ServiceNow Issue Reporting Topic

[johndoh]

Hello all,

I am currently working on a 'Report ServiceNow Problem' Virtual Agent topic and wondering if anyone has done this or if I am forgetting something important. Right now, the two variables I have setup up is to pull the node information and the browser type. I think that is all I can pull directly from the system without user responses but want to confirm.

I am using this to pull the node information:

(function execute() {
    var interactionsysid = vaVars._interaction_record_sysid;
    var getConvo = new GlideRecord('interaction');
    getConvo.addQuery('sys_id', '=', interactionsysid);
    getConvo.query();
    if (getConvo.next()) {
        var conversation_record_sysid = getConvo.channel_metadata_document.sys_id;
        var node = systemid.system_id;
        var systemid = new GlideRecord('sys_cs_message');
        systemid.addQuery('conversation', conversation_record_sysid);
        systemid.query();
        if (systemid.next()) {
            return systemid.system_id;
        } else {
            return false;
        }
    }
})()

And using this to pull the browser info:

(function execute() {
    var interactionsysid = gs.getSession().getSessionID();
    var getConvo = new GlideRecord('syslog_transaction');
    getConvo.addQuery('session', '=', interactionsysid);
    getConvo.query();
    if (getConvo.next()) {
        return getConvo.user_agent;
        } else {
        return false;
        }
})()

[johndoh]

Update: I went ahead an added device type as I foresee that being useful.

(function execute() {
    var interactionsysid = vaVars._interaction_record_sysid;
    var getConvo = new GlideRecord('interaction');
    getConvo.addQuery('sys_id', '=', interactionsysid);
    getConvo.query();
    if (getConvo.next()) {
        var conversation_record_sysid = getConvo.channel_metadata_document.sys_id;
        var node = deviceType.device_type;
        var deviceType = new GlideRecord('sys_cs_conversation');
        deviceType.addQuery('title.sys_id', conversation_record_sysid);
        deviceType.query();
        if (deviceType.next()) {
            return deviceType.device_type;
        } else {
            return deviceType.device_type;
        }
    }
})()

 As to the information gathering, I am using issue-troubleshooting.pdf (servicenow.com) for the questions. Which get passed over to the incident:

[johndoh]

*bump as this should be an OOB topic imo. I also includedthe following within the topic:

Gather slow jobs:

(function execute() {
    //https://developer.servicenow.com/dev.do#!/learn/courses/sandiego/app_store_learnv2_virtualagent_sandiego_virtual_agent/app_store_learnv2_virtualagent_sandiego_developing_virtual_agent_topics/app_store_learnv2_virtualagent_sandiego_scripting_virtual_agent
      // Initialize an array for the options
      var options = [];
  
      // Query the table selected in the Choice List Setting
      var grUser = new GlideRecord('syslog_transaction');
      //grUser.addQuery('name','CONTAINS','lincoln');
      grUser.addEncodedQuery('sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()^urlSTARTSWITHJOB:^response_time>=1000000');
      grUser.orderBy('response_time');
      grUser.orderBy('sys_created');
      grUser.setLimit(20);
      grUser.query();
  
      // Push a value/label pair into the array for each record found by the query
      // Always use getUniqueValue() for the value
      // Concatenate field values for the label
      while(grUser.next()) {
        var string = grUser.system_id.toString();
        var n = string.split(":");
        n[1];
          options.push({ 'value': grUser.getUniqueValue(''), 
          'label': grUser.getDisplayValue('response_time') + ", " + grUser.getValue('url') + " - " + 
          'node id: '+ n[1] });
      }
      // convert system_id to node only

      // Return the array
      return options;
      vaVars.slow_jobs = options; //created script variable
  
  })()

And pull stats.do

(function execute() {
var array = [];
var diag = new Diagnostics();
while (diag.nextNode()) {
var diagNode = diag.getNode();
var nodeName = diagNode.name.toString();
var n = nodeName.split(":");
var gr = new GlideRecord('sys_cluster_state');
gr.addQuery('system_id', 'CONTAINS', n[1]);
gr.query();
while (gr.next()) {
var nodeType = gr.node_type.name;   
var memUse = diagNode.stats['system.memory.in.use'];
var memFree = diagNode.stats['system.memory.pct.free'];
array.push("Node name: " + n[1] + " Node Type: " + nodeType  + " Memory in use: " + memUse + " Memory % Free: " + memFree);
}
}
return array;
vaVars.stats_do = array;  //created script variable
})()

[johndoh]

@Victor Chen ⬆️ I am sure there is a better way for this and why I am tagging you