Reason for SLA breach validation

vyjayanth · ‎02-10-2015

What is the best method for setting a field like (Reason for SLA breach) as mandatory on an Incident when users try to set State as Resolved when the SLA is breached. I tried adding a UI Policy with the below code but could not get any result

function onCondition() {

var sla = new GlideRecord('task_sla')

sla.addQuery('task', 'current.number');

sla.addQuery('has_breached', 'true');

sla.query();

while(sla.hasNext()){

if(current.state==6)

answer=true;

}

Neeraj Gupta1 · ‎02-10-2015

Hello Vijay,

I am guessing "Reason for SLA breach" is a custom field on incident table.I would suggest to write a business rule and add error message ( to fill in reason for breach) plus abort the action if the field is empty. Let me know if the below works or you have specific requirement to make field look mandatory, as the cod that you have written is not following the best practices of code writting which ServiceNow suggest. We do not use Gliderecord and addquery on client side scripts.

Table : Incident

When : before

On: Update

Condition : current.u_reason_for_breach.nil() && current.state.changesTo(6)

var sla = new GlideRecord('task_sla')

sla.addQuery('task', current.sys_id);

sla.addQuery('has_breached', 'true');

sla.query();

while(sla.Next()){

gs.addErrorMessage('Please fill in the field reason for breach');

current.setAbortAction(true);

}

View solution in original post

Harish Murikina · ‎02-11-2015

The actual process on any form incident,change,problem etc state field is not editable by any one. It should change the state by using Ui buttons.

In your case state field is ediatble manually then you can go for on submit script and do the same code.

var sla = new GlideRecord('task_sla')

sla.addQuery('task', g_form.getUniqueValue());

sla.addQuery('has_breached', 'true');

sla.query();

while(sla.hasNext())

{

alert('Please fill in the field reason for breach');

g_form.setMandatory('reason_to_breach', true);

return false;

}

instead of of writing glide record in client script call script include is best practice.

vyjayanth · ‎02-12-2015

Thank you Harish and Neeraj, Added the below to the business rule and it is working. When I had abort action this system kep on adding the error message. This should solve my requirement. Appreciate the time

var sla = new GlideRecord('task_sla');

sla.addQuery('task', current.sys_id);

sla.addQuery('has_breached', 'true');

sla.query();

while(sla.hasNext())

{

gs.addErrorMessage('Please fill in the field Reason for SLA breach:');

break;

}

dcash5 · ‎01-03-2017

Hi all,

I came across this thread when having the same issue myself and created a solution which works really well for me (note I have 1 SLA per incident).

1st - we created a new field called "SLA Breach Reason" on the incident form. (string(40) for me)

2nd - we created a tickbox on the incident form called "SLA Breached" (default false)

3rd - we created a business rule which keeps the newly created tickbox (SLA Breached) in sync with the state with the "has breached" flag on the task table:

table: task_sla

order: 100

Update: true

when: after

conditions:

has breached - changes

and the advanced script:

(function executeRule(current, previous /*null when async*/) {

if (current.task.sys_class_name=='incident') {

var gr = new GlideRecord('incident');

gr.get(current.task);

gr.u_sla_breached=current.has_breached;

gr.update();

}

})(current, previous);

4th we created a UI policy in the incident table

Conditions: SLA Breach = true (you could add in incident state however I wanted it mandatory as soon as SLA breached!)

UI Actions: SLA Breach Reason is "Mandatory" and "Visible"

Hope this is helpful to others.

sniega1 · ‎04-06-2017

Hello Dan,

have you ever tried to do this for 2 SLA like time to react and time to close?

Thank you

Sniega