Name
global.CommunicationManagementIncidentHandlerSNC
Description
Handler for communication plans for Incident table
Script
var CommunicationManagementIncidentHandlerSNC = Class.create();
CommunicationManagementIncidentHandlerSNC.prototype = Object.extendsObject(sn_comm_management.CommunicationManagementDefaultHandlerSNC, {
initialize: function() {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.initialize.call(this);
this.TABLES.INCIDENT = 'incident';
this.TABLES.INCIDENT_TASK = 'incident_task';
this.TABLES.INCIDENT_ALERT = 'incident_alert';
this.TABLES.INCIDENT_ALERT_TASK = 'incident_alert_task';
this.TABLES.NOTIFY_PARTICIPANT = 'notify_participant';
this.TABLES.CMN_ROTA = 'cmn_rota';
this.COLUMNS.ASSIGNMENT_GROUP = 'assignment_group';
this.COLUMNS.ASSIGNED_TO = 'assigned_to';
this.COLUMNS.GROUP = 'group';
this.COLUMNS.USER = 'user';
this.COLUMNS.INCIDENT = 'incident';
this.COLUMNS.NOTIFY_CONFERENCE_CALL = 'notify_conference_call';
this.PROPERTIES.NOTIFY_NUMBER = 'com.snc.iam.notify_number'; //Overriden for incident to not effect upgrading customers
this.PROPERTIES.ESCALATION_LEVEL = 'com.snc.iam.on_call_escalation_level';
this.PROPERTIES.MAX_CONTACT_LIMIT_EMAIL = 'com.snc.iam.max_contact_limit_email';
this.PROPERTIES.MAX_CONTACT_LIMIT_SMS = 'com.snc.iam.max_contact_limit_sms';
this.PROPERTIES.CONFERENCE_CALL_ESCALATION_WORKFLOW = 'com.snc.iam.conference_call_escalation_workflow';
this.PROPERTIES.ESCALATE_CONFERENCE = 'com.snc.iam.conference_call_follow_on_call_escalation';
this.PROPERTIES.ENABLE_NOTIFY = 'com.snc.iam.enable_notify';
this.PROPERTIES.ADD_ALL_MEMBERS_ON_NO_ROTA_DEFINED = 'com.snc.iam.add_all_members_on_no_rota_defined';
},
DEFAULT_TEMPLATES: {
EMAIL: 'e87ea60987a013000e3dd61e36cb0bbe',
SMS: '621be6c587a013000e3dd61e36cb0bea'
},
getCommPlanInstanceForTask: function() {
return this.TABLES.INCIDENT_ALERT;
},
getCommTaskInstanceForTask: function() {
return this.TABLES.INCIDENT_ALERT_TASK;
},
getClassNameForConferenceEscalation: function(conferenceCallGr) {
return this.TABLES.INCIDENT;
},
peparePlanInstanceGr: function(planDefGr, planInstanceGr, sourceRecordGr) {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.peparePlanInstanceGr(planDefGr, planInstanceGr, sourceRecordGr);
planInstanceGr.source_incident = sourceRecordGr.getUniqueValue();
},
prepareTaskInstanceGr: function(planTaskGr, planTaskDefGr, planInstanceGr) {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.prepareTaskInstanceGr(planTaskGr, planTaskDefGr, planInstanceGr);
planTaskGr.incident_alert = planInstanceGr.getUniqueValue();
},
prepareAdhocCommTaskGr: function(commTaskGr, commPlanGr, commTaskBody) {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.prepareAdhocCommTaskGr(commTaskGr, commPlanGr, commTaskBody);
commTaskGr.incident_alert = commPlanGr.getUniqueValue();
},
prepareAdhocCommPlanGr: function(commPlanGr, commPlanBody, sourceGr) {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.prepareAdhocCommPlanGr(commPlanGr, commPlanBody, sourceGr);
commPlanGr.source_incident = sourceGr.getUniqueValue();
},
/*Called when a channel communication is sent out*/
prepareTaskUpdatesPerChannelCommunication: function(commTaskGr, channelUpdates, currentTime) {
sn_comm_management.CommunicationManagementDefaultHandlerSNC.prototype.prepareTaskUpdatesPerChannelCommunication(commTaskGr, channelUpdates, currentTime);
if (commTaskGr && commTaskGr.communication_frequency == this.COMMUNICATION_FREQUENCY_TYPE.ONE_TIME && channelUpdates && channelUpdates.update_terminal_state)
commTaskGr.state = this.COMM_TASK_STATES.COMPLETED;
if (commTaskGr && commTaskGr.state == this.COMM_TASK_STATES.PENDING && channelUpdates && channelUpdates.update_last_communication) {
commTaskGr.state = this.COMM_TASK_STATES.OPEN;
}
},
/*Called from Work Bench Actions*/
updateTaskStateWBActions: function(commTaskSysId, action) {
var commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
var shouldUpdate = false;
if (commTaskGr.get(commTaskSysId)) {
if (action == this.COMM_TASK_ACTIONS.CLOSE) {
if (commTaskGr.last_communication)
commTaskGr.state = this.COMM_TASK_STATES.COMPLETED;
else
commTaskGr.state = this.COMM_TASK_STATES.SKIPPED;
shouldUpdate = true;
} else if (action == this.COMM_TASK_ACTIONS.SNOOZE) {
if (commTaskGr.communication_frequency == this.COMMUNICATION_FREQUENCY_TYPE.RECURRING && commTaskGr.due_in && commTaskGr.due_date) {
var dueIn = new GlideDateTime(commTaskGr.due_in).getNumericValue() / 1000;
var dueDate = new GlideDateTime(commTaskGr.due_date);
dueDate.addSeconds(dueIn);
commTaskGr.due_date = dueDate.getDisplayValue();
shouldUpdate = true;
}
} else if (action == this.COMM_TASK_ACTIONS.START && commTaskGr.state == this.COMM_TASK_STATES.PENDING) {
commTaskGr.state = this.COMM_TASK_STATES.OPEN;
shouldUpdate = true;
}
if (shouldUpdate)
return commTaskGr.update();
}
return false;
},
onConferenceParticipantChange: function (commTaskGr, participants) {
if (typeof commTaskGr == 'string' && commTaskGr.length > 0) {
var sysId = commTaskGr;
commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
if (!commTaskGr.get(sysId))
return;
}
if(commTaskGr.comm_plan && commTaskGr.comm_plan.source)
gs.eventQueue('conference.incident_alert_task', commTaskGr, participants);
},
/*Called from State Management - On Task Completion BR on comm_task. This is a after BR*/
onCommTaskCompletion: function(current, previous) {
var commPlanGr;
/*Check for open tasks of same order - do nothing*/
var commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
commTaskGr.addActiveQuery();
commTaskGr.addQuery(this.COLUMNS.COMM_PLAN, current.comm_plan);
commTaskGr.addNotNullQuery(this.COLUMNS.ORDER); //Nulls are inserted in open. So ignore.
commTaskGr.addQuery(this.COLUMNS.ORDER, current.order);
commTaskGr.query();
if (commTaskGr.hasNext())
return; // There are more tasks for the same order so don't do anything
/*Check for pending tasks of different order. Open the lowest set*/
commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
commTaskGr.addQuery(this.COLUMNS.COMM_PLAN, current.comm_plan);
commTaskGr.addQuery(this.COLUMNS.STATE, this.COMM_TASK_STATES.PENDING);
commTaskGr.addNotNullQuery(this.COLUMNS.ORDER); //Nulls are inserted in open state. So ignore.
commTaskGr.addQuery(this.COLUMNS.ORDER, '!=', current.order); //fetch both lower and higher order
commTaskGr.orderBy(this.COLUMNS.ORDER);
commTaskGr.query();
var order;
var cnt = 0;
while (commTaskGr.next()) {
if (cnt == 0)
order = commTaskGr.order * 1;
if (order != commTaskGr.order * 1)
break; // break if next higher order is seen
commTaskGr.state = this.COMM_TASK_STATES.OPEN;
if (current.comm_plan.state == this.COMM_PLAN_STATES.NEW) {
commPlanGr = current.comm_plan.getRefRecord();
commPlanGr.state = this.COMM_PLAN_STATES.WIP;
commPlanGr.update();
}
commTaskGr.update();
cnt ++;
}
},
/*Called from State Management-Decide state per order BR on comm_task.
* WARNING - Hence don't use current.update()
*/
decideStatePerOrder: function(current, previous) {
var commPlanGr;
if (gs.nil(current.order)) {
current.state = this.COMM_TASK_STATES.OPEN;
if (current.comm_plan.state == this.COMM_PLAN_STATES.NEW) {
commPlanGr = current.comm_plan.getRefRecord();
commPlanGr.state = this.COMM_PLAN_STATES.WIP;
commPlanGr.update();
}
} else if (current.order) {
var commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
commTaskGr.addQuery(this.COLUMNS.COMM_PLAN, current.comm_plan);
commTaskGr.addActiveQuery();
commTaskGr.addNotNullQuery(this.COLUMNS.ORDER);
commTaskGr.addQuery(this.COLUMNS.ORDER, '<', current.order);
commTaskGr.query();
if (commTaskGr.hasNext()) {
current.state = this.COMM_TASK_STATES.PENDING;
} else {
current.state = this.COMM_TASK_STATES.OPEN;
if (current.comm_plan.state == this.COMM_PLAN_STATES.NEW) {
commPlanGr = current.comm_plan.getRefRecord();
commPlanGr.state = this.COMM_PLAN_STATES.WIP;
commPlanGr.update();
}
}
}
},
prepareGroupsInvolved: function(sysId){
var respData={};
var groupsInfo = {};
var onCallActive = GlidePluginManager.isActive("com.snc.on_call_rotation");
var notifyActive = GlidePluginManager.isActive("com.snc.notify");
var taskGr = new GlideRecord(this.TABLES.INCIDENT);
/* groups and members invloved in incident */
if (taskGr.get(sysId)) {
if (taskGr.assignment_group && taskGr.assigned_to) {
groupsInfo[taskGr.assignment_group] = {};
groupsInfo[taskGr.assignment_group]['display_value'] = taskGr.assignment_group.getDisplayValue();
groupsInfo[taskGr.assignment_group]['members'] = [taskGr.assigned_to + ""];
}
}
/* groups and members involved in incident alert task */
var commTaskGr = new GlideRecord(this.getCommTaskInstanceForTask());
commTaskGr.addQuery(this.COLUMNS.COMM_PLAN + '.' + this.COLUMNS.SOURCE, sysId);
groupsInfo = this._prepareGroupsInvolvedHelper(commTaskGr, groupsInfo, this.COLUMNS.ASSIGNMENT_GROUP, this.COLUMNS.ASSIGNED_TO);
/* groups and members involved in conference call */
if (notifyActive) {
var commChannelConfGr = new GlideRecord(this.TABLES.COMM_CHANNEL_CONFERENCE);
commChannelConfGr.addQuery(this.COLUMNS.COMM_TASK + '.' + this.COLUMNS.COMM_PLAN + '.' + this.COLUMNS.SOURCE, sysId);
commChannelConfGr.addQuery(this.COLUMNS.STATE,'started');
commChannelConfGr.query();
while (commChannelConfGr.next()) {
var notifyParticipantGr = new GlideRecord(this.TABLES.NOTIFY_PARTICIPANT);
notifyParticipantGr.addQuery(this.COLUMNS.NOTIFY_CONFERENCE_CALL, commChannelConfGr.notify_conference_call);
groupsInfo = this._prepareGroupsInvolvedHelper(notifyParticipantGr, groupsInfo, this.COLUMNS.GROUP, this.COLUMNS.USER);
}
}
/* groups and members involved in incident task */
var incidentTaskGr = new GlideRecord(this.TABLES.INCIDENT_TASK);
incidentTaskGr.addQuery(this.COLUMNS.INCIDENT, sysId);
groupsInfo = this._prepareGroupsInvolvedHelper(incidentTaskGr, groupsInfo, this.COLUMNS.ASSIGNMENT_GROUP, this.COLUMNS.ASSIGNED_TO);
var membersInvolved = [];
/* on-call members active now data*/
if (onCallActive) {
for (var key in groupsInfo) {
groupsInfo[key]['hasRotas'] = this._groupHasRotas(key);
membersInvolved = membersInvolved.concat(groupsInfo[key].members);
}
}
else {
/* total unique members involved */
for (var i in groupsInfo) {
membersInvolved = membersInvolved.concat(groupsInfo[i].members);
}
}
membersInvolved = new ArrayUtil().unique(membersInvolved);
respData.uniqueMembers = membersInvolved.length;
respData['groups'] = groupsInfo;
return respData;
},
_prepareGroupsInvolvedHelper: function(gr, groupsInfo, groupAttribute, userAttribute) {
gr.addActiveQuery();
gr.addNotNullQuery(groupAttribute);
gr.addNotNullQuery(userAttribute);
gr.query();
while (gr.next()) {
if (!groupsInfo[gr[groupAttribute]]) {
groupsInfo[gr[groupAttribute]] = {};
groupsInfo[gr[groupAttribute]]['display_value'] = gr[groupAttribute].getDisplayValue();
groupsInfo[gr[groupAttribute]]['members'] = [gr[userAttribute] + ""];
}
else if (gr[userAttribute] && (groupsInfo[gr[groupAttribute]]['members'].indexOf(gr[userAttribute] + "") == -1)) {
groupsInfo[gr[groupAttribute]]['members'].push(gr[userAttribute] + "");
}
}
return groupsInfo;
},
_groupHasRotas: function(sysId) {
/* returns true if group has rotas defined else returns false */
var cmnRotaGr = new GlideRecord(this.TABLES.CMN_ROTA);
cmnRotaGr.addQuery(this.COLUMNS.GROUP, sysId);
cmnRotaGr.query();
return cmnRotaGr.hasNext();
},
/* returns the sys_id of the incident */
getTaskIdForConferenceEscalation: function(conferenceCallGr) {
var gr = new GlideRecord(conferenceCallGr.table);
if (gr.get(conferenceCallGr.source + '') && !JSUtil.nil(gr.incident_alert))
return gr.incident_alert.source + '';
},
getConferenceDefaultTitle: function(data) {
var gr = new GlideRecord(data.table);
if (gr.get(data.sysId))
return gr.incident_alert.source_incident.number + ' - ' + gr.incident_alert.source_incident.short_description + ' - ' + gr.short_description;
return '';
},
canViewCollaborationActions: function() {
if (gs.getUser().hasRole('itil,sn_incident_write'))
return true;
return false;
},
getCommunicateExcludeList: function() {
var excludedTables = gs.getProperty('com.snc.incident.communication_recipients_excluded_tables');
var excludeList = excludedTables.split(',');
return excludeList;
},
type: 'CommunicationManagementIncidentHandlerSNC'
});Sys ID
578cb35f5308130009170ef5d5dc34d4