OnCallContactPreferenceUtil - Global

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 4 minutes de lecture

    • The OnCallContactPreferenceUtil script include provides methods for handling contact preferences.

    For contact preference configuration, see Configure contact preferences.

    This script include supports the OnCallRotation script include.

    OnCallContactPreferenceUtil - OnCallContactPreferenceUtil()

    Creates an instance of the OnCallContactPreferenceUtil class.

    Tableau 1. Parameters
    Name Type Description
    None

    OnCallContactPreferenceUtil - getContactsAtByEscalatee(Object escalatee, Number contactAttempt, GlideDateTime gdt, String rotaSysIds)

    Gets a list of contacts with the escalatee object. Each returned contact contains a list of user contact preferences.

    Tableau 2. Parameters
    Name Type Description
    escalatee Object Mandatory. Escalatee object returned by the getEscalationPlan() method.
    contactAttempt Number Optional. The attempt you are trying to contact [ default value = 1 ].
    • 1: First attempt
    • 2: First reminder
    • 3 or more: Subsequent reminders
    gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.admin
    rotaSysIds String Optional. Comma-separated string of Sys IDs of shifts from the [cmn_rota] table. Default value returns Sys IDs of the shifts at current time.
    Tableau 3. Returns
    Type Description
    Array object Array of escalatees (either a user, group, or device records depending on the notification rules) at a specific time and position.
    • type: String. Type of contact, e.g., user.
    • sys_id: String. Sys ID of the user from the [sys_user] table.
    • rota_id: String. Sys ID of the shift from the [cmn_rota] table.
    • roster_id: String. Sys ID of the roster from the [cmn_rota_roster] table.
    • escalation_step_id: String. If an escalation path has been defined, Sys ID of the escalation step from the [cmn_rota_esc_step_def] table.
    • forced_communication_channel: String. If specified in the preferences, mandatory communication channel. Supported values include SMS, voice or email.
    • override_user_contact_preference: Boolean. True if there are contact overrides, false otherwise.
    • preference_source: String. Source of preference, such as contact or group.
    • contact_attempt: Number. Contact attempts: 1 = first attempt, 2 = first reminder, and so on.
    • user_preferences: Array Object.
      • type: String. User's preferred contact format, e.g. sms, email, or number.
      • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
    • contact_preferences, Array Object.
      • type: String. User's preferred contact format, e.g., email or number.
      • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
    		 
    var serviceDeskSysId = '<Sys_ID>';
var ocRotation = new OnCallRotation();
var escalationPlan = ocRotation.getEscalationPlan(serviceDeskSysId);
var escalatee = escalationPlan[0];

var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var contacts = onContactPrefUtil.getContactsAtByEscalatee(escalatee, contactAttempt, gdt);
gs.log(JSON.stringify(contacts));

    Output:

    [{
    "type": "user",
    "sys_id": "<Sys_ID>",
    "rota_id": "<Rotation_ID>",
    "roster_id": "",
    "escalation_step_id": "<Escalation_Step_ID>",
    "forced_communication_channel": "",
    "override_user_contact_preference": true,
    "preference_source": "contact",
    "contact_attempt": 1,
    "user_preferences": [{
        "type": "sms",
        "number": "8587200477"
    }],
    "contact_preferences": [{
        "type": "voice",
        "number": "5555555555"
    }]
}]

    OnCallContactPreferenceUtil - getUserPreferences(String userSysId, Number contactAttempt, GlideDateTime gdt, String communicationTypes)

    Gets the list of contact preferences at the time at which the user has opted for communication. If no time is specified, then current time is used. This method is applicable to single and overlapping shifts.

    Tableau 4. Parameters
    Name Type Description
    userSysId String Sys ID of the user from the [sys_user] table.
    contactAttempt Number Optional. The attempt you are trying to contact [ default value = 1 ].
    • 1: First attempt
    • 2: First reminder
    • 3 or more: Subsequent reminders
    gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
    communicationTypes String Optional. Comma-separated string containing one or more of the following values:
    • email
    • sms
    • voice

    Default includes all available communication types.
    Tableau 5. Returns
    Type Description
    Array Object On-call user contact preference.
    • type: String. User's preferred contact format, e.g. sms, email, or number.
    • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
    		 
    var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var itilUserSysId = '<itilUserSysId>;
var userPreferences = onContactPrefUtil.getUserPreferences(itilUserSysId, contactAttempt, gdt);
gs.log(JSON.stringify(userPreferences));

    Output:

    [{
    "type": "sms",
    "number": "5555555555"
}, {
    "type": "voice",
    "number": "5555555555"
}]

    OnCallContactPreferenceUtil - getCatchAllContacts(String rotaId, GlideDateTime gdt)

    Gets a list of catch-all contacts and preferences.

    Tableau 6. Parameters
    Name Type Description
    rotaId String Sys ID of the shift from the [cmn_rota] table.
    gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
    Tableau 7. Returns
    Type Description
    Array object List of catch-all contacts with preferences.
    • type: String. Type of contact, e.g., user.
    • sys_id: String. Sys ID of the user from the [sys_user] table.
    • rota_id: String. Sys ID of the shift from the [cmn_rota] table.
    • roster_id: String. Sys ID of the roster from the [cmn_rota_roster] table.
    • escalation_step_id: String. If an escalation path has been defined, Sys ID of the escalation step from the [cmn_rota_esc_step_def] table.
    • forced_communication_channel: String. If specified in the preferences, mandatory communication channel. Supported values include SMS, voice or email.
    • override_user_contact_preference: Boolean. True if there are contact overrides, false otherwise.
    • preference_source: String. Source of preference, such as contact or group.
    • contact_attempt: Number. Contact attempts: 1 = first attempt, 2 = first reminder, and so on.
    • user_preferences: Array Object.
      • type: String. User's preferred contact format, e.g. sms, email, or number.
      • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
    • contact_preferences, Array Object.
      • type: String. User's preferred contact format, e.g., email or number.
      • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.

    Example:

    
var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var rotaSysId = '<Rotation_Sys_ID>';
var catchAllContacts = onContactPrefUtil.getCatchAllContacts(rotaSysId, gdt);
gs.log(JSON.stringify(catchAllContacts));

    Output:

    [{
    "type": "user",
    "sys_id": "<Sys_ID>",
    "rota_id": "<Rotation_ID>",
    "roster_id": "",
    "escalation_step_id": "<Escalation_Step_ID>",
    "forced_communication_channel": "",
    "override_user_contact_preference": true,
    "preference_source": "contact",
    "contact_attempt": 1,
    "user_preferences": [{
        "type": "sms",
        "number": "8587200477"
    }],
    "contact_preferences": [{
        "type": "voice",
        "number": "5555555555"
    }]
}]