Name
global.MatchingDimensionProcessor
Description
Processes each of the supported dimension and aggregates their score to be used for agent recommendation.
Script
var MatchingDimensionProcessor = Class.create();
var MAX_AGENTS_PER_GROUP = 1000; //just to protect against big data
var ERROR_MESSAGE_NO_GROUP = gs.getMessage("Selected Group has no agents");
MatchingDimensionProcessor.prototype = Object.extendsObject(AbstractAjaxProcessor,{
initialize: function(request, responseXML, gc) {
this.request = request;
this.responseXML = responseXML;
this.gc = gc;
this.users = [];
this.resourceType = "sys_user";
},
processDimensions : function(task, taskTableName, dimensions, users, resourceType) {
this.users = [];
if(!gs.nil(resourceType) && gs.tableExists(resourceType))
this.resourceType = resourceType;
else
this.resourceType = "sys_user";
var taskRecord;
if(task instanceof GlideRecord || task instanceof GlideRecordSecure){
taskRecord = task;
}else{
taskRecord = new GlideRecord(taskTableName);
taskRecord.get(task);
}
var overallReturn = {};
overallReturn.info = [];
var hasInitialListToFilterFrom;
// Checking if a parameter is there in args which tells whether empty filter array is sent intentionally.
for(var key in dimensions) {
if(dimensions[key].args.hasInitialListToFilterFrom != undefined) {
hasInitialListToFilterFrom = dimensions[key].args.hasInitialListToFilterFrom;
break;
}
}
if (!JSUtil.nil(task) && !taskRecord.active){
overallReturn.msg = gs.getMessage("The record is read-only!");
return overallReturn;
}
if(JSUtil.nil(task) || JSUtil.nil(dimensions) || dimensions.length == 0) {
var infoObj = {};
infoObj.type = "WARNING";
infoObj.msg = "Insufficient data for the request";
var reason;
if (JSUtil.nil(task))
reason = "invalid task";
if (JSUtil.nil(dimensions) || dimensions.length)
reason = "invalid dimensions";
infoObj.msg = infoObj.msg + ", reason=" + reason;
overallReturn.info.push(infoObj);
overallReturn.msg = gs.getMessage("No criteria or task to be processed");
overallReturn.result = "failure";
return overallReturn;
}
if(!JSUtil.nil(users) || hasInitialListToFilterFrom === false){
var userDataObj = {};
var userGR = new GlideRecord(this.resourceType);
userGR.addEncodedQuery("sys_idIN" + users.join());
userGR.setLimit(MAX_AGENTS_PER_GROUP + 1);
userGR.addActiveQuery();
userGR.query();
if(new CSMUtil().isDebugOn())
gs.log("MatchingDimensionProcessor::processDimensions user count=" + userGR.getRowCount());
if(userGR.getRowCount() > 0 || hasInitialListToFilterFrom === false){
if (userGR.getRowCount() > MAX_AGENTS_PER_GROUP) {
//We are throwing some data due to max limit so report it in the info
var infoObj = {};
infoObj.type = "WARNING";
infoObj.msg = "Got more than maximum supported agents = " + MAX_AGENTS_PER_GROUP;
overallReturn.info.push(infoObj);
}
while(userGR.next()) {
this.users.push(userGR.getValue("sys_id"));
var userObj = {};
userObj["displayValue"] = userGR.getValue("name");
userObj["value"] = userGR.getValue("sys_id");
userObj["userId"] = userGR.getValue("sys_id");
userDataObj[userGR.getValue("sys_id")+""] = userObj;
}
var dimensionResults = {};
var totalWeight = 0.0;
for (var dimension_sys_id in dimensions){
var dimensionResult = {};
if (this._isDimensionForRanking(dimensions[dimension_sys_id]))
totalWeight += Number(dimensions[dimension_sys_id].weight);
else if(new CSMUtil().isDebugOn()){
gs.log("processDimensions::Not using for the total weight " + dimension_sys_id);
}
dimensionResult.dimension = dimension_sys_id;
var dimRecord = new GlideRecord("matching_dimension");
dimRecord.get(dimension_sys_id);
if(dimRecord) {
var sysId = dimRecord.getValue("sys_id");
if(!("loadDefaults" in dimensions[sysId]))
dimensions[sysId].loadDefaults = true;
if(dimensions[sysId].loadDefaults && (!dimensions[sysId].taskFieldValues || dimensions[sysId].taskFieldValues.length == 0)){
var taskGR = taskRecord;
if(dimensions['416b4f47932f030045a3f5be867ffb95']){
dimensions['416b4f47932f030045a3f5be867ffb95'].taskFieldValues = [];
var tempArray = [];
var taskSkillRecord = new GlideRecord('task_m2m_skill');
taskSkillRecord.addQuery('task',taskGR.sys_id);
taskSkillRecord.addQuery('mandatory',false);
taskSkillRecord.query();
while(taskSkillRecord.next()){
dimensions['416b4f47932f030045a3f5be867ffb95'].taskFieldValues.push(taskSkillRecord.skill.sys_id+"");
}
} else{
var field = "default_field_value";
if(dimRecord.dimension_type == "simple"){
field = "applies_to_field";
}
var defaultValues = taskGR.getValue(dimRecord.getValue(field));
if(!JSUtil.nil(defaultValues)){
var fieldType = this._getInternalFieldType(taskGR, dimRecord.getValue(field));
if(!JSUtil.nil(fieldType)) {
if(fieldType == "glide_list")
dimensions[sysId].taskFieldValues = defaultValues.split(",");
else{
dimensions[sysId].taskFieldValues = [];
dimensions[sysId].taskFieldValues.push(defaultValues);
}
}
}
else{
dimensions[sysId].taskFieldValues = [];
}
}
}
if(dimRecord.getValue("use_reference")== true){
var selectedValues = [];
var sysId = dimRecord.getValue("sys_id");
if(dimensions[sysId].taskFieldValues && dimensions[sysId].taskFieldValues.length>0 ){
var selectedSkillIDs = dimensions[sysId].taskFieldValues;
var grSkill1 = new GlideRecord(dimRecord.getValue("reference_table"));
grSkill1.addQuery("sys_id","IN",selectedSkillIDs.toString());
grSkill1.query();
while(grSkill1.next()){
selectedValues.push({"value":grSkill1.getValue('sys_id'),"displayValue":grSkill1.getValue('name')});
}
}
dimensionResult.selectedValues = selectedValues;
}
}
dimensionResult.dimension_type = dimensions[dimension_sys_id].dimension_type;
dimensionResult.weight = dimensions[dimension_sys_id].weight;
dimensionResult.name = dimRecord.getDisplayValue();
dimensionResult.result = this.processDimension(dimension_sys_id, dimensions[dimension_sys_id], taskRecord);
dimensionResults[dimension_sys_id]=dimensionResult;
}
overallReturn.overallRating = this.getOverallRating(dimensionResults, totalWeight);
overallReturn.dimensionResults = dimensionResults;
overallReturn.users = this.users;
if(JSUtil.nil(this.users) || overallReturn.users.length < 1){
overallReturn.msg = gs.getMessage("No agents available");
}
overallReturn.userDataObj = userDataObj;
overallReturn.result = "success";
}else{
overallReturn.result = "failure";
overallReturn.msg = gs.getMessage("No agents available");
}
}else{
overallReturn.result = "failure";
overallReturn.msg = gs.getMessage("No agents available");
}
return overallReturn;
},
_getInternalFieldType : function (taskGR, fieldName){
if(taskGR.getElement(fieldName))
return taskGR.getElement(fieldName) && taskGR.getElement(fieldName).getED().getInternalType();
},
_isDimensionForRanking : function(dimension) {
return (dimension.dimension_type == "ranking" || dimension.dimension_type == "ranking_no_display");
},
getOverallRating : function(dimensionResults, totalWeight){
var overallMap = {};
if(totalWeight <= 0)
totalWeight = 1;
//for(var i = 0;i < dimensionResults.length; i++)
for(var dimensionResult in dimensionResults){
var dimension = dimensionResults[dimensionResult];
if (!this._isDimensionForRanking(dimension)) {
if(new CSMUtil().isDebugOn())
gs.log("getOverallRating skipping for overall calculation " + JSON.stringify(dimension));
continue;
}
for(var idx in this.users){
var user = this.users[idx];
var overallRating = overallMap[user] ? overallMap[user] : 0;
if (totalWeight && !isNaN(dimension.result[user].rating)) {
//overallMap[user] = overallRating + Number((dimension.weight / totalWeight) * dimension.result[user].rating);
overallMap[user] = overallRating + Number((dimension.weight / totalWeight) * dimension.result[user].rating);
}
else
overallMap[user] = 0;
}
}
for(var i=0;i< this.users.length;i++){
if(!overallMap.hasOwnProperty(this.users[i])) {
overallMap[this.users[i]] = 0;
}
}
return overallMap;
},
processScriptedDimension : function(dimensionRecord, dimension, task) {
var map = {};
map.task = task;
map.users = this.users;
map.taskFieldValues = dimension.taskFieldValues;
//map.initialLoad = dimension.initialLoad;
map.args = dimension.args;
map.task.__dimensionContext = {
users: this.users,
taskFieldValues: dimension.taskFieldValues,
args: dimension.args
};
var evaluator = new GlideScopedEvaluator();
var dimensionResult = evaluator.evaluateScript(dimensionRecord, "script", map);
if(new CSMUtil().isDebugOn())
gs.log("MatchingDimensionProcessor::processScriptedDimension " + dimensionRecord.getDisplayValue() + " dimensionResult=" + JSON.stringify(dimensionResult));
for(var idx in this.users){
var user = this.users[idx];
var result = dimensionResult[user];
/*if(!result){
result = {};
result.value = 0;
result.displayValue = "NA";
result.detailedDisplayValue = "User not ranked";
dimensionResult[user] = result;
}
else{
if(dimension["ranking_method"]=="less is better")
result.rating = 1 - result.rating;
}*/
if(result) {
if(dimension["ranking_method"]=="less is better")
result.rating = 1 - result.rating;
}
}
return dimensionResult;
},
processSimpleDimension : function(dimensionRecord, dimension, task) {
var contextTableToMatchOn = dimensionRecord.applies_to_table;
var contextFieldToMatch = dimensionRecord.applies_to_field;
var resourceTable = dimensionRecord.resource_table;
var resourceFieldToMatch = dimensionRecord.resource_matching_field;
var resourceFieldToReturn = dimensionRecord.resource_field;
var taskGR = new GlideRecord(contextTableToMatchOn);
taskGR.get(task.getValue("sys_id"));
var taskMatchUserMap = {};
if(taskGR.isValidRecord()) {
//var taskValueToMatch = taskGR.getValue(contextFieldToMatch);
var taskValueToMatch = dimension.taskFieldValues;
var userGR = new GlideRecord(resourceTable);
userGR.addEncodedQuery(resourceFieldToMatch+"IN"+taskValueToMatch.join());
userGR.addEncodedQuery(resourceFieldToReturn+"IN"+this.users.join());
userGR.query();
while(userGR.next()){
var user = userGR.getValue(resourceFieldToReturn);
taskMatchUserMap[user] = 1;
}
}
var userMap = {};
for(var idx in this.users){
var user = this.users[idx];
var result = {};
result.rating = !taskMatchUserMap[user] ? 0 : 1;
result.value = !taskMatchUserMap[user] ? 0 : 1;
result.displayValue = !taskMatchUserMap[user] ? "No Match" : "Match";
result.detailedDisplayValue = result.displayValue;
userMap[user] = result;
}
return userMap;
},
processAggregateDimension : function(dimensionRecord, dimension, task) {
var aggregate_table = dimensionRecord.aggregate_table;
var aggregate_filter = dimensionRecord.aggregate_filter;
var aggregate_field = dimensionRecord.aggregate_field;
if(new CSMUtil().isDebugOn())
gs.log("processAggregateDimension aggregate_table=" + aggregate_table + " aggregate_filter=" +
aggregate_filter + " aggregate_field=" + aggregate_field);
if(JSUtil.nil(aggregate_table) || JSUtil.nil(aggregate_field))
return {};
var taskGR = new GlideAggregate(aggregate_table);
taskGR.addEncodedQuery(aggregate_filter);
taskGR.addEncodedQuery(aggregate_field + "IN" + this.users.join());
taskGR.addAggregate("COUNT",aggregate_field);
taskGR.addAggregate("MIN", aggregate_field + ".sys_id");
taskGR.groupBy(aggregate_field);
taskGR.query();
var userMap = {};
var totalCount = 0;
while(taskGR.next()){
var count = Number(taskGR.getAggregate("COUNT",aggregate_field));
var user = taskGR.getAggregate("MIN", aggregate_field + ".sys_id");
userMap[user] = count;
totalCount += count;
}
for(var idx in this.users){
var user = this.users[idx];
var result = {};
result.rating = 0;
if (!userMap[user])
userMap[user] = 0;
if (totalCount){
if(dimension["ranking_method"]=="less is better")
result.rating = 1 - (userMap[user] / totalCount); //TODO : Do based on the flag
else
result.rating = (userMap[user] / totalCount);
}
result.value = userMap[user];
result.displayValue = "" + userMap[user];
result.detailedDisplayValue = userMap[user];
userMap[user] = result;
}
return userMap;
},
processDimension : function (dimension_sys_id, dimension, task){
var result = {};
var dimensionRecord = new GlideRecord("matching_dimension");
dimensionRecord.get(dimension_sys_id);
if(dimensionRecord.dimension_type == "script") {
result = this.processScriptedDimension(dimensionRecord, dimension, task);
} else if(dimensionRecord.dimension_type == "aggregate"){
result = this.processAggregateDimension(dimensionRecord, dimension, task);
} else if(dimensionRecord.dimension_type == "simple"){
result = this.processSimpleDimension(dimensionRecord, dimension, task);
}
this.users = Object.keys(result);
this.dropAgentsPerThreshhold(dimensionRecord, dimension, result);
return result;
},
dropAgentsPerThreshhold : function(dimensionRecord, dimension, result){
//Based on the below/above the set threshold values, drop the agent
if(new CSMUtil().isDebugOn())
gs.log("------ " + dimensionRecord.getDisplayValue() + ":" + dimensionRecord.sys_id + " dropAgentsPerThreshhold threshold=" + dimension.threshold);
if (JSUtil.nil(dimension.threshold))
return;
var idx = 0;
while (idx < this.users.length) {
var user = this.users[idx];
var userResult = result[user];
if ((dimension.ranking_method == "more is better" && userResult.value < dimension.threshold) ||
(dimension.ranking_method == "less is better" && userResult.value > dimension.threshold)) {
delete result[user];
this.users.splice(idx,1);
} else {
idx++;
}
}
return result;
},
logResults : function(results) {
if(gs.nil(this.resourceType))
this.resourceType = "sys_user";
var headerStr1 = "\t User\t\tOverall\t";
var headerStr2="";
for(var i in results.dimensionResults) {
var grDimension = new GlideRecord("matching_dimension");
grDimension.get( results.dimensionResults[i].dimension);
//var dimensionResult = results.dimensionResults[i].result;
headerStr2 += grDimension.getDisplayValue("name") + ":[Rating Value Display Detailed_Display]";
}
for(var userIdx in results.users) {
var user = results.users[userIdx];
var gr = new GlideRecord(this.resourceType);
gr.get(user);
var userName = (" " + gr.getDisplayValue()).slice(-14);
var overAll = (" " + results.overallRating[user].toFixed(2)).slice(-7);
var rowStr2 = "";
for(var i in results.dimensionResults) {
var grDimension = new GlideRecord("matching_dimension");
grDimension.get( results.dimensionResults[i].dimension);
var dimensionResult = results.dimensionResults[i].result;
var userDimensionResult = dimensionResult[user];
var rating = ("\t" + userDimensionResult.rating).slice(-7);
var value = (" " + userDimensionResult.value).slice(-12);
var display = (" " + userDimensionResult.displayValue).slice(-12);
var detailedDisplay = (" " + userDimensionResult.detailedDisplayValue).slice(-45);
rowStr2 += rating + " " + value + " " + display + " " + detailedDisplay + " ";
//rowStr2 = rating + " " + value ;
}
}
},
getAWDataFromDimension:function(){
var sw = new GlideStopWatch();
var tableName = this.getParameter("sysparm_taskTableName");
var taskId = this.getParameter("sysparm_taskSysID");
var selectedDimensions = new JSON().decode(this.getParameter("sysparm_selDimension"));
var selectedDimValues = new JSON().decode(this.getParameter("sysparm_selDimValues"));
var taskGrp = this.getParameter("sysparm_taskGrp");
var assignmentWorkbenchID = this.getParameter("sysparm_assignmentWorkbenchID");
var initialLoad = this.getParameter("sysparm_initialLoad");
var dimensions = {};
var gr = new GlideRecordSecure("matching_dimension_for_assignment");
gr.addQuery('dimension','IN',selectedDimensions.toString());
if(assignmentWorkbenchID){
gr.addQuery('matching_rule',assignmentWorkbenchID);
}
gr.orderBy("order");
gr.query();
while(gr.next()){
var taskFieldValues = [];
if(selectedDimValues && selectedDimValues[gr.getValue("dimension")]){
var valArr = selectedDimValues[gr.getValue("dimension")];
if(valArr && valArr.length > 0){
for(var j = 0;j<valArr.length;j++)
taskFieldValues.push(valArr[j]);
}
}
var initial_load = (initialLoad == "true");
dimensions[gr.getValue("dimension")] =
{
"dimension_type":gr.getValue("dimension_type"),
"weight":gr.getValue("weight"),
"threshold":gr.getValue("threshold"),
"ranking_method":gr.getValue("ranking_method"),
"initialLoad":initial_load,
"loadDefaults" : initial_load,
"taskFieldValues":taskFieldValues,
"args":{}
};
}
var awData = {};
awData.info = [];
var assignmentGroup = taskGrp;
if(JSUtil.nil(taskGrp)){
var infoObj = {};
infoObj.type = "WARNING";
infoObj.msg = "Insufficient data for the request";
var reason = "no group";
infoObj.msg = infoObj.msg + ", reason=" + reason;
awData.info.push(infoObj);
awData.msg = gs.getMessage("Select group to show Recommendation");
awData.result = "failure";
}
else{
var reference = this.getReferenceQuery(taskId);
var grpRecord = new GlideRecordSecure('sys_user_group');
grpRecord.addQuery('sys_id',assignmentGroup);
grpRecord.query();
if(grpRecord.next()){
var assignmentGrpObj = {};
assignmentGrpObj['grpName'] = grpRecord.getValue("name");
assignmentGrpObj['grpId'] = assignmentGroup;
var userDataObj = {};
var userGR = new GlideRecordSecure("sys_user");
var groupGR = userGR.addJoinQuery("sys_user_grmember","sys_id","user");
userGR.setLimit(MAX_AGENTS_PER_GROUP + 1);
userGR.addEncodedQuery(reference);
userGR.addActiveQuery();
groupGR.addCondition("group", assignmentGroup);
userGR.query();
if(new CSMUtil().isDebugOn())
gs.log("MatchingDimensionProcessor::getAWDataFromDimension user count=" + userGR.getRowCount());
var users = [];
while(userGR.next()) {
users.push(userGR.getValue("sys_id"));
}
awData = this.processDimensions(taskId,tableName,dimensions,users);
awData.grpObj = assignmentGrpObj;
}
else{
awData.result = "failure";
awData.msg = gs.getMessage("Invalid group selection");
}
}
var response = new JSON().encode(awData);
if(new CSMUtil().isDebugOn())
sw.log("MatchingDimensionProcessor::getAWDataFromDimension");
return response;
},
getReferenceQuery: function(taskId){
var query = '';
var taskTable = '';
var reference_qual = '';
var taskGR = new GlideRecordSecure("task");
var taskExists = taskGR.get(taskId);
if(taskExists)
taskTable = taskGR.sys_class_name;
//Doing the query again to get the specific ref qualifier for the child table instead of the generic task table one.
var taskTableGR = new GlideRecord(taskTable);
var taskTableExists = taskTableGR.get(taskId);
if(taskTableExists){
var field = taskTableGR.getElement('assigned_to');
reference_qual = field.getED().getReferenceQualifier();
}
if (JSUtil.notNil(reference_qual)) {
if (reference_qual.startsWith("javascript:")) {
var globals = new Packages.java.util.HashMap();
query = GlideEvaluator.evaluateStringWithGlobals(reference_qual, globals);
} else {
query = reference_qual;
}
}
return query;
},
getAWConfig:function(){
var resultString = '';
if (GlidePluginManager.isActive('com.snc.assignment_workbench')) {
var tableName = this.getParameter("sysparm_taskTableName");
var taskId = this.getParameter("sysparm_taskSysID");
var grpName = this.getParameter("sysparm_taskGrpName");
var taskData = {};
taskData['tableName'] = tableName;
taskData['taskId'] = taskId;
taskData['grpName'] = grpName;
var awConfig = MatchingRuleForAssignment.getConfigData(taskData);
resultString = new JSON().encode(awConfig);
}
return resultString;
},
getFilterValues:function(){
var groupSysId = this.getParameter("sysparm_groupSysId");
var criteriaSysId = this.getParameter("sysparm_criteriaSysId");
var filterName = this.getParameter('sysparm_filterName');
var filterParam = {};
filterParam['group_sys_id'] = groupSysId;
filterParam['criteria_sys_id'] = criteriaSysId;
var filterData = new MatchingDimensionFilterProcessor().getFilterData(filterParam);
return new JSON().encode(filterData);
},
// get all the dimensions for matching rule
getConditions : function (table, id) {
var conditions = [];
var gr = new GlideRecord("matching_dimension_for_assignment");
gr.addQuery('assignment_workbench',id);
gr.query();
while (gr.next()) {
conditions.push(gr.getValue("sys_id"));
}
return conditions;
},
_performAssignment: function (taskID, taskTableName, agentID, groupID){
var taskGR = new GlideRecordSecure(taskTableName);
taskGR.addQuery('sys_id',taskID);
taskGR.query();
if(taskGR.next()){
taskGR.setValue("assigned_to", agentID);
taskGR.setValue("assignment_group", groupID);
taskGR.update();
}
},
handleAssign:function(){
var taskSysID = this.getParameter("sysparm_taskSysID");
var taskTableName = this.getParameter("sysparm_taskTableName");
var selectedAgentID = this.getParameter("sysparm_selectedUserID");
var grpId = this.getParameter("sysparm_grpId");
//perform the assignment
this._performAssignment(taskSysID, taskTableName, selectedAgentID, grpId);
var grpName = this.getParameter("sysparm_grpName");
var picked_recommended = this.getParameter("sysparm_picked_recommended");
var selection = this.getParameter("sysparm_selection");
var firstAgent = this.getParameter("sysparm_firstAgent");
var fetchTime = this.getParameter("sysparm_fetchTime");
var renderTime = this.getParameter("sysparm_renderTime");
var reportData = {};
reportData['event.type'] = 'agent.selection';
reportData['selectionType'] = 'manual_assignment';
reportData['taskSysID'] = taskSysID;
reportData['taskTableName'] = taskTableName;
reportData['grpId'] = grpId;
reportData['grpName'] = grpName;
reportData['picked_recommended'] = picked_recommended;
reportData['selection'] = selection;
reportData['firstAgent'] = firstAgent;
reportData['fetchTime'] = fetchTime;
reportData['renderTime'] = renderTime;
var matchingDimensionUtil = new MatchingDimensionUtil();
matchingDimensionUtil.logAnalytics(reportData);
var result = {};
result.success = true;
return new JSON().encode(result);
},
type: 'MatchingDimensionProcessor'
});Sys ID
4ecd401fc32212001c845cb981d3aed7