Streamlining ServiceNow Workflows: Auto-Populating Impact and Assignment Group using CSDM data

VaranAwesomenow · ‎08-12-2024

Example Fix script on Incident :

var grInc = new GlideRecord('incident');

incSysId = '6be681e4334092107915af255d5c7b4a';

grInc.get(incSysId);

var servceId = grInc.business_service.toString();

var response = new CustomCSDMGlideAjaxUtils().getService(servceId);

var responseObj = JSON.parse(response);

var impact = responseObj.impact;

var group = responseObj.group.toString();

gs.print( " servceId= "+ servceId + " response= " + response + "responseObj= " + responseObj + "impact=" + impact + " group=" + group);

This code is written in JavaScript and is used to interact with a ServiceNow instance. It retrieves information about an incident record and prints out some of its attributes.

Here's a breakdown of what the code does:

1. `var grInc = new GlideRecord('incident');`: This line creates a new GlideRecord object, which is a way to interact with data in ServiceNow. The record type is set to 'incident', which means it's an incident record.

2. `incSysId = '6be681e4334092107915af255d5c7b4a';`: This line sets the `incSysId` variable to a specific incident record's system ID.

3. `grInc.get(incSysId);`: This line retrieves the incident record with the specified system ID.

4. `var servceId = grInc.business_service.toString();`: This line retrieves the business service associated with the incident record and converts it to a string.

5. `var response = new CustomCSDMGlideAjaxUtils().getService(servceId);`: This line calls a method named `getService` on an object of type `CustomCSDMGlideAjaxUtils`, passing the `servceId` as a parameter. This method is likely to retrieve information about the business service.

6. `var responseObj = JSON.parse(response);`: This line converts the response from the `getService` method to a JSON object.

7. `var impact = responseObj.impact;`: This line retrieves the impact value from the JSON object.

8. `var group = responseObj.group.toString();`: This line retrieves the group value from the JSON object and converts it to a string.

9. `gs.print( " servceId= "+ servceId + " response= " + response + "responseObj= " + responseObj + "impact=" + impact + " group=" + group);`: This line prints out the values of the `servceId`, `response`, `responseObj`, `impact`, and `group` variables. The `gs.print` function is used to print out the values.

The output of this code would be the values of the incident record's business service, the response from the `getService` method, the JSON object, the impact, and the group.

Example Business rule on change request :

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

//This BR is created to handle scenarios when change request is created from other task records such as incident or problem.

//In all ther changes client script running on affected service auto populates impact and assignment group.

// Add your code here

var servceId = current.business_service.toString();

var response = new CustomCSDMGlideAjaxUtils().getService(servceId);

var responseObj = JSON.parse(response);

var impact = responseObj.impact;

var group = responseObj.group.toString();

if (JSUtil.notNil(impact)) {

current.impact = responseObj.impact;

}

if (JSUtil.notNil(group)) {

current.assignment_group = responseObj.group.toString();

}

})(current, previous);

This is a JavaScript code written in ServiceNow, specifically a Business Rule (BR) script. It's designed to execute a set of actions when a Change Request is created from another task record, such as an Incident or Problem.

Here's a breakdown of what the code does:

1. It defines a function `executeRule` that takes two parameters: `current` and `previous`. The `previous` parameter is null when the script is executed asynchronously.
2. The function checks if the Change Request was created from another task record by checking if the `current.business_service` property is not null. If it is, the script continues to execute.
3. It creates a new instance of the `CustomCSDMGlideAjaxUtils` class, which is a custom class that extends the `AbstractAjaxProcessor` class. This class is used to make AJAX calls to retrieve data from the ServiceNow instance.
4. The script calls the `getService` method on the `CustomCSDMGlideAjaxUtils` instance, passing the `servceId` (which is the ID of the business service associated with the Change Request) as a parameter.
5. The `getService` method returns a JSON response, which is parsed into a JavaScript object using the `JSON.parse` method.
6. The script extracts the `impact` and `group` values from the JSON object and assigns them to the `impact` and `assignment_group` properties of the Change Request record, respectively.
7. The script uses the `JSUtil.notNil` method to check if the `impact` and `group` values are not null before assigning them to the Change Request record.

In summary, this script is designed to populate the `impact` and `assignment_group` properties of a Change Request record when it is created from another task record. It uses a custom class `CustomCSDMGlideAjaxUtils` to make an AJAX call to retrieve the required data.

Example client script on problem:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue === '') {

return;

}

//Type appropriate comment here, and begin script below

var service = g_form.getValue('business_service');

var ga = new GlideAjax('CustomCSDMGlideAjaxUtils'); // getServiceInfo is the script include name

ga.addParam('sysparm_name', 'getService');

ga.addParam('sysparm_service', service); // set service

/* Call GetUserInfo.managerName() with user set to Fred Luddy and use the callback function ManagerParse() to return the result when ready */

ga.getXMLAnswer(ManagerParse);

}

function ManagerParse(response) {

var responseObj = JSON.parse(response);

var impact = responseObj.impact;

var group = responseObj.group;

g_form.setValue('impact', impact);

g_form.setValue('assignment_group', group);

}

I'd be happy to explain this code to you.

This code is written in ServiceNow's JavaScript and is used to auto-populate the `impact` and `assignment_group` fields on a form based on the value selected in the `business_service` field.

Here's a breakdown of what the code does:

1. The `onChange` function is called whenever the value of the `business_service` field changes.
2. The function checks if the value is being loaded (i.e., it's not a real-time change) or if the value is empty. If either of these conditions is true, the function returns without doing anything.
3. The function creates a new instance of the `GlideAjax` class, which is used to make an AJAX call to a script include named `CustomCSDMGlideAjaxUtils`.
4. The function adds two parameters to the `GlideAjax` object: `sysparm_name` is set to `getService`, and `sysparm_service` is set to the value of the `business_service` field.
5. The function calls the `getXMLAnswer` method on the `GlideAjax` object, passing in the `ManagerParse` function as a callback function. This means that when the AJAX call returns a response, the `ManagerParse` function will be called with the response as an argument.
6. The `ManagerParse` function takes the response from the AJAX call and parses it as JSON.
7. The function extracts the `impact` and `group` values from the JSON response and sets the corresponding fields on the form using the `g_form.setValue` method.

In summary, this code is used to auto-populate the `impact` and `assignment_group` fields on a form based on the value selected in the `business_service` field. It uses a script include named `CustomCSDMGlideAjaxUtils` to make an AJAX call to retrieve the required data.

Script include :

var CustomCSDMGlideAjaxUtils = Class.create();

CustomCSDMGlideAjaxUtils.prototype = Object.extendsObject(global.AbstractAjaxProcessor, {

getService: function(serviceId) {

//Same function is used to make server side as well as client side call, when making call from server side send serviceId

//When making call from client side sent parameter sysparm_service

var impact = 4;

var group = '';

var service = '';

var serviceCrit = 'notdefined';

var busCriticality = '';

service = this.getParameter("sysparm_service");

if (JSUtil.notNil(serviceId)) {

service = serviceId;

}

var grService = new GlideRecord('cmdb_ci_service');

grService.get(service);

group = grService.support_group.toString();

busCriticality = grService.busines_criticality.toString();

var impactMatcher = new GlideRecord('u_impact_data_lookup');

var enQuery = '^active=true^u_business_criticality=' + busCriticality;

impactMatcher.addEncodedQuery(enQuery);

impactMatcher.query();

if (impactMatcher.next()) {

impact = impactMatcher.u_impact.toString();

}

// Build the payload. You can return additional data if needed.

var result = {

"impact": impact,

"group": group

};

return JSON.stringify(result);

},

type: 'CustomCSDMGlideAjaxUtils'

});

This code is written in JavaScript and defines a custom class called `CustomCSDMGlideAjaxUtils` that extends the `AbstractAjaxProcessor` class. This class is used to process AJAX requests in ServiceNow.

The `getService` method is defined in this class, which takes a `serviceId` parameter. This method is used to retrieve information about a service record in ServiceNow.

Here's a breakdown of what the `getService` method does:

1. It sets some default values for variables: `impact`, `group`, `service`, `serviceCrit`, and `busCriticality`.

2. It checks if a `serviceId` parameter is provided. If it is, it sets the `service` variable to that value. Otherwise, it sets the `service` variable to the value of the `sysparm_service` parameter.

3. It creates a new GlideRecord object for the `cmdb_ci_service` table and retrieves the record with the specified `service` value.

4. It retrieves the `support_group` and `busines_criticality` values from the service record and sets them to the `group` and `busCriticality` variables respectively.

5. It creates a new GlideRecord object for the `u_impact_data_lookup` table and constructs a query to retrieve the `u_impact` value based on the `busines_criticality` value.

6. It executes the query and retrieves the `u_impact` value if a record is found.

7. It builds a JSON object with the `impact` and `group` values and returns it as a string using `JSON.stringify`.

The `type` property is set to `'CustomCSDMGlideAjaxUtils'` to identify this class as a custom AJAX processor.

This class can be used to make server-side or client-side calls to retrieve information about a service record in ServiceNow. The `getService` method can be called with a `serviceId` parameter to retrieve the service information.