Customize the on-call support group recommendations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > System Definition > Script Includes.
    2. From the Script Includes list, select OnCallUtilsSow.
    3. To configure the support group recommendations, modify the Script field.
      For information about how these groups are available for an incident, see Experts on-call in Service Operations Workspace.
      getRecommendedGroups: function(table, sysId, fieldWatchList) {
		if(!table || !sysId) {
			return {};
		}
		
		var recommendedGroups = {};
		var gr = new GlideRecord(table);
		if (gr.get(sysId)) {
			var self = this;
			
			if (table == this.TABLES.INCIDENT) {	
				fieldWatchList.forEach(function(watchField) {
					if (watchField.field == "assignment_group" && !recommendedGroups[watchField.value + ""] && self._isOnCallDefinedForTheGroup(watchField.value)) {
						recommendedGroups[watchField.value + ""] = gs.getMessage("Recommended based on assignment group");
					} else if (watchField.field == "cmdb_ci") {
						var cmdbCiGr = new GlideRecord(self.TABLES.CMDB_CI);
						if (cmdbCiGr.get(watchField.value + "")) {
							if (cmdbCiGr.support_group && !recommendedGroups[cmdbCiGr.support_group + ""] && self._isOnCallDefinedForTheGroup(cmdbCiGr.support_group + "")) {
								recommendedGroups[cmdbCiGr.support_group + ""] = gs.getMessage("Recommended based on affected CI");
							}
						}
					} else if (watchField.field == "business_service") {
						var businessServiceGr = new GlideRecord(self.TABLES.CMDB_CI_SERVICE);
						if (businessServiceGr.get(watchField.value + "")) {
							if (businessServiceGr.support_group && !recommendedGroups[businessServiceGr.support_group + ""] && self._isOnCallDefinedForTheGroup(businessServiceGr.support_group + "")) {
								recommendedGroups[businessServiceGr.support_group + ""] = gs.getMessage("Recommended based on impacted service");
							}
						}
					}
				});
			}
		}
		
		return recommendedGroups;
	}
    4. Click Update.