Name
sn_oe_sfs.CIUtil
Description
No description available
Script
var CIUtil = Class.create();
CIUtil.prototype = {
initialize: function() {
this.CI_PRODUCT_TOUR_TYPE = '55ae0554c32111104b8e88c7c840ddfb';
this.CI_PRODUCT_TOUR_STEP_TYPE = '1e13d918c32111104b8e88c7c840ddc4';
this.CONTENT_BLOCK_TABLE = 'sn_ace_content_block';
},
PROGRESS_CARD_CONSTANTS: {
'REMAINING': gs.getMessage('remaining'),
'ACHIEVED': gs.getMessage('Achieved'),
'PROGRESS_TEXT': [{
'range': [0, 20],
'label': gs.getMessage('Off to a good start!')
},
{
'range': [21, 80],
'label': gs.getMessage('Let\'s keep it up!')
},
{
'range': [81, 99],
'label': gs.getMessage('Almost there!')
},
{
'range': [100, 100],
'label': gs.getMessage('Your a machine!')
}
]
},
getBrandingSetupCount: function() {
return this.getRowCount('sys_cs_branding_setup');
},
getProviderCount: function() {
return this.getRowCount('sys_cs_provider');
},
getIntegrationsCount: function() {
return this.getRowCount('sys_cs_provider_application', 'provider=e177dbf3530110102f40ddeeff7b12a7^ORprovider=41a04c42731210104049dec2c4f6a706^ORprovider=7068d549c39310106c9a5230d840dd91');
},
getInstalledTeamsCount: function() {
return this.getRowCount('sys_cs_provider_application', 'provider=e177dbf3530110102f40ddeeff7b12a7');
},
getInstalledSlackCount: function() {
return this.getRowCount('sys_cs_provider_application', 'provider=41a04c42731210104049dec2c4f6a706');
},
getInstalledWorkplaceCount: function() {
return this.getRowCount('sys_cs_provider_application', 'provider=7068d549c39310106c9a5230d840dd91');
},
getContextVariableCount: function() {
return this.getRowCount('sys_cs_virtual_agent_context', 'live_agent_setup=f0acbc4c5f091300e6333654de7313c8');
},
getPreChatSurveyCount: function() {
return this.getRowCount('sys_cs_survey', 'type=prechat^EQ');
},
getTopicContextIntentCount: function() {
return this.getRowCount('sys_cs_context_topic');
},
getSystemMessagesCount: function() {
return this.getRowCount('sys_properties_category_m2m', 'category=4f33892a533e5010ad82ddeeff7b1218');
},
getPortalUrlMappingCount: function() {
return this.getRowCount('sys_cs_portal_url_mapping');
},
getSensitiveDataRegexCount: function() {
return this.getRowCount('sys_sensitive_data_handling_regex');
},
getQuickActionsCount: function() {
return this.getRowCount('quickactions_workspace_action');
},
getTopicRecommendationSettingsCount: function() {
return this.getRowCount('sn_topic_recommend_default_setting');
},
getDeflectionConfigurationCount: function() {
return this.getRowCount('ssa_deflection_configuration', 'activity_context=7b43fb645383201033cdddeeff7b1246');
},
getContextProfileCount: function() {
return this.getRowCount('sys_cs_context_profile');
},
getIARSimulationsCount: function() {
return this.getRowCount('sys_cs_auto_resolution_simulation_configuration');
},
getMessagePreviewCount: function() {
return this.getRowCount('sys_properties', 'name=com.glide.cs.settings.show_message_preview^ORname=com.glide.cs.settings.poll_frequency');
},
getActiveTopicsCount: function() {
return this.getRowCount('sys_cs_topic', 'is_system_topic=false^type!=TOPIC_BLOCK^type!=SETUP_TOPIC^active=true');
},
isSensitiveDataHandlingInstalled: function() {
return GlidePluginManager.isActive('com.glide.sensitive_data_handling');
},
isChatbotInstalled: function() {
return GlidePluginManager.isActive('com.glide.cs.chatbot');
},
isChatbotLiteInstalled: function() {
return GlidePluginManager.isActive('com.glide.cs.chatbot.lite');
},
isTopicRecommenderInstalled: function() {
return GlidePluginManager.isActive('com.snc.va_topic_recommender');
},
isLiveAgentSettingsInstalled: function() {
return GlidePluginManager.isActive('com.glide.cs.live_agent_settings');
},
isProfanityInstalled: function() {
return GlidePluginManager.isActive('com.sn.va.profanity');
},
isQuickActionsInstalled: function() {
return GlidePluginManager.isActive('com.glide.quickactions');
},
isVAAnalyticsInstalled: function() {
return GlidePluginManager.isActive('sn_ci_analytics');
},
isIARInstalled: function() {
return GlidePluginManager.isActive('com.glide.cs.auto_resolution');
},
isConnectSupportInstalled: function() {
return GlidePluginManager.isActive('com.glide.connect.support');
},
isQuickActionsAvailable: function() {
if (CIPlugin.QuickActions().isActive()) {
var actionsGr = new GlideRecord('quickactions_workspace_action');
var quickActionsAvailable = actionsGr.isValid() && actionsGr.canRead();
return quickActionsAvailable;
}
return false;
},
isNluEnabled: function() {
var generalSettingsGR = new GlideRecord("sys_cs_general_settings");
if (generalSettingsGR.isValid()) {
generalSettingsGR.query();
if (generalSettingsGR.next()) {
return generalSettingsGR.getValue('nlu_enabled') == 1;
}
}
return false;
},
isEmailDigestEnabled: function() {
var emailDigestGR = new GlideRecord("sys_cs_email_notification_settings");
emailDigestGR.query();
if (emailDigestGR.next()) {
return emailDigestGR.getValue('enable_email_digest') == 1;
}
return false;
},
isMultipleActiveConversationsEnabled: function() {
var messagingChannelsGr = new GlideRecord('sys_cs_channel');
if (messagingChannelsGr.get('ea0cb816732110104a905ee515f6a7b5')) {
return messagingChannelsGr.getValue('supports_multiple_conversations') == 1;
}
return false;
},
getDefaultConsumerAccountContext: function() {
var gr = new GlideRecord('sys_cs_consumer_account_context');
gr.addQuery('is_default', true);
gr.query();
if (gr.next()) {
if (gr.getValue('short_description')) {
return gr.getValue('short_description');
}
return gr.getValue('name');
}
},
isIarEnabled: function() {
if (CIPlugin.IAR().isActive()) {
var isIarEnabled = gs.getProperty('com.glide.cs.enable_auto_resolution') === 'true';
var autoResolutionGR = new GlideRecordSecure('sys_cs_auto_resolution_configuration');
if (isIarEnabled && autoResolutionGR.isValid()) {
autoResolutionGR.addActiveQuery();
autoResolutionGR.query();
isIarEnabled = autoResolutionGR.hasNext();
}
return isIarEnabled;
}
return false;
},
isDeflectionTrackingEnabled: function() {
return (gs.getProperty("com.glide.cs.va.deflection_tracking.enable") === "true");
},
isAiSearchInitialized: function() {
return new sn_ais.StatusApi().isAisInitialized();
},
isAiSearchEnabled: function() {
return new sn_ais.StatusApi().isAisEnabled();
},
isAiSearchServiceConfigured: function() {
var grS = new GlideAggregate('sys_service');
grS.addQuery('name', 'AISearch');
if (grS.getCount() > 0)
return true;
return false;
},
isLiveAgentEnabled: function() {
var chatSetupGr = new GlideRecord('sys_cs_live_agent_setup');
chatSetupGr.setLimit(1);
chatSetupGr.query();
if (chatSetupGr.next()) {
var liveAgentEnabled = chatSetupGr.getValue('live_agent_enabled');
return liveAgentEnabled == "1";
}
return false;
},
getDeflectionConfigDetails: function(sysId) {
var deflection_configuration_GR = new GlideRecord('ssa_deflection_configuration');
deflection_configuration_GR.addQuery("sys_id", sysId);
deflection_configuration_GR.query();
if (deflection_configuration_GR.next()) {
return {
"id": sysId,
"name": deflection_configuration_GR.getDisplayValue("name")
};
}
return {};
},
getActivityPatternDetails: function(sysId) {
var activityPatternGR = new GlideRecord('ssa_activity_pattern');
activityPatternGR.addQuery("sys_id", sysId);
activityPatternGR.query();
var patternData = {};
if (activityPatternGR.next()) {
patternData.name = activityPatternGR.getValue("name");
patternData.outcome = activityPatternGR.getValue("outcome");
patternData.activity_table = activityPatternGR.primary_activity.activity_source_table.toString();
patternData.feed_conditions = activityPatternGR.primary_activity.feed_conditions.getChoices();
}
return patternData;
},
getRowCount: function(tableName, encodedQuery) {
if (!tableName) {
return 0;
}
var aggregateGr = new GlideAggregate(tableName);
if (encodedQuery) {
aggregateGr.addEncodedQuery(encodedQuery);
}
aggregateGr.addAggregate('COUNT');
aggregateGr.query();
var count = aggregateGr.next() ? aggregateGr.getAggregate('COUNT') : 0;
return count;
},
getLatestVersion: function(scopes) {
var appDetailsMap = {};
var appVersionGr = new GlideRecord("sys_app_version");
appVersionGr.addQuery("block_install", false);
var queryCondition = appVersionGr.addQuery("scope", scopes[0]);
queryCondition.addOrCondition("scope", scopes);
appVersionGr.query();
while (appVersionGr.next()) {
var scopeName = appVersionGr.getValue("scope");
var app = {};
app.name = appVersionGr.name.toString();
app.version = appVersionGr.getValue("version");
if (
!appDetailsMap.hasOwnProperty(scopeName) ||
(appDetailsMap.hasOwnProperty(scopeName) &&
new sn_appclient.VersionComparator().isUpgrade(
appDetailsMap[scopeName].version,
app.version
))
) {
appDetailsMap[scopeName] = app;
}
}
return appDetailsMap;
},
getLastReviewedDate: function() {
var dateTimeGr;
var generalSettingsGR = new GlideRecordSecure("sys_cs_general_settings");
if (generalSettingsGR.isValid()) {
generalSettingsGR.query();
if (generalSettingsGR.next())
dateTimeGr = new GlideDateTime(generalSettingsGR.sys_updated_on);
}
return dateTimeGr.getDate();
},
isUpdateAvailable: function(scope) {
if (!GlidePluginManager.isActive(scope))
return false;
var appDetailsMap = {};
var storeAppGr = new GlideRecord("sys_app_version");
storeAppGr.addQuery("block_install", false);
storeAppGr.addQuery("scope", scope);
storeAppGr.query();
while (storeAppGr.next()) {
var scopeName = storeAppGr.getValue("scope");
var app = {};
app.name = storeAppGr.name.toString();
app.version = storeAppGr.getValue("version");
if (
!appDetailsMap.hasOwnProperty(scopeName) ||
(appDetailsMap.hasOwnProperty(scopeName) &&
new sn_appclient.VersionComparator().isUpgrade(
appDetailsMap[scopeName].version,
app.version
))
) {
appDetailsMap[scopeName] = app;
}
}
return Object.keys(appDetailsMap).length ? true : false;
},
getDaysPastTheDate: function(dateStr) {
var todayGdr = new GlideDate();
var lastReviewedGdr = new GlideDate();
lastReviewedGdr.setDisplayValue(dateStr);
var duration = GlideDate.subtract(lastReviewedGdr, todayGdr);
return duration.getDayPart();
},
getDaysPastDateTime: function(dateTimeStr) {
var dateTime = new GlideDateTime(dateTimeStr);
var dateStr = dateTime.getDate();
return this.getDaysPastTheDate(dateStr);
},
isBUPluginInstalled: function() {
return (GlidePluginManager.isActive("com.snc.itsm.virtualagent") ||
GlidePluginManager.isActive("com.sn_csm.virtualagent") ||
GlidePluginManager.isActive("com.sn_hr_virtual_agent") ||
this.isAddtnlBUPluginInstalled());
},
isAddtnlBUPluginInstalled: function() {
return (GlidePluginManager.isActive("com.sn_fsm.virtualagent") ||
GlidePluginManager.isActive("com.snc.ppm_virtualagent") ||
GlidePluginManager.isActive("com.sn_lg_virtual_agent") ||
GlidePluginManager.isActive("com.sn_grc_virt_agent") ||
GlidePluginManager.isActive("com.glide.isc_virtualagent"));
},
isAllBUPluginsInstalled: function() {
return (GlidePluginManager.isActive("com.snc.itsm.virtualagent") &&
GlidePluginManager.isActive("com.sn_csm.virtualagent") &&
GlidePluginManager.isActive("com.sn_hr_virtual_agent") &&
this.isAllAddtnlBUPluginsInstalled());
},
isAllAddtnlBUPluginsInstalled: function() {
return (GlidePluginManager.isActive("com.sn_fsm.virtualagent") &&
GlidePluginManager.isActive("com.snc.ppm_virtualagent") &&
GlidePluginManager.isActive("com.sn_lg_virtual_agent") &&
GlidePluginManager.isActive("com.sn_grc_virt_agent") &&
GlidePluginManager.isActive("com.glide.isc_virtualagent"));
},
isInStage1: function() {
var isChatbotInstalled = GlidePluginManager.isActive('com.glide.cs.chatbot');
return !isChatbotInstalled;
},
isInStage2: function() {
var isChatbotInstalled = GlidePluginManager.isActive('com.glide.cs.chatbot');
var isBUPluginInstalled = this.isBUPluginInstalled();
return isChatbotInstalled && !isBUPluginInstalled;
},
isInStage3: function() {
var isChatbotInstalled = GlidePluginManager.isActive('com.glide.cs.chatbot');
var isBUPluginInstalled = this.isBUPluginInstalled();
return isChatbotInstalled && isBUPluginInstalled;
},
getBreadCrumbPathForRoute: function(route, fields, params) {
if (!route) {
return [];
}
if (route.endsWith('/')) {
route = route.slice(0, -1);
}
var experiencePath = new sn_oe_sfs.CIListRecordPropsMetadata().EXPERIENCE_PATH;
var routePath = experiencePath + route;
if (Array.isArray(fields) && fields.length) {
fields.forEach(function(field) {
routePath += '/' + fields[key];
});
}
if (params && Object.keys(params).length) {
routePath += '/params';
Object.keys(params).forEach(function(key) {
if (fields.hasOwnProperty(key)) {
routePath += '/' + key + '/' + fields[key];
}
});
}
return routePath;
},
_getRemainingStatusCount: function(items) {
var count = {
'total': 0,
'remaining': 0
};
try {
if (!items) return count;
var remainingCount = 0;
items.forEach(function(item) {
if (item.props_details && item.props_details.status)
count.remaining += item.props_details.status == 'start' ? 1 : 0;
count.total += 1;
});
return count;
} catch (e) {
return count;
}
},
_getProgressText: function(remaining, total) {
var pConstants = this.PROGRESS_CARD_CONSTANTS;
var progressTextMap = pConstants.PROGRESS_TEXT;
var completed = total - remaining;
var percentageCompleted = parseInt(completed / total * 100);
progressTextMap.forEach(function(progressRange) {
if (percentageCompleted >= progressRange.range[0] && percentageCompleted <= progressRange.range[1]) return progressRange.label;
});
return progressTextMap[0].label;
},
getChecklistCardItemStatus: function(items) {
var pConstants = this.PROGRESS_CARD_CONSTANTS;
var status = this._getRemainingStatusCount(items);
var response = status.remaining == 0 ? {
'badge_color': 'positive',
'badge_label': pConstants.ACHIEVED
} : {
'badge_color': 'info',
'badge_label': status.remaining + ' ' + pConstants.REMAINING
};
return response;
},
getChecklistCardStatus: function(items) {
var _self = this;
var cardCount = {
'total': 0,
'remaining': 0,
'progress_text': null,
'expandedIdx': -1
};
items.forEach(function(item, idx) {
var eachItemStatus = _self._getRemainingStatusCount(item.children);
cardCount.total += eachItemStatus.total;
cardCount.remaining += eachItemStatus.remaining;
if (cardCount.expandedIdx === -1 && eachItemStatus.remaining > 0) {
cardCount.expandedIdx = idx;
}
});
cardCount.progress_text = _self._getProgressText(cardCount.remaining, cardCount.total);
return cardCount;
},
sortChecklistCardItems: function(items) {
items.sort(function(block1, block2) {
if (block1.props_details.status === block2.props_details.status) return parseInt(block1.order) - parseInt(block2.order);
if (block1.props_details.status === 'skip') return 1;
if (block2.props_details.status === 'skip') return -1;
if (block1.props_details.status === 'complete') return 1;
if (block2.props_details.status === 'complete') return -1;
});
return items;
},
getContentBlockContext: function(contentBlockId, contextKey) {
var aceContextUtil = new sn_ace.ACEAppContextUtil();
var contextBlock = this.safeParse(aceContextUtil.getContentBlockContext(contentBlockId));
if (contextKey) {
return contextBlock[contextKey];
} else {
return contextBlock;
}
},
setContentBlockContext: function(contentBlockId, contextValuesToSet) {
if (!contextValuesToSet)
return;
var aceContextUtil = new sn_ace.ACEAppContextUtil();
var contextBlock = this.safeParse(aceContextUtil.getContentBlockContext(contentBlockId));
for (var property in contextValuesToSet) {
contextBlock[property] = contextValuesToSet[property];
}
aceContextUtil.setContentBlockContext(contentBlockId, contextBlock);
},
setCtaCardPropsFromContext: function(ctaCard) {
if (!ctaCard || !ctaCard.block_id)
return;
var cardBlockId = ctaCard.block_id;
var propsFromContext = this.getContentBlockContext(cardBlockId);
ctaCard.props_details = ctaCard.props_details || {};
ctaCard.props_details.dismissed_on = propsFromContext.dismissed_on || '';
ctaCard.props_details.last_action_on = propsFromContext.last_action_on || '';
ctaCard.props_details.last_reviewed_on = propsFromContext.last_reviewed_on || '';
return ctaCard;
},
safeParse: function(json) {
if (!json) {
return {};
}
var isObject = ((typeof json) === 'object');
if (isObject) {
return json;
}
var isString = (Object.prototype.toString.call(json) === '[object String]');
if (isString) {
try {
return JSON.parse(json);
} catch (e) {
return {};
}
}
return {};
},
getTopicId: function(topic) {
if (!topic) return '';
var gr = new GlideRecord('sys_cb_topic');
gr.addQuery('name', topic);
gr.setLimit(1);
gr.query();
if (gr.next())
return gr.getUniqueValue();
return '';
},
isAWAConsoleInStage1: function() {
var isAWAPluginInstalled = GlidePluginManager.isActive('com.glide.awa');
return !isAWAPluginInstalled;
},
getProductTour: function(appId, table) {
try {
var appConfigTable = new sn_ace.ACEAppBuilderMetaData().TABLES.APP_CONFIG;
var appBuilderUtil = new sn_ace.ACEAppBuilderUtil();
var _self = this;
var productTours = appBuilderUtil._getContentBlocks('', {
'document_table': appConfigTable,
'document_id': appId,
'type': this.CI_PRODUCT_TOUR_TYPE
});
var productTour = productTours.reduce(function(acc, item) {
if (item.props_details && item.props_details.target_table && item.props_details.target_table === table) acc = item;
return acc;
}, null);
if (productTour) {
productTour.children = appBuilderUtil._getContentBlocks(productTour.block_id, {
'document_table': appConfigTable,
'document_id': appId,
'type': this.CI_PRODUCT_TOUR_STEP_TYPE
});
}
return productTour;
} catch (e) {
gs.info(e.toString());
gs.info('Failed fetching product tours for App: ' + appId + ' and table: ' + table);
return null;
}
},
isAWABUPluginInstalled: function() {
return GlidePluginManager.isActive('com.snc.incident.awa') ||
GlidePluginManager.isActive('com.sn_customerservice') ||
GlidePluginManager.isActive('com.sn_hr_awa');
},
isAWAConsoleInStage2: function() {
var isAWAPluginInstalled = GlidePluginManager.isActive('com.glide.awa');
return isAWAPluginInstalled && !this.isAWABUPluginInstalled();
},
isAWAConsoleInStage3: function() {
var isAWAPluginInstalled = GlidePluginManager.isActive('com.glide.awa');
return isAWAPluginInstalled && this.isAWABUPluginInstalled();
},
showAWAAffinityCard: function() {
return GlidePluginManager.isActive('com.glide.awa.agent_affinity');
},
showAWAShiftPluginCard: function() {
return GlidePluginManager.isActive('com.sn_shift_planning');
},
showAWAAdvancedSettings: function() {
return this.showAWAAffinityCard() || this.showAWAShiftPluginCard();
},
getAWAHomePlugins: function(payload) {
var result = {
availablePlugins: [],
installedPlugins: []
};
payload.forEach(function(item) {
var link = {
"label": "",
"href": "",
"icon": "open-link-right-outline"
};
link.label = item.displayName;
link.href = item.appLink;
item.isInstalled = GlidePluginManager.isActive(item.id);
if (item.isInstalled)
result.installedPlugins.push(link);
else
result.availablePlugins.push(link);
});
return result;
},
getSSOConfigurationStatus: function() {
var statusLabel, statusColor, statusIcon, buttonLabel;
var azureUtils = new sn_now_azure.MSAzureUtils();
var tenantId = azureUtils.getInstalledTenantID();
var providerAppUtil = new VACommonProviderAppUtil();
var providerApp = tenantId ? providerAppUtil.getProviderApplicationDetails(tenantId) : null;
var providerAppId = providerApp ? providerAppUtil.getProviderApplicationId(tenantId) : null;
var tenantName = providerApp ? providerApp['name'] : '';
var appIdRecordId = tenantId && providerAppId ? this.getTeamsAppIdRecordId(providerAppId) : null;
var buttonLink = gs.getProperty('glide.servlet.uri') + '/sn_now_azure_app_installer.do';
var appId = providerAppId ? sn_cs.VASystemObject.getCustomAdapterPropertyWithHierarchy('app_id', providerAppId) : null;
if (tenantId && providerApp && azureUtils.isAppConsented(azureUtils.getAzureAppId('sso')) && appId && appId != '') {
statusLabel = gs.getMessage('On');
statusColor = 'positive';
statusIcon = 'check-outline';
buttonLabel = 'Manage';
} else {
statusLabel = gs.getMessage('Off');
statusColor = 'gray';
statusIcon = 'ban-outline';
buttonLabel = 'Configure SSO';
}
return {
label: statusLabel,
color: statusColor,
icon: statusIcon,
variant: 'secondary',
tenantName: tenantName,
tenantId: tenantId,
buttonLabel: buttonLabel,
buttonLink: buttonLink,
recordSysId: appIdRecordId,
scope: this.getSessionUserScope()
};
},
getTeamsAppIdRecordId: function(providerAppId) {
var gr = new GlideRecord('sys_cs_custom_adapter_property');
gr.addQuery('name', 'app_id');
gr.addQuery('document_record', providerAppId);
gr.addQuery('document_table', 'sys_cs_provider_application');
gr.query();
if (!gr.next()) {
gr.initialize();
gr.setValue('name', 'app_id');
gr.setValue('value', '');
gr.setValue('document_record', providerAppId);
gr.setValue('document_table', 'sys_cs_provider_application');
gr.setValue('sys_scope', '8be385e4776110105d7b3882a910610e'); // setting the scope to Conversational Integration with Micosoft Teams
gr.insert();
}
return gr.getUniqueValue();
},
getSessionUserScope: function() {
var app = new GlideRecord('sys_scope');
app.get(gs.getSession().getCurrentApplicationId());
return app.getValue('name');
},
type: 'CIUtil'
};Sys ID
921f0389c3d20110fc869bc8a840ddc8