Overriding SNC Function

Ben Cervantes — Mon, 14 Dec 2020 16:55:02 GMT

Hello All,

I am looking to edit the Incident Script Include that calls the IncidentSNC script include. I would like to edit the reopen function in the IncidentSNC script include. I want to clear the assigned to user of the reopened incident. I know that I need to custom the function in the Incident script include. I am looking for examples how to accomplish this. Below are the script includes. Thank you.

// Incident Script Include

var Incident = Class.create();
Incident.prototype = Object.extendsObject(IncidentSNC, {

	initialize: function(incidentGr) {
		IncidentSNC.prototype.initialize.call(this, incidentGr);
	},
	
    type: 'Incident'
});

// IncidentSNC Script Include

var IncidentSNC = Class.create();

IncidentSNC.prototype = {
	initialize: function(incidentGr) {
		this._gr = incidentGr;
	},
	
	_getGr: function() {
		return this._gr;
	},
	
	hasReopened: function() {
		var incidentGr = this._getGr();
		return (incidentGr.incident_state.changesFrom(IncidentState.RESOLVED) || 
				incidentGr.incident_state.changesFrom(IncidentState.CLOSED) || 
				incidentGr.incident_state.changesFrom(IncidentStateSNC.CANCELED)) && 
			incidentGr.incident_state != IncidentState.RESOLVED && 
			incidentGr.incident_state != IncidentState.CLOSED && 
			incidentGr.incident_state != IncidentState.CANCELED;
	},
	
	reopen: function(gr, email) {
		if (!gr)
			return null;
		
		if (gr.state == IncidentState.RESOLVED) {
			// If the incident is Resolved
			gr.state = IncidentState.IN_PROGRESS;
			gr.incident_state = IncidentState.IN_PROGRESS;
			gr.work_notes = gs.getMessage("The caller did not feel that this issue was resolved");
			gr.update();
			return gr;
		} else if (gr.state == IncidentState.CLOSED) {
			// Create a duplicate incident if this one is Closed
			var duplicateIncId = this.clone(gr.sys_id);
			var gr2 = new GlideRecord("incident");
			gr2.get(duplicateIncId);
			gr2.caller_id = email.from_sys_id;
			gr2.opened_by = email.from_sys_id;
			gr2.contact_type = "email";
			gr2.state = IncidentState.IN_PROGRESS;
			gr2.incident_state = IncidentState.IN_PROGRESS;
			gr2.work_notes = gs.getMessage("The caller did not feel that the incident {0} was resolved", [gr.number+""]);
			gr2.update();
			return gr2;
		}
	},
	
	clone: function(id) {
		var gr = new GlideRecord("incident");
		if (!gr.get(id))
			return null;
		
		var gr2 = new GlideRecord("incident");
		gr2.initialize();
		
		for (var i = 0; i < IncidentSNC.CLONE_FIELDS_ON_REOPEN.length; i++) {
			var field = IncidentSNC.CLONE_FIELDS_ON_REOPEN[i];
			gr2.setValue(field, gr.getValue(field));
		}
		
		return gr2.insert();
	},
	
	type: 'IncidentSNC'
};

IncidentSNC.DEFAULT_CLONE_FIELDS = "additional_assignee_list,assignment_group,business_service,caller_id,category,cmdb_ci,company,description,group_list,impact,knowledge,location,parent,parent_incident,priority,problem_id,rfc,severity,short_description,subcategory,urgency,watch_list";
IncidentSNC.CLONE_FIELDS_ON_REOPEN = gs.getProperty("com.snc.incident.clone_fields_on_reopen", IncidentSNC.DEFAULT_CLONE_FIELDS).split(",");

Re: Overriding SNC Function

Allen Andreas — Mon, 14 Dec 2020 17:02:28 GMT

Hi,

Here is the official documentation on how to edit those, if you need to: https://docs.servicenow.com/bundle/paris-it-service-management/page/product/it-service-management/reference/customize-script-includes-itsm.html

Please mark reply as Helpful/Correct, if applicable. Thanks!

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Overriding SNC Function

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