I have a scripted REST API that makes 3 internal API calls to the AWA Agent API, AWA Assign API and the AWA Inbox Actions API, one after the other in the script. I am getting inconsistent results with this and have discovered that the REST calls are not being fully actioned before they continue to the next API call, even though I get a 200 response.
I am using sn_ws.RESTMessageV2() to call each of the APIs and am using execute() as opposed to executeAsync(). I assumed that because of this that they would be synchronously processed and each call would fully complete before the response message is returned for each of them. I have added a loop in my code for the AWA Assign API call and do a GlideRecord call to keep checking the value of the assigned_to field on the work item record. This is after the response 200 has been received. I have output this to the logs and can see that it that the assigned to value is not immediately updated and in the example below it took 31 GlideRecord queries/loops until it had the value populated. This varies with each test I do, presumably due to whatever is happening on the instance at the same time.
Has anyone else experienced this before? Is this a ServiceNow bug? What is the best way to handle this?
Any thoughts or ideas appreciated!
var urlAssign = url_instance + "api/now/awa/workitems/" + work_itemSysId + "/assignments";
log.logDebug(int_num + " " + user_email + ": AWA_Assign urlAssign = " + urlAssign);
var AWA_Assign = new sn_ws.RESTMessageV2();
AWA_Assign.setAuthenticationProfile('xxxxx', 'xxxxxxxxxxxx');
AWA_Assign.setEndpoint(urlAssign);
AWA_Assign.setHttpMethod('POST');
var requestBodyJSON = JSON.stringify({
"agent_sys_id": user_sys_id,
"enable_auto_assign": "true"
});
AWA_Assign.setRequestBody(requestBodyJSON);
AWA_Assign.setRequestHeader('Accept', 'application/json');
AWA_Assign.setRequestHeader('Content-Type', 'application/json');
var responseAssign = AWA_Assign.execute();
var httpStatusAssign = responseAssign.getStatusCode();
var responseBodyAssign = responseAssign.getBody(); //get the message body as a string
if (httpStatusAssign == 200) {
log.logInfo(int_num + " " + user_email + ": AWA Assign API REST call SUCCESSFUL: " + httpStatusAssign + " " + responseBodyAssign);
//double check that it has now been assigned
var maxRetries = 100;
var retries = 0;
var fieldUpdated = false;
while (retries < maxRetries && !fieldUpdated) {
//gs.sleep(200); // wait for 200 ms
var gr = new GlideRecord('awa_work_item');
if (gr.get(work_itemSysId) && gr.assigned_to == user_sys_id) {
fieldUpdated = true;
}
log.logInfo(int_num + " " + user_email + ": AWA Assign API REST call checking loop " + retries + " : gr.assigned_to = " + gr.assigned_to);
retries++;
}
if (!fieldUpdated) {
gs.error("Field was not updated within expected time frame");
log.logError(int_num + " " + user_email + ": AWA Assign API REST call FAILED: the value was not updated even though a 200 OK was received");
} else {
log.logInfo(int_num + " " + user_email + ": AWA Assign API REST call SUCCESSFUL: " + httpStatusAssign + " " + responseBodyAssign);
}
