Configure the header message on the landing page

  • Release version: Australia
  • Updated March 12, 2026
  • 10 minutes to read

    • Configure the header message that is part of the greeting text on the landing page. For example, You are on-call until Monday, Mar 21.

    Before you begin

    Role required: 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.

    Figure 1. Header section
    Greetings text
    Note:

    The alert notification on the banner in SOW automatically expands to display the full message. This feature is enabled by default in the base system. You can update the auto_expand_now_alert_message system UX page property to false if you don't want to automatically expand and display the entire message.

    Procedure

    1. Navigate to All > Service Operations Workspace Admin Center > Overview.
    2. On the Overview tab, from the Initial Setup section, select the Configure the landing page option.
    3. On the Landing Page form, select Configure next to Greetings.
      The Script Includes form is displayed for SOWServiceDeskAgentShift, which internally calls the SOWServiceDeskAgentShiftSNC
    4. Copy the Script value of SOWServiceDeskAgentShiftSNC.
      1. Navigate to All > System Definition > Script Includes.
      2. From the list of Script Includes, open SOWServiceDeskAgentShiftSNC.
      3. Copy the Script field value.
    5. Edit the SOWServiceDeskAgentShift script.
      1. Navigate to All > System Definition > Script Includes.
      2. From the list of Script Includes, open SOWServiceDeskAgentShift.
      3. 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(); 

    },
      4. 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])]); 

            }
    6. Select Update.