Virtual Agent in MS Teams: multiple delegates are set - only one receives the approval notification

[DenysM_]

If a user sets multiple delegates for approvals over the same time range, all of them should receive the approval notification in Virtual Agent via MS Teams. They don't, because of a bug in getDelegatesForUser() in the MSTeamsNotificationBuilderUtilSNC Script Include. For example, if you delegate your approvals to User1, User2, and User3, the method returns an array like [User1, User1, User1] instead of the three distinct delegates. The script pushes the reference element (delegateGr.delegate) into the array instead of its sys_id value:

getDelegatesForUser: function(userId) {

        var ids = [];

        var delegateGr = new GlideRecord("sys_user_delegate");

        var currentDateTime = new GlideDateTime();

        delegateGr.addQuery("starts", "<=", currentDateTime);

        delegateGr.addQuery("ends", ">=", currentDateTime);

        delegateGr.addQuery("approvals", true);

        delegateGr.addQuery("user", userId);

        delegateGr.query();

        while (delegateGr.next()) {

            // put all delegate users in array and return

            ids.push(delegateGr.delegate);

        }

        return ids;

    }

Workaround: override the method in MSTeamsNotificationBuilderUtil, which extends the SNC Script Include:

getDelegatesForUser: function(userId) {

        var ids = [];

        var delegateGr = new GlideRecord("sys_user_delegate");

        var currentDateTime = new GlideDateTime();

        delegateGr.addQuery("starts", "<=", currentDateTime);

        delegateGr.addQuery("ends", ">=", currentDateTime);

        delegateGr.addQuery("approvals", true);

        delegateGr.addQuery("user", userId);

        delegateGr.query();

        while (delegateGr.next()) {

            // put all delegate users in array and return

            ids.push(delegateGr.delegate.sys_id.toString());

        }

        return ids;

    }

The only change is on the ids.push(...) line, which now pushes the sys_id as a string.