Script Action Not Adding Worknotes To A Change

[Casey23]

With ATT getting rid of their SMS gateway, I've been working through sending notifications through a 3rd party SMS gateway. Most were related to incidents up until this point, and now I'm working on sending a notification to users indicating that an emergency change requires approval.

The problem I'm running into is that the SMS message sends correctly, I can validate that the worknote is being put together properly in the system logs, but the worknote never posts to the change. I can't for the life of me figure out why. The method I'm using in this script has worked for incidents in 9 other script actions I've created, so I'm very confused about why this one doesn't work.

(function execute() {
    // Param 1 is set in the workflow and just returns the change record"
    var record = new GlideRecord('change_request');
    if (!record.get(event.parm1)) {
        gs.error('Record not found. SMS not sent.');
        return;
    }

    // Get the list of recipients' sms addresses from the system property
    var recipientsProperty = gs.getProperty('sms.emergency.change.approvers', '');
    var recipients = recipientsProperty.split(',').map(function(r) {
        return r.trim().toLowerCase();
    });

    if (recipients.length === 0) {
        gs.info('No recipients found. SMS not sent.');
        return;
    }

    // Get the list of allowed providers from the system property property
    var allowedProvidersProperty = gs.getProperty('SMS - Providers', '');
    var allowedProviders = allowedProvidersProperty.split(',').map(function(p) {
        return p.trim();
    });

    if (allowedProviders.length === 0) {
        gs.info('No allowed providers configured. SMS not sent.');
        return;
    }

    // Query the notification devices to make sure the provider is valid
    var deviceGR = new GlideRecord('cmn_notif_device');
    deviceGR.addEncodedQuery('type=SMS^email_addressIN' + recipients.join(','));
    deviceGR.query();

    // Message to send
    var message = 'Emergency ' + record.number + ' has been submitted and is awaiting your approval';
    var workNoteLog = '';

    while (deviceGR.next()) {
        var provider = deviceGR.service_provider + '';
        if (allowedProviders.indexOf(provider) === -1) {
            gs.info('Skipping device for ' + deviceGR.email_address + ' due to disallowed provider.');
            continue;
        }

        var phoneNumber = '1' + deviceGR.phone_number + '';

        // Call the REST Message
        var r = new sn_ws.RESTMessageV2('SMS Notifications', 'POST Encoded');
        r.setStringParameterNoEscape('to', phoneNumber);
        r.setStringParameterNoEscape('text', encodeURIComponent(message));

        try {
            var response = r.execute();
            var responseBody = response.getBody();
            var httpStatus = response.getStatusCode();
            gs.info('SMS sent to ' + phoneNumber + '. Response: ' + responseBody + ' | Status: ' + httpStatus);

            // Determine message based on status code
            var resultMessage = '';
            if (httpStatus === 200) {
                resultMessage = 'SMS message sent to carrier successfully. Please contact carrier if you didn\'t receive a message.';
            } else {
                resultMessage = httpStatus;
            }

            // Add a work note for tracking purposes
            workNoteLog += '\nSMS sent to ' + phoneNumber + ' (User: ' + deviceGR.name + ')' +
                '\nResponse: ' + responseBody +
                '\nStatus: ' + resultMessage;
            gs.error('WORKNOTELOG: ' + workNoteLog);


        } catch (ex) {
            gs.error('Error sending SMS to: ' + phoneNumber + ': ' + ex.message);
        }
    }

    if (workNoteLog) {
        record.work_notes = workNoteLog;
        record.update();
    }

})();

 In the system log, I see:

"WORKNOTELOG:
SMS sent to 5555555555 (User: First Last)
Response: ID: 1b15e5446e97c573b91016ce55d2c7ea
Status: SMS message sent to carrier successfully. Please contact carrier if you didn't receive a message.: no thrown error"

I've tried using setJournalEntry to no avail, as well as a few different variations of how the worknote is setup and ultimately tries to post to the change request, but haven't had any luck. Since this is working just fine on other script actions, I feel like I'm missing something easy here and just need another set of eyes.

TIA!

[Cassandra Kittl]

What about using the scratchpad method? Concatenate your message to store in the scratchpad and then port the contents of the scratchpad into the work notes?

[Casey23]

Just to clarify, this isn't a script action in a workflow, this is a script action that was created by going to System Policy > Events > Script Actions.

[Cassandra Kittl]

I was thinking scratch pad because it's used for the API integrations into CMDB/Hardware.

[Ankur Bawiskar]

@Casey23 

try this, I assume 

event.parm1 -> contains CHG sysId

I updated the logic to query and then actually it will go to that GlideRecord to update.

(function execute() {
    // Param 1 is set in the workflow and just returns the change record"
    var record = new GlideRecord('change_request');
    record.addQuery('sys_id', event.parm1.toString());
    record.query();
    if (!record.hasNext()) {
        gs.error('Record not found. SMS not sent.');
        return;
    }
    record.next();

    // Get the list of recipients' sms addresses from the system property
    var recipientsProperty = gs.getProperty('sms.emergency.change.approvers', '');
    var recipients = recipientsProperty.split(',').map(function(r) {
        return r.trim().toLowerCase();
    });

    if (recipients.length === 0) {
        gs.info('No recipients found. SMS not sent.');
        return;
    }

    // Get the list of allowed providers from the system property property
    var allowedProvidersProperty = gs.getProperty('SMS - Providers', '');
    var allowedProviders = allowedProvidersProperty.split(',').map(function(p) {
        return p.trim();
    });

    if (allowedProviders.length === 0) {
        gs.info('No allowed providers configured. SMS not sent.');
        return;
    }

    // Query the notification devices to make sure the provider is valid
    var deviceGR = new GlideRecord('cmn_notif_device');
    deviceGR.addEncodedQuery('type=SMS^email_addressIN' + recipients.join(','));
    deviceGR.query();

    // Message to send
    var message = 'Emergency ' + record.number + ' has been submitted and is awaiting your approval';
    var workNoteLog = '';

    while (deviceGR.next()) {
        var provider = deviceGR.service_provider + '';
        if (allowedProviders.indexOf(provider) === -1) {
            gs.info('Skipping device for ' + deviceGR.email_address + ' due to disallowed provider.');
            continue;
        }

        var phoneNumber = '1' + deviceGR.phone_number + '';

        // Call the REST Message
        var r = new sn_ws.RESTMessageV2('SMS Notifications', 'POST Encoded');
        r.setStringParameterNoEscape('to', phoneNumber);
        r.setStringParameterNoEscape('text', encodeURIComponent(message));

        try {
            var response = r.execute();
            var responseBody = response.getBody();
            var httpStatus = response.getStatusCode();
            gs.info('SMS sent to ' + phoneNumber + '. Response: ' + responseBody + ' | Status: ' + httpStatus);

            // Determine message based on status code
            var resultMessage = '';
            if (httpStatus === 200) {
                resultMessage = 'SMS message sent to carrier successfully. Please contact carrier if you didn\'t receive a message.';
            } else {
                resultMessage = httpStatus;
            }

            // Add a work note for tracking purposes
            workNoteLog += '\nSMS sent to ' + phoneNumber + ' (User: ' + deviceGR.name + ')' +
                '\nResponse: ' + responseBody +
                '\nStatus: ' + resultMessage;
            gs.error('WORKNOTELOG: ' + workNoteLog);


        } catch (ex) {
            gs.error('Error sending SMS to: ' + phoneNumber + ': ' + ex.message);
        }
    }

    if (workNoteLog) {
        record.work_notes = workNoteLog;
        record.update();
    }

})();

If my response helped please mark it correct and close the thread so that it benefits future readers.