()) {

   gs.eventQueue("sc_task.commented", current, gs.getUserID(), gs.getUserName());

}

if (current.operation() != 'insert' && current.work_notes.changes()) {

   gs.eventQueue("sc_task.worknoted", current, gs.getUserID(), gs.getUserName());

}

if (current.operation() == 'update') {

   gs.eventQueue("sc_task.updated", current, gs.getUserID(), gs.getUserName());

}

if (current.state.changes() ) {

   gs.eventQueue("sc_task.state.changed", current, current.state, previous.state);

}

if (current.assigned_to.changes() || current.work_start.changes()) {

   gs.eventQueue("sc_task.assigned.to.user", current, current.assigned_to.getDisplayValue() , previous.assigned_to.getDisplayValue());

}

if (!current.assignment_group.nil() && current.assignment_group.changes() && current.assignment_group.getDisplayValue() != 'Local IT Manager Support') {

   gs.eventQueue("sc_task.assigned.to.group", current, current.assignment_group.getDisplayValue() , previous.assignment_group.getDisplayValue());

}

//extra notification sent to local it manager which are having one of locations matches caller location

if (!current.assignment_group.nil() && current.assignment_group.changes() && current.assignment_group.getDisplayValue() == 'Local IT Manager Support') {

  gs.eventQueue("sc_task.assigned.to.local_it_mgr.group", current, new SPOCCMDBUtils().ITManagersForCallerLocation(current.request.requested_for.location) , previous.assignment_group.getDisplayValue());

}

Script Include- SPOCCMDBUTILS, from lines 553-572

ITManagersForCallerLocation: function(callerLocation) {

        var answer = [];

        var itManagerGroupMmebers = new SPOCUtils().getGroupMembers('Local IT Manager Support');

        for (var i = 0; i < itManagerGroupMmebers.length; i++) {

            var managerLocations = this.getUserLocations(itManagerGroupMmebers[i]);

            if (managerLocations.toString().indexOf(callerLocation) != -1) {

                var userEmail = new SPOCUtils().getUserEmail(itManagerGroupMmebers[i]);

                answer.push(userEmail);

            }

        }

        return answer;

Script Include- SPOCUTILS, from lines 525-541-

//return members (sys_id) of the group being provided

    getGroupMembers: function(groupName) {

        var answer = [];

        var gr = new GlideRecord('sys_user_grmember');

        gr.addQuery('group.name', groupName);

        gr.addNotNullQuery('user');

        gr.addNotNullQuery('group');

        gr.query();

        while (gr.next()) {

            answer.push(gr.user.sys_id.toString());

        }

        return answer;

    },