Name
sn_customerservice.EscalationUtils
Description
No description available
Script
var EscalationUtils = Class.create();
EscalationUtils.prototype = {
initialize: function() {
},
canRequestEscalation: function(gr) {
var gr_esc = new GlideRecord('sn_customerservice_escalation');
gr_esc.addQuery('source_table', gr.sys_class_name);
gr_esc.addQuery('source_record', gr.sys_id);
gr_esc.addQuery('active', true);
gr_esc.query();
if(!gr_esc.next())
return true;
return false;
},
canRequestDeescalation: function(gr) {
var gr_esc = new GlideRecord('sn_customerservice_escalation');
gr_esc.addQuery('source_table', gr.sys_class_name);
gr_esc.addQuery('source_record', gr.sys_id);
gr_esc.addQuery('state', 101); // escalated
gr_esc.addQuery('active', true);
gr_esc.query();
if (gr_esc.next())
return true;
return false;
},
appendNote: function(escalation, fieldName, newValue, oldValue) {
var gr_source = new GlideRecord(escalation.getValue('source_table'));
gr_source.get(escalation.getValue('source_record'));
if(!gr_source) return;
if(fieldName == "state") {
if(escalation.state == 100) { // Requested
if(gr_source.isValidField('work_notes')){
gr_source.work_notes = gs.getMessage('{0} has requested to escalate this {1}. {2} created.', [gs.getUserDisplayName(), gr_source.getClassDisplayValue(), escalation.getDisplayValue('number')]);
gr_source.update();
}
// create depend on type
if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
escalation.update();
}
} else if(escalation.state == 101) { // Escalated
if(!oldValue) {
// skip approval
if(escalation.getValue('source_table') == 'sn_customerservice_case' || escalation.getValue('source_table') == 'csm_order_case') {
escalation.work_notes = gs.getMessage('Case: {0}\nCase Short Description: {1}\nAccount: {2}\nContact: {3}\nEscalation Phase: {4}', [gr_source.getDisplayValue('number'), gr_source.getDisplayValue('short_description'), gr_source.getDisplayValue('account'), gr_source.getDisplayValue('contact'), escalation.getDisplayValue('escalation_severity')]);
escalation.update();
}
if(gr_source.isValidField('work_notes')){
gr_source.work_notes = gs.getMessage("Escalation {0} has been approved.", [escalation.getDisplayValue('number')]);
}
} else {
if(gr_source.isValidField('work_notes')){
gr_source.work_notes = gs.getMessage("{0} has approved escalation {1}.", [escalation.getDisplayValue('approved_by'), escalation.getDisplayValue('number')]);
}
}
gr_source.update();
} else if(escalation.state == 102) { // Declined
if(gr_source.isValidField('work_notes')){
gr_source.work_notes = gs.getMessage("{0} has declined escalation {1}.", [escalation.getDisplayValue('declined_by'), escalation.getDisplayValue('number')]);
gr_source.update();
}
var declineComments = this.getComments(escalation);
if(declineComments != "") {
escalation.work_notes = gs.getMessage("{0}", [declineComments]);
escalation.update();
}
} else if(escalation.state == 103) { // Closed Escalated
if(gr_source.isValidField('work_notes')){
gr_source.work_notes = gs.getMessage("Escalation {0} has been closed.", [escalation.getDisplayValue('number')]);
gr_source.update();
}
} else if(escalation.state == 104) { // De-escalation Requested
// TBD
}
} else if(fieldName == "escalation_severity") {
if(gr_source.isValidField('work_notes')) {
gr_source.work_notes = gs.getMessage("Escalation {0} phase has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
gr_source.update();
}
} else if(fieldName == "trend") {
if(gr_source.isValidField('work_notes')) {
gr_source.work_notes = gs.getMessage("Escalation {0} trend has changed: {1} was {2}.", [escalation.getDisplayValue('number'), newValue, oldValue]);
gr_source.update();
}
} else if(fieldName == "work_notes" || fieldName == "comments") {
if(gr_source.isValidField('work_notes')) {
gr_source.work_notes = gs.getMessage("Escalation {0} has updated:\n{1}", [escalation.getDisplayValue('number'), newValue]);
gr_source.update();
}
}
},
notifyUsers: function(escalation, fieldName) {
if(fieldName == 'state') {
if(escalation.state == 100) { // Requested
gs.eventQueue('sn_customerservice.escalation.request', current, gs.getUserID(), escalation.sys_id);
} else if(escalation.state == 101) { // Escalated
gs.eventQueue('sn_customerservice.escalation.escalated', current, gs.getUserID(), escalation.sys_id);
} else if(escalation.state == 102) { // Declined
gs.eventQueue('sn_customerservice.escalation.declined', current, gs.getUserID(), escalation.sys_id);
} else if(escalation.state == 103) { // Closed
gs.eventQueue('sn_customerservice.escalation.closed', current, gs.getUserID(), escalation.sys_id);
} else if(escalation.state == 104) { // De-escalation Requested
// TBD
}
} else if (fieldName == 'escalation_severity') {
gs.eventQueue('sn_customerservice.escalation.serchange', current, gs.getUserID(), escalation.sys_id);
} else if (fieldName == 'trend') {
gs.eventQueue('sn_customerservice.escalation.trdchange', current, gs.getUserID(), escalation.sys_id);
} else if (fieldName == 'assignment_group') {
gs.eventQueue('sn_customerservice.escalation.gpchange', current, gs.getUserID(), escalation.sys_id);
} else if (fieldName == 'assigned_to') {
gs.eventQueue('sn_customerservice.escalation.aschange', current, gs.getUserID(), escalation.sys_id);
} else if (fieldName == 'comments') {
gs.eventQueue('sn_customerservice.escalation.cmtchange', current, gs.getUserID(), escalation.sys_id);
}
},
getComments: function(gr_escalation) {
var gr = new GlideRecord('sysapproval_approver');
gr.addQuery('document_id', gr_escalation.sys_id);
gr.query();
while(gr.next()) {
var approval_state = gr.getValue('state');
if(approval_state == 'approved' || approval_state == 'rejected') {
return gr.comments.getJournalEntry(1);
}
}
return "";
},
getQualifier: function(source_table) {
var query = null;
if(source_table == 'sn_customerservice_case' || source_table == 'csm_order_case') { // case escalation
query = "type=0";
} else if (source_table == 'customer_account') { // account escalation
query = "type=1";
}
return query;
},
type: 'EscalationUtils'
};Sys ID
e1f5c542b3500300ff6e6e5f26a8dcf3