Set contact type on requests

[Alex Saager]

Hi there,

I have a non-standard request catalogue item and I want to set the contact type to "self-service" when a request is raised.

I've managed to do this with a on insert business rule, the slight difference is I only want to set this if the opened by is not a member of the say the "service desk" group.

I tried this with adding conditions and listing all the members but I soon realised that if someone leaves I've have to remember to change the business rule.

Is there a way to script this so that I can say only set this condition if the opened by is not a member of like I say the "service desk" group.

Many thanks,

Alex

[Matthew Smith]

Hi Alex

This is untested, but I think you can achieve this by putting something like this in the advanced condition field:

!gs.getUser().isMemberOf('service desk')

Hope it helps.

Matt

[Lukasz Bojara]

Hi Alex,

You can query the sys_user_grmember table with the sys_id of the opened by. This will give you information if this user is currently a member of the Service Desk group.  Below I have written a function that could be used in this case. Just pass the sys_id of opened by and the name of the group and it will check if this user is a member..

/*
 * Check if user is a member of a given group
 *
 * @param {string} user - sys_id of a user to be checked
 * @param {string} groupName - name of the group to be checked
 *
 * @return {boolean} true if user is a member, false if not
 */
function checkIfUserInGroup(user,groupName) {

	var grGroupMember = new GlideRecord('sys_user_grmember'); // GlideRecord for sys_user_grmember table

	grGroupMember.addQuery('user.sys_id',user); // user condtition
	grGroupMember.addQuery('group.name',groupName); // group condition
	grGroupMember.query();

    // if there is a record return true
	if(grGroupMember.hasNext()){
		return true;
	}

	return false;

}

Hope this helped.

Best regards,
Łukasz

[Alex Saager]

Hi Lukasz,

So with this script would I just change anywhere it says groupName with the actual group name?

The way I see this working is that if a member of the Service Desk group logs a request it WON'T set the contact type to self service but if anyone else outside of this group logs a request it WILL set the contact type.

Is that correct?

Thanks,

Alex 

[Ankur Bawiskar · Accepted solution]

Hi Alex,

so if opened_by user is not member of service desk then set contact type as self service

use before insert business rule and have this script

script:

var userObj = gs.getUser().getUserByID(current.opened_by); 
var isMember = userObj.isMemberOf('Service Desk');

if(!isMember){

current.contact_type = 'self service';

}

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur