Client Script to Set values When Incident State changes to closed for a particular caller

[Michael Nash2]

I need assistance with a Client Script to Set values When Incident State changes to closed for a particular caller.

I need to set the fields as follows when the Incident state changes to closed.

Close Code - Closed/Resolved by caller

Close Notes - Closed by Caller (Joe Soap)

Closed by -  Caller (Joe Soap)

[Bhawana Upreti]

Hi,

Write a onChange client script field name would be state.

and here is the script please change the field value accordingly if needed.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}


var caller = g_form.getReference('caller_id');
var stateValue=g_form.getValue('state');
alert(stateValue);
if(newValue==3||newValue==7)
{
g_form.setValue('close_code','Closed/Resolved by Caller');
g_form.setValue('closed_by',caller.name);
g_form.setValue('close_notes',"Closed by "+caller.name);
}
}

Thanks.

[Sujit Poojari1]

Hi Michael,

You may also write a Business Rule, in case you want to execute the actions after the incident state is saved/updated as "Closed".

In the BR, you will define the script as below:

Execute the BR on 'Before - Update' or 'After - Update'

Advanced tab: check "Advanced" checkbox to view this tab
Conditions:
current.caller_id = gs.getUserID() && current.state.changesTo(7)    //To check if the user closing the incident is the Caller, and state is closed (modify the state value if needed)

Script:

current.close_code = 'Closed/Resolved by Caller';
current.closed_by = current.caller_id;
current.close_notes = "Closed by ( "+current.caller_id.name+" )";

Note: In case of After-update BR, you will need to add current.update() at the end of the script.

Thanks and Regards,
Sujit Poojari

[Michael Nash2]

Thanks guys,

Thanks, this seems to work but it is giving me a pop up message, see attached. (Don't need this )

I also need this script for a single user sys ID (bdf7f0d5db19874009cffd141d961968)

maybe its best to mention this is a call being updated by the Application Managers API call.

[Bhawana Upreti]

Hi Michael,

Reason for the alert message was just a single line alert(stateValue); remove this line. Every time the user is Joe Soap.this script will run. Please replace your script with the given one.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
 if (isLoading || newValue === '') {
 return;
 }
 var caller = g_form.getReference('caller_id');
 var stateValue=g_form.getValue('state');
 if(caller.name=='Joe Soap' && (newValue==3||newValue==7))
 {
 g_form.setValue('close_code','Closed/Resolved by Caller');
 g_form.setValue('closed_by',"bdf7f0d5db19874009cffd141d961968");
 g_form.setValue('close_notes',"Closed by Joe Soap");
 }
 }