Customize the header message that is a part of the greeting text on the home page. This will create a more personalized user experience, making visitors feel welcomed and valued, and can also help in setting the right tone and
context for the information presented.
Before you begin
Role required: evt_mgmt_admin or admin
About this task
The Get service desk agent shift data broker server script calls the SOWServiceDeskAgentShift script includes to
display the shift information in the greeting text.
While the display text can be customized for the default landing page, the visual styling changes to the text can be done only by creating a copy of the
landing page.
Suppose you are on call until Monday, March 21. You can update your greetings to reflect your on-call status.Figure 1. Header
Procedure
Navigate to All > Service Operations Workspace Admin Center > Overview.
On the Overview tab, from the Initial Setup section, select the Configure the landing page option.
On the Landing Page form, select Configure next to Greetings.
The Script Includes form is displayed for SOWServiceDeskAgentShift, which internally calls the SOWServiceDeskAgentShiftSNC
Copy the Script value of SOWServiceDeskAgentShiftSNC.
Navigate to All > System Definition > Script Includes.
From the list of Script Includes, open SOWServiceDeskAgentShiftSNC.
Figure 2. Script Includes list
Copy the Script field value.
Figure 3. Script includes details page
Edit the SOWServiceDeskAgentShift script.
Navigate to All > System Definition > Script Includes.
From the list of Script Includes, open SOWServiceDeskAgentShift.
Paste the Script field value that you copied from SOWServiceDeskAgentShiftSNC.
initialize: function() {
this.PLUGINS = {
ON_CALL: "com.snc.on_call_rotation",
SHIFT_PLANNING: "com.sn_shift_planning"
};
this.DAYS_AHEAD = gs.getProperty('com.snc.on_call_rotation.upcoming_rota_days', 30);
this.DATE_FORMAT = gs.getDateFormat();
this.TIME_FORMAT = gs.getTimeFormat();
this.WFO_SCHEMA_IDENTIFIER = 'readInTimezone';
this.WFO_ONCALL_TYPE_IDENTIFIER = 'oncallAPIReadInTimezone';
this.WEEK_DAY_FORMAT = 'EEEE';
this.FORMAT = {
SERVICE_DESK_HEADER: 'SERVICE_DESK_HEADER'
};
this.DATE_TIME_FORMAT_FULL = "full";
},
getUpcomingShift: function(userId, outputFormat, wfoShift) {
var upcomingShifts, gd = new GlideDate();
var from = gd.getDisplayValueInternal();
gd.addDaysLocalTime(this.DAYS_AHEAD);
var to = gd.getDisplayValueInternal();
var mayBeWFOUser = userId == gs.getUserID() ? gs.hasRole("sn_shift_planning.agent") : true;
if (GlidePluginManager.isActive(this.PLUGINS.SHIFT_PLANNING) && mayBeWFOUser && wfoShift)
upcomingShifts = this.getWFOShifts(from, to, userId);
var isWFOResponseValid = Array.isArray(upcomingShifts) && upcomingShifts.length > 0;
if (!isWFOResponseValid && GlidePluginManager.isActive(this.PLUGINS.ON_CALL))
upcomingShifts = this.getOnCallShifts(from, to, userId);
return this.getFormattedShift(upcomingShifts, outputFormat);
},
getWFOShifts: function(from, to, userId) {
var smUtil = new sn_shift_planning.ScheduleManagerUtil();
var defaultEventCategories = [
smUtil.WORK_CATEGORY_SYS_ID,
smUtil.ON_CALL_CATEGORY_SYS_ID
];
var params = {
"assignmentGroups": "",
"individualAgents": userId,
"startDate": from,
"endDate": to,
"published": true,
"eventCategories": defaultEventCategories,
"filter": {
"sn_shift_planning_agent_schedule": {
"event": ["8d03fd9b0f310010717cc562ff767e4a", "936319993bd02010e81a4ee1f3efc419"]
}
}
};
var upcomingShifts = [];
try {
var agentScheduleRESTAPIUtils = new sn_shift_planning.AgentScheduleRESTAPIUtils();
var spans = agentScheduleRESTAPIUtils.retrieveAgentSchedulesFromParams(params);
if (spans && spans.shiftData && spans.shiftData.user && spans.shiftData.user.data && spans.shiftData.user.data.length > 0 && spans.shiftData.user.data[0].schedules) {
var schedules = spans.shiftData.user.data[0].schedules,
arrayUtil = new global.ArrayUtil();
for (var schedule in schedules)
upcomingShifts = arrayUtil.union(upcomingShifts, schedules[schedule]);
}
} catch (e) {
gs.error("SOWServiceDeskAgentShiftSNC: Error fetching WFO shifts");
}
return upcomingShifts;
},
getOnCallShifts: function(from, to, userId) {
var onCallCommon = new global.OnCallCommon();
var onCallGroups = onCallCommon.getMyGroups();
var spans = new global.OCRotationV2(null, global.OCRotationV2.DEFAULT_FORMAT_OPTION).setStartDate(from).setEndDate(to).setUserIds(userId).setGroupIds(onCallGroups).getSpans();
var upcomingShifts = [];
for (var i = 0; i < spans.length; i++)
if ((spans[i].type == "roster" || spans[i].type == "override") && spans[i].user_id == userId)
upcomingShifts.push(spans[i]);
return upcomingShifts;
},
getFormattedShift: function(upcomingShifts, outputFormat) {
if (gs.nil(upcomingShifts))
return;
switch (outputFormat) {
case this.FORMAT.SERVICE_DESK_HEADER:
return this.getServiceDeskFormattedShift(upcomingShifts);
default:
return upcomingShifts;
}
},
getServiceDeskFormattedShift: function(upcomingShifts) {
var response = {
shiftText: "",
nearestShift: {}
};
var startAttr = "start",
endAttr = "end",
isOnCall = true;
var dateFormat = 'EEEE, MMM dd',
timeFormat = 'hh:mm a';
var isWFOSchema = Array.isArray(upcomingShifts) && upcomingShifts.length > 0 && this.WFO_SCHEMA_IDENTIFIER in upcomingShifts[0];
if (isWFOSchema)
startAttr = "scheduledStartTime", endAttr = "scheduledEndTime";
response.nearestShift = this.getNearestShift(upcomingShifts, startAttr, endAttr);
if (response.nearestShift) {
if (isWFOSchema) {
if (response.nearestShift.schedule && !(this.WFO_ONCALL_TYPE_IDENTIFIER in response.nearestShift.schedule))
isOnCall = false;
}
if (isOnCall) {
if (response.nearestShift.isCurrent) {
if (response.nearestShift.roster_name)
response.shiftText = gs.getMessage("You are on-call until {0} as {1}", [this.getFormattedDateTime(response.nearestShift[endAttr]), response.nearestShift.roster_name]);
else
response.shiftText = gs.getMessage("You are on-call until {0}", [this.getFormattedDateTime(response.nearestShift[endAttr])]);
} else {
if (response.nearestShift.roster_name)
response.shiftText = gs.getMessage("Your next on-call shift starts on {0} as {1}", [this.getFormattedDateTime(response.nearestShift[startAttr]), response.nearestShift.roster_name]);
else
response.shiftText = gs.getMessage("Your next on-call shift starts on {0}", [this.getFormattedDateTime(response.nearestShift[startAttr])]);
}
} else {
if (response.nearestShift.isCurrent) {
response.shiftText = gs.getMessage("Your shift ends on {0}", [this.getFormattedDateTime(response.nearestShift[endAttr])]);
} else
response.shiftText = gs.getMessage("Your next shift starts on {0}", [this.getFormattedDateTime(response.nearestShift[startAttr])]);
}
}
return response;
},
getNearestShift: function(upcomingShifts, startAttr, endAttr) {
if (gs.nil(upcomingShifts) || gs.nil(startAttr) || gs.nil(endAttr))
return;
var nearestShift;
upcomingShifts.sort(function(shift_1, shift_2) {
var gdt1 = new GlideDateTime();
gdt1.setDisplayValueInternal(shift_1[startAttr]);
var gdt2 = new GlideDateTime();
gdt2.setDisplayValueInternal(shift_2[startAttr]);
return GlideDateTime.subtract(gdt2, gdt1).getNumericValue();
});
var currentDateTime = new GlideDateTime(),
startDateTime = new GlideDateTime(),
endDateTime = new GlideDateTime();
for (var i = 0; i < upcomingShifts.length; i++) {
startDateTime.setDisplayValueInternal(upcomingShifts[i][startAttr] + "");
endDateTime.setDisplayValueInternal(upcomingShifts[i][endAttr] + "");
if (currentDateTime.onOrBefore(endDateTime)) {
nearestShift = upcomingShifts[i];
if (currentDateTime.onOrAfter(startDateTime))
nearestShift.isCurrent = true;
else
nearestShift.isCurrent = false;
break;
}
}
return nearestShift;
},
getFormattedDateSpan: function(date, dateFormat, timeFormat) {
var formattedDate = this.getFormattedDate(date, dateFormat);
var dateAmPmTime = this.getFormattedTime(date, timeFormat);
return formattedDate + " " + dateAmPmTime;
},
getFormattedDate: function(inputDate, format) {
var date = new GlideDateTime();
date.setDisplayValueInternal(inputDate);
format = !format ? this.DATE_FORMAT : format;
var gd = date.getLocalDate();
return gd.getByFormat(format);
},
getFormattedTime: function(inputDate, format) {
var date = new GlideDateTime();
date.setDisplayValueInternal(inputDate);
format = !format ? this.TIME_FORMAT : format;
var gt = date.getLocalTime();
return gt.getByFormat(format);
},
getFormattedDateTime: function(date) {
var dateTime = new GlideDateTime();
dateTime.setDisplayValueInternal(date);
return dateTime.getDisplayValueLang(this.DATE_TIME_FORMAT_FULL);
},
endsToday: function(inputDate) {
var inputGdt = new GlideDateTime();
inputGdt.setDisplayValueInternal(inputDate);
return new GlideDateTime().getLocalDate().getValue() == inputGdt.getLocalDate().getValue();
},
endingTomorrow: function(inputDate) {
var inputGdt = new GlideDateTime();
inputGdt.setDisplayValueInternal(inputDate);
var tomorrowDateTime = new GlideDateTime();
tomorrowDateTime.addDaysLocalTime(1);
return tomorrowDateTime.getLocalDate().getValue() == inputGdt.getLocalDate().getValue();
},
Edit the following part of the script as mentioned.
if (isOnCall) {
if (response.nearestShift.isCurrent) {
if (response.nearestShift.roster_name)
response.shiftText = gs.getMessage("You are on-call until {0} as {1}", [this.getFormattedDateTime(response.nearestShift[endAttr]), response.nearestShift.roster_name]);
else
response.shiftText = gs.getMessage("You are on-call until {0}", [this.getFormattedDateTime(response.nearestShift[endAttr])]);
} else {
if (response.nearestShift.roster_name)
response.shiftText = gs.getMessage("Your next on-call shift starts on {0} as {1}", [this.getFormattedDateTime(response.nearestShift[startAttr]), response.nearestShift.roster_name]);
else
response.shiftText = gs.getMessage("Your next on-call shift starts on {0}", [this.getFormattedDateTime(response.nearestShift[startAttr])]);
}
} else {
if (response.nearestShift.isCurrent) {
response.shiftText = gs.getMessage("Your shift ends on {0}", [this.getFormattedDateTime(response.nearestShift[endAttr])]);
} else
response.shiftText = gs.getMessage("Your next shift starts on {0}", [this.getFormattedDateTime(response.nearestShift[startAttr])]);
}
