Name
sn_sow_on_call.OnCallEscalationSOWUtilSNC
Description
No description available
Script
var OnCallEscalationSOWUtilSNC = Class.create();
OnCallEscalationSOWUtilSNC.prototype = {
initialize: function () { },
getEscalationDetails: function (source, table) {
var escalationDetails = new global.OnCallEscalationUtil().setCheckAccess(true).getEscalations(source, table, '');
var escData = this.formatEscalationData(escalationDetails, source, table);
var ocCommon = new global.OnCallCommon();
if (ocCommon.getDirection)
escData.direction = new global.OnCallCommon().getDirection() || 'ltr';
else
escData.direction = 'ltr';
return escData;
},
_getUserLocation: function (userSysId) {
var userGr = new GlideRecord('sys_user');
if (!userGr.get(userSysId)) return "";
if (!gs.nil(userGr.getValue('location'))) {
var city = userGr.location.city ? userGr.location.city.getDisplayValue() : "";
var state = userGr.location.state ? userGr.location.state.getDisplayValue() : "";
if (city && state) return gs.getMessage("{0}, {1}", [city, state]);
else return city ? city : state;
}
return "";
},
getDuration: function (start, end, getSecs) {
if (!start && !end)
return 0;
var gdtStart = start ? new GlideDateTime(start) : new GlideDateTime();
var gdtEnd = end ? new GlideDateTime(end) : new GlideDateTime();
if (gdtStart.after(gdtEnd))
gdtStart = gdtEnd;
var duration = GlideDateTime.subtract(gdtStart, gdtEnd);
return getSecs ? Math.abs((gdtEnd.getNumericValue() - gdtStart.getNumericValue()) / 1000) : duration.getDisplayValue();
},
_getDateTimeJS: function (dateTimeStr) {
var gdt = new GlideDateTime();
gdt.setDisplayValue(dateTimeStr);
return {
value: gdt.getValue(),
display_value: gdt.getDisplayValue(),
display_value_internal: gdt.getDisplayValueInternal(),
display_value_relative: {}
};
},
_computeCompletedEscAttempt: function(escAttempts, escLevelDetails, escEndTime, escIdx, isActiveEscalation) {
var that = this;
var newAttempts = {};
var rejectCount = 0;
if (escAttempts && Object.keys(escAttempts))
for (var jdx = 0; jdx < Object.keys(escAttempts).length; jdx++) {
var attempt = escAttempts[Object.keys(escAttempts)[jdx]];
var isAcceptedAttempt = false;
var isAcknowledged = false;
var lastAttemptObj = {};
var newAttemptArr = [];
lastAttemptObj.status = "sent";
lastAttemptObj.channels = [];
var respValues = ["accepted", "rejected"];
for (var idx = 0; idx < respValues.length; idx++) {
var expectedResponse = respValues[idx];
newAttemptArr = [];
//acknowledged scenario
for (var kdx = 0; kdx < attempt.length; kdx++) {
newAttemptArr.push(attempt[kdx]);
if (attempt[kdx].responded_atVal && attempt[kdx].responseVal && (attempt[kdx].responseVal.value).includes(expectedResponse)) {
isAcceptedAttempt = true;
lastAttemptObj.response = JSON.parse(JSON.stringify(attempt[kdx].responseVal));
lastAttemptObj.response.value = expectedResponse;
if (expectedResponse === "rejected") rejectCount++;
lastAttemptObj.attempted_at = that._getDateTimeJS(attempt[kdx].responded_atVal.display_value);
lastAttemptObj.responseTime = attempt[kdx].responseTimeVal;
lastAttemptObj.contact_attempt = (newAttemptArr.length + 1) + "";
lastAttemptObj.responded_at = that._getDateTimeJS(attempt[kdx].responded_atVal.display_value);
for (var channelIdx = 0; channelIdx < attempt[kdx].channels.length; channelIdx++) {
if (attempt[kdx].channels[channelIdx].response && attempt[kdx].channels[channelIdx].response.value === expectedResponse) {
lastAttemptObj.respondedChannel = attempt[kdx].channels[channelIdx];
break;
}
}
newAttemptArr.push(lastAttemptObj);
isAcknowledged = true;
break;
}
}
if (isAcceptedAttempt) break;
}
if (!isActiveEscalation && !isAcknowledged) {
newAttemptArr = [];
//unacknowledged scenario
if (escIdx < (escLevelDetails.length - 1)) {
if (escLevelDetails[escIdx + 1] && escLevelDetails[escIdx + 1].sys_created_on.display_value)
lastAttemptObj.attempted_at = that._getDateTimeJS(escLevelDetails[escIdx + 1].sys_created_on.display_value);
else if (escLevelDetails[escIdx + 1] && escLevelDetails[escIdx + 1].roster_details && escLevelDetails[escIdx + 1].roster_details.notifications && escLevelDetails[escIdx + 1].roster_details.notifications.repeats && escLevelDetails[escIdx + 1].roster_details.notifications.repeats.length)
lastAttemptObj.attempted_at = that._getDateTimeJS(escLevelDetails[escIdx + 1].roster_details.notifications.repeats[0].contact_eta ? escLevelDetails[escIdx + 1].roster_details.notifications.repeats[0].contact_eta.display_value : escLevelDetails[escIdx + 1].roster_details.notifications.repeats[0].contacted_at.display_value);
else lastAttemptObj.attempted_at = that._getDateTimeJS(escLevelDetails[escIdx + 1].roster_details.notifications.escalated_at.display_value);
lastAttemptObj.contact_attempt = attempt.length + 1;
} else {
lastAttemptObj.attempted_at = that._getDateTimeJS(escEndTime.display_value);
lastAttemptObj.contact_attempt = attempt.length + 1;
}
attempt.push(lastAttemptObj);
}
newAttempts[Object.keys(escAttempts)[jdx]] = (newAttemptArr && newAttemptArr.length > 0) ? newAttemptArr : attempt;
}
return {
newAttempts: newAttempts,
rejectCount: rejectCount
};
},
formatCommunicationType: function (communication) {
var communicationType = communication.communication_type.value;
var obj = {};
obj["type"] = communicationType;
obj["status"] = communication.status.value;
if (communication.response) {
obj.response = communication.response;
}
if (communicationType === "voice") {
var number = communication.escalatee_type.value == 'user' ? communication.user.contact_number : communication.device.phone_number.value;
obj["voice"] = number ? number : gs.getMessage("Not available");
obj.label = gs.getMessage("Voice");
}
if (communicationType === "sms") {
var number = communication.escalatee_type.value == 'user' ? communication.user.contact_number : communication.device.phone_number.value;
obj["sms"] = number ? number : gs.getMessage("Not available");
obj.label = gs.getMessage("SMS");
}
if (communicationType === "conference_escalation") {
obj["conference_escalation"] = gs.getMessage("Conference escalation");
obj.label = "";
if (communication.conference_service_provider && communication.conference_service_provider.display_value)
obj.label = communication.conference_service_provider.display_value;
}
if (communicationType === "email" || communicationType === "teams" || communicationType === "slack") {
var emailId = communication.escalatee_type.value == 'user' ? communication.user.email : communication.device.email_address.value;
switch (communicationType) {
case 'slack':
obj.label = gs.getMessage("Slack");
obj.slack = emailId ? emailId : gs.getMessage("Not available");
break;
case 'email':
obj.label = gs.getMessage("Email");
obj.email = emailId ? emailId : gs.getMessage("Not available");
break;
case 'teams':
obj.teams = emailId ? emailId : gs.getMessage("Not available");
obj.label = gs.getMessage("Microsoft Teams");
break;
}
}
if (communicationType === "mobile_notification") {
obj.mobile_notification = "";
obj.label = gs.getMessage("Mobile push");
}
return obj;
},
getEscalationCommunicationData: function (communication, attempts, contactAttempt, firstContactedAt) {
var that = this;
var escalateeType = communication.escalatee_type.value;
var communicationId = (escalateeType === "user") ? ((communication.user && communication.user.sys_id) ? communication.user.sys_id : "") : ((communication.device && communication.device.sys_id && communication.device.sys_id.value) ? communication.device.sys_id.value : "");
var escComm = {};
communication.attempted_at ? escComm.attempted_at = that._getDateTimeJS(communication.attempted_at.display_value) : null;
escComm.status = communication.status.value;
escComm.contact_attempt = contactAttempt;
var channels = [];
var formattedCommunicationType = that.formatCommunicationType(communication);
channels.push(formattedCommunicationType);
escComm.channels = channels;
if (!(communicationId in attempts)) attempts[communicationId] = [escComm];
if (communicationId in attempts) {
var isAttemptIncluded = false;
for (var idx = 0; idx < attempts[communicationId].length; idx++) {
var escContactAttempt = attempts[communicationId][idx];
if (escContactAttempt.contact_attempt + "" === contactAttempt + "") {
var availableChannels = [];
escContactAttempt.channels.forEach(function (channel) {
availableChannels.push(channel['type']);
});
if (availableChannels.indexOf(formattedCommunicationType['type']) === -1) {
attempts[communicationId][idx].channels.push(formattedCommunicationType);
}
isAttemptIncluded = true;
}
}
}
if (!isAttemptIncluded) attempts[communicationId].push(escComm);
return;
},
_getShiftCatchAllTime: function (shiftGr) {
if (!shiftGr) return 0;
return new global.OnCallEscalationUtilSNC().getCatchAllWaitTime(shiftGr);
},
formatEscalateeUserDetails: function (userData, response) {
var escalateeData = {};
escalateeData.escalatee_type = "user";
escalateeData.user = userData.user;
if (userData.user && userData.user.sys_id) escalateeData.user.location = this._getUserLocation(userData.user.sys_id);
if (response) escalateeData.response = response;
return escalateeData;
},
formatEscalateeDeviceDetails: function (deviceData, response) {
var escalateeData = {};
escalateeData.escalatee_type = "device";
escalateeData.device = deviceData;
if (response) escalateeData.response = response;
return escalateeData;
},
formatEscalateeGroupDetails: function (groupData, escalationId) {
var escalateeData = {};
escalateeData.escalationId = escalationId;
escalateeData.escalatee_type = "group";
escalateeData.group = groupData;
if (groupData.response) escalateeData.response = groupData.response;
return escalateeData;
},
formatEscalationAudienceDetails: function (escLevelData) {
var escAudiences;
var that = this;
var escalatees = [];
if (escLevelData.escAudiences) escAudiences = escLevelData.escAudiences;
else return [];
var userDetails = escAudiences.userDetails;
var deviceDetails = escAudiences.deviceDetails;
var groupDetails = escAudiences.groupDetails;
if (userDetails.length > 0)
userDetails.forEach(function (userData) {
escalatees.push(that.formatEscalateeUserDetails(userData));
});
if (deviceDetails.length > 0)
deviceDetails.forEach(function (deviceData) {
escalatees.push(that.formatEscalateeDeviceDetails(deviceData));
});
if (groupDetails.length > 0 && escLevelData.status === "pending")
groupDetails.forEach(function (groupData) {
escalatees.push(that.formatEscalateeGroupDetails(groupData));
});
if (escLevelData.status === "active" && escLevelData.additional_escalations) {
var additionalEscalatees = escLevelData.additional_escalations;
if (additionalEscalatees && additionalEscalatees.length > 0)
additionalEscalatees.forEach(function (additionalEscalatee) {
var isGroupIncluded = false;
var groupId = (additionalEscalatee.group && additionalEscalatee.group.sys_id && additionalEscalatee.group.sys_id.value) ? additionalEscalatee.group.sys_id.value : "";
if (groupId) {
escalatees.forEach(function (esGroup) {
if (esGroup.escalatee_type === "group" && esGroup.group && esGroup.group.sys_id && esGroup.group.sys_id.value && esGroup.group.sys_id.value === groupId) {
isGroupIncluded = true;
}
});
} !isGroupIncluded ? escalatees.push(that.formatEscalateeGroupDetails(additionalEscalatee.group, additionalEscalatee.escalation_id)) : null;
});
}
return escalatees;
},
_getEscalationGr: function (escalationSysId) {
var escalationGr = new GlideRecord("on_call_escalation");
if (!escalationGr.get(escalationSysId)) return null;
return escalationGr;
},
_getEscalationEndedStatus: function (escalationGr, rotaId) {
var wfContextGr = new GlideRecord("wf_context");
var wfContextId = escalationGr.getValue("workflow_context");
wfContextGr.get('parent.sys_id', wfContextId);
if (wfContextGr.hasNext()) {
var wcGr = new GlideRecord("wf_context");
wcGr.addQuery('parent.sys_id', wfContextId);
wcGr.query();
while (wcGr.next())
if (wcGr.scratchpad.currentRotaID === rotaId) return wcGr;
}
else wfContextGr.get(wfContextId);
return wfContextGr;
},
formatEscalationData: function (escalationDetails, source, table) {
var that = this;
var isActive = false;
var isAccepted = true;
var minRemainingTime = Infinity;
var formattedEscData = [];
for (var i = 0; i < escalationDetails.length; i++) {
var currentEscalation = escalationDetails[i];
var shiftDetails = currentEscalation.shifts;
for (var j = 0; j < shiftDetails.length; j++) {
var escalationData = {};
escalationData.isEscalationAccepted = false;
escalationData.recordSysId = source;
escalationData.isCatchAllIncluded = false;
escalationData.table = table;
escalationData.escalation_id = currentEscalation.sys_id.value;
escalationData.group = currentEscalation.group;
if (currentEscalation.group && currentEscalation.group.manager && currentEscalation.group.manager.value)
escalationData.group.manager.location = this._getUserLocation(currentEscalation.group.manager.value);
escalationData.category = currentEscalation.category;
escalationData.start_time = this._getDateTimeJS(currentEscalation.start_time.display_value);
escalationData.end_time = this._getDateTimeJS(currentEscalation.end_time.display_value);
escalationData.isEscalationActive = true;
escalationData.elapsedTime = new GlideDateTime(currentEscalation.start_time.value).getNumericValue();
var escalationGr = this._getEscalationGr(currentEscalation.sys_id.value);
var firstActiveStepStartTimeGdt;
if (currentEscalation.end_time.value) {
var levels = currentEscalation.shifts[j].escalation_levels;
if (levels && levels.length > 0 && levels[levels.length - 1].level_end_time && levels[levels.length - 1].level_end_time.value)
escalationData.totalElapsedTime = this.getDuration(currentEscalation.start_time.value, levels[levels.length - 1].level_end_time.value, false);
else
escalationData.totalElapsedTime = this.getDuration(currentEscalation.start_time.value, currentEscalation.end_time.value, false);
escalationData.isEscalationActive = false;
} else {
var wfContextGr = this._getEscalationEndedStatus(escalationGr, shiftDetails[j].sys_id.value);
if (wfContextGr.getValue('state') === "finished") {
var gdt = new GlideDateTime(wfContextGr.getValue('ended'));
escalationData.end_time = this._getDateTimeJS(gdt.getDisplayValue());
escalationData.isEscalationActive = false;
escalationData.totalElapsedTime = this.getDuration(currentEscalation.start_time.value, escalationData.end_time.value, false);
}
}
if ((currentEscalation.status && currentEscalation.status.value && currentEscalation.status.value === "cancelled") || (escalationGr.workflow_context.state + "" === "cancelled")) {
escalationData.escalationStatus = {
value: "cancelled",
display_value: gs.getMessage("Cancelled")
};
}
//check if escalation is active (overlapping shift)
var currentShift = shiftDetails[j];
escalationData.shiftSysId = currentShift.sys_id.value;
var shiftGr = this.getShiftGr(currentShift.sys_id.value);
escalationData.shiftName = currentShift.name;
if (currentShift.is_custom_escalation)
escalationData.escalation_set = currentShift.escalation_set;
var escLevelDetails = currentShift.escalation_levels;
escalationData.escalationSteps = [];
var totalEstimatedTime = 0;
var prevEscEndedTime;
for (var idx = 0; idx < escLevelDetails.length; idx++) {
var esclevelData = {};
var currentEscalationLevel = escLevelDetails[idx];
esclevelData.status = currentEscalationLevel.status;
esclevelData.roster = {};
/* handle custome escalation */
currentEscalationLevel.custom_escalation_step ? esclevelData.custom_escalation_step = currentEscalationLevel.custom_escalation_step.display_value : '';
currentEscalationLevel.escalation_type ? esclevelData.escalation_type = currentEscalationLevel.escalation_type : '';
if (!currentEscalationLevel.roster_details.catch_all && currentEscalationLevel.roster) esclevelData.roster = currentEscalationLevel.roster;
if (currentEscalationLevel.escalation_set) esclevelData.escalation_type = currentEscalationLevel.escalation_set;
var escalationRemainingTime;
var escAttempts = that.getEscalationContactAttempts(currentEscalationLevel, prevEscEndedTime);
esclevelData.esc_attempts = escAttempts;
esclevelData.reject_count = 0;
var rosterNotifications = currentEscalationLevel.roster_details.notifications;
if (currentEscalationLevel.status === "complete" || (escalationData.end_time && escalationData.end_time.value && currentEscalationLevel.status === "active")) {
var escalateesData = [];
var commResponse;
var respAdded;
// Override the status for overlapping scenario, when the escalation for a shift ends earlier
esclevelData.status = "complete";
var communications = currentEscalationLevel.contact_attempts[0].communications;
esclevelData.response_type = currentEscalationLevel.response_type;
communications.forEach(function (communication) {
var escalateeType = (communication.escalatee_type.value).toLowerCase();
var escId = (escalateeType === "user" && communication.user && communication.user.sys_id) ? communication.user.sys_id : communication.device.sys_id.value;
if (esclevelData.esc_attempts[escId]) {
commResponse = {};
var atmpts = esclevelData.esc_attempts[escId];
respAdded = false;
for (var atmptIdx = 0; atmptIdx < atmpts.length; atmptIdx++) {
var resp = atmpts[atmptIdx];
if (resp.channels && resp.channels.length > 0) {
var channels = resp.channels;
for (var channelIdx = 0; channelIdx < channels.length; channelIdx++) {
if (channels[channelIdx] && channels[channelIdx].response && (channels[channelIdx].response.value === "accepted" || channels[channelIdx].response.value === "rejected")) {
commResponse = channels[channelIdx];
respAdded = true;
break;
}
}
}
if (respAdded) break;
}
var isEscalateeIncluded = false;
if (escalateeType === "user") {
escalateesData.forEach(function (esUser) {
if (esUser.escalatee_type === "user" && esUser.user && esUser.user.sys_id && esUser.user.sys_id === escId) isEscalateeIncluded = true;
});
!isEscalateeIncluded ? escalateesData.push(that.formatEscalateeUserDetails(communication, commResponse.response ? commResponse.response : "")) : null;
} else {
escalateesData.forEach(function (esDevice) {
if (esDevice.escalatee_type === "device" && esDevice.device && esDevice.device.sys_id && esDevice.device.sys_id.value && esDevice.device.sys_id.value === escId) isEscalateeIncluded = true;
});
!isEscalateeIncluded ? escalateesData.push(that.formatEscalateeDeviceDetails(communication.device, commResponse.response ? commResponse.response : "")) : null;
}
}
});
var additionalEscalatees = currentEscalationLevel.additional_escalations;
if (additionalEscalatees && additionalEscalatees.length > 0)
additionalEscalatees.forEach(function (additionalEscalatee) {
var isGroupIncluded = false;
var groupId = (additionalEscalatee.group && additionalEscalatee.group.sys_id && additionalEscalatee.group.sys_id.value) ? additionalEscalatee.group.sys_id.value : "";
if (groupId) {
escalateesData.forEach(function (esGroup) {
if (esGroup.escalatee_type === "group" && esGroup.group && esGroup.group.sys_id && esGroup.group.sys_id.value && esGroup.group.sys_id.value === groupId) {
isGroupIncluded = true;
}
});
} !isGroupIncluded ? escalateesData.push(that.formatEscalateeGroupDetails(additionalEscalatee.group, additionalEscalatee.escalation_id)) : null;
});
if (!currentEscalationLevel.total_time && (escalationData.end_time && escalationData.end_time.value && currentEscalationLevel.status === "active")) {
if (rosterNotifications && rosterNotifications.overallTimeSec) {
//In case of overlapping shifts, calculate elapsed time for the shift which ended earlier. Parsing of seconds is done on client side
var totalTimeDuration = new GlideDuration(rosterNotifications.overallTimeSec * 1000);
esclevelData.total_time = totalTimeDuration.getDisplayValue();
}
} else
esclevelData.total_time = currentEscalationLevel.total_time;
esclevelData.escalatees = escalateesData;
var escAttemptData = that._computeCompletedEscAttempt(escAttempts, escLevelDetails, escalationData.end_time, idx, false);
esclevelData.esc_attempts = escAttemptData.newAttempts;
esclevelData.reject_count = escAttemptData.rejectCount;
if (currentEscalationLevel.response_type === "accepted") {
esclevelData.reject_count = 0;
escalationData.isEscalationAccepted = true;
escalationData.acceptedEscalation = esclevelData;
escalationData.escalationSteps.push(esclevelData);
break;
}
} else if (currentEscalationLevel.status === "pending" && !(escalationData.end_time && escalationData.end_time.value)) {
if (currentEscalationLevel.escAudiences)
esclevelData.escalatees = that.formatEscalationAudienceDetails(currentEscalationLevel);
if (!(esclevelData.roster && esclevelData.roster.display_value) && currentEscalationLevel.roster_details)
esclevelData.roster.display_value = currentEscalationLevel.roster_details.name;
if (rosterNotifications.repeats.length > 0 && (rosterNotifications.repeats[0].contact_eta || currentEscalationLevel.roster_details.notifications.escalated_at))
esclevelData.contact_eta = that._getDateTimeJS(rosterNotifications.repeats.length > 0 ? rosterNotifications.repeats[0].contact_eta.display_value : currentEscalationLevel.roster_details.notifications.escalated_at.display_value);
else esclevelData.contact_eta = prevEscEndedTime ? that._getDateTimeJS(prevEscEndedTime.display_value) : null;
} else if (currentEscalationLevel.status === "active" && !(escalationData.end_time && escalationData.end_time.value)) {
if (!firstActiveStepStartTimeGdt)
firstActiveStepStartTimeGdt = currentEscalationLevel.sys_created_on;
escalationData.activeStep = idx + 1;
if (currentEscalationLevel.escAudiences)
esclevelData.escalatees = that.formatEscalationAudienceDetails(currentEscalationLevel);
if (currentEscalationLevel.timer) {
esclevelData.remainingTime = new GlideDateTime(currentEscalationLevel.timer.value).getNumericValue();
} else if (currentEscalationLevel.last_contact_at) {
var remainingDiff = that.getDuration(null, currentEscalationLevel.last_contact_at.value, true);
var glideDateTime = new GlideDateTime();
glideDateTime.addSeconds(remainingDiff);
esclevelData.remainingTime = glideDateTime.getNumericValue();
}
var escAttemptData = that._computeCompletedEscAttempt(escAttempts, escLevelDetails, currentEscalation.end_time, idx, true);
esclevelData.esc_attempts = escAttemptData.newAttempts;
esclevelData.reject_count = escAttemptData.rejectCount;
}
if (escalationData.isEscalationAccepted) isAccepted = true;
if (currentEscalationLevel.catch_all) {
escalationData.isCatchAllIncluded = true;
var catchAllContactTime;
if (rosterNotifications.repeats.length > 0) {
catchAllContactTime = (currentEscalationLevel.status === "pending") ? rosterNotifications.repeats[rosterNotifications.repeats.length - 1].contact_eta : rosterNotifications.repeats[rosterNotifications.repeats.length - 1].contacted_at;
} else catchAllContactTime = currentEscalationLevel.roster_details.notifications.escalated_at;
var catchAllTime = that._getShiftCatchAllTime(shiftGr);
var escalationEndTime = (catchAllContactTime && catchAllContactTime.value) ? new GlideDateTime(catchAllContactTime.value) : prevEscEndedTime ? new GlideDateTime(prevEscEndedTime.value) : null;
escalationEndTime.addSeconds(catchAllTime);
esclevelData.roster.display_value = (currentEscalationLevel.roster_details && currentEscalationLevel.roster_details.name) ? currentEscalationLevel.roster_details.name : "";
if (!(escalationData.end_time && escalationData.end_time.value)) {
escalationRemainingTime = new GlideDateTime(escalationEndTime.value).getNumericValue();
esclevelData.remainingTime = escalationRemainingTime;
} else {
esclevelData.status = "complete";
esclevelData.total_time = that.getDuration(catchAllContactTime.value, escalationEndTime.value, false);
}
escalationData.escalation_estimated_end_time = that._getDateTimeJS(escalationEndTime.getDisplayValue());
escalationData.escalation_duration = that.getDuration("", escalationEndTime.value, false);
}
if (esclevelData.remainingTime && esclevelData.remainingTime < minRemainingTime) minRemainingTime = esclevelData.remainingTime;
totalEstimatedTime += escLevelDetails[idx].step_time_sec ? escLevelDetails[idx].step_time_sec : 0;
prevEscEndedTime = currentEscalationLevel.last_contact_at;
escalationData.escalationSteps.push(esclevelData);
}
/* Handle catch all if not included */
if (!gs.nil(shiftGr.getValue('catch_all')) && !currentShift.is_custom_escalation && !escalationData.isCatchAllIncluded && !escalationData.isEscalationAccepted && !(escalationData.end_time && escalationData.end_time.value)) {
var prevEscalation = escalationData.escalationSteps[escalationData.escalationSteps.length - 1];
var lastEscAttempt;
var lastNotificationTime;
if (prevEscalation && Object.keys(prevEscalation.esc_attempts).length) {
lastEscAttempt = Object.keys(prevEscalation.esc_attempts)[Object.keys(prevEscalation.esc_attempts).length - 1];
lastNotificationTime = prevEscalation.esc_attempts[lastEscAttempt][prevEscalation.esc_attempts[lastEscAttempt].length - 1].attempted_at;
if (shiftGr && gs.nil(shiftGr.getValue('catch_all'))) {
escalationData.escalation_estimated_end_time = that._getDateTimeJS(lastNotificationTime.value);
escalationData.escalation_duration = that.getDuration("", lastNotificationTime.value, false);
} else {
var escCatchAllTime = that._getShiftCatchAllTime(shiftGr);
var escalationEndTimeGdt = new GlideDateTime(lastNotificationTime.value);
escalationEndTimeGdt.addSeconds(escCatchAllTime);
escalationData.escalation_estimated_end_time = that._getDateTimeJS(escalationEndTimeGdt.getDisplayValue());
escalationData.escalation_duration = that.getDuration("", escalationEndTimeGdt.value, false);
var catchAllEscData = {};
catchAllEscData.status = "pending";
catchAllEscData.roster = {
display_value: gs.getMessage("Catch All")
}
catchAllEscData.escalatees = [];
catchAllEscData.esc_attempts = {};
catchAllEscData.reject_count = 0;
catchAllEscData.escalatees = [];
catchAllEscData.contact_eta = that._getDateTimeJS(lastNotificationTime.display_value);
escalationData.escalationSteps.push(catchAllEscData);
}
}
}
if (!escalationData.escalation_estimated_end_time) {
var escEndTime;
if (firstActiveStepStartTimeGdt)
escEndTime = new GlideDateTime(firstActiveStepStartTimeGdt.value);
else
escEndTime = new GlideDateTime(escalationData.start_time.value);
escEndTime.addSeconds(totalEstimatedTime);
escalationData.escalation_estimated_end_time = that._getDateTimeJS(escEndTime.getDisplayValue());
escalationData.escalation_duration = that.getDuration("", escEndTime, false);
}
formattedEscData.push(escalationData);
if (escalationData.isEscalationActive) isActive = true;
}
}
return {
formattedEscData: formattedEscData,
isActive: isActive,
isAccepted: isAccepted,
minRemainingTime: minRemainingTime
};
},
getShiftGr: function (shiftId) {
var shiftGr = new GlideRecord('cmn_rota');
if (!shiftGr.get(shiftId)) return null;
return shiftGr;
},
getEscalationContactAttempts: function (escLevel, prevEscEndTime) {
var that = this;
var rosterDetails = escLevel.roster_details.notifications.repeats;
var esclatees = {};
if (escLevel.contact_attempts) {
for (var i = 0; i < escLevel.contact_attempts.length; i++) {
var communications = escLevel.contact_attempts[i].communications;
for (var j = 0; j < communications.length; j++) {
var communication = communications[j];
this.getEscalationCommunicationData(communication, esclatees, escLevel.contact_attempts[i].contact_attempt, escLevel.contact_attempts[i].first_contacted_at);
var contactAttempt = escLevel.contact_attempts[i].contact_attempt;
if (communication.response) {
var escalateeType = communication.escalatee_type.value;
var communicationId = (escalateeType === "user") ? ((communication.user && communication.user.sys_id) ? communication.user.sys_id : "") : ((communication.device && communication.device.sys_id && communication.device.sys_id.value) ? communication.device.sys_id.value : "");
if (escLevel.contact_attempts[0].first_contacted_at && escLevel.contact_attempts[0].first_contacted_at.display_value && communication.responded_at && communication.responded_at.display_value && esclatees && esclatees[communicationId] && esclatees[communicationId][parseInt(contactAttempt) - 1]) {
esclatees[communicationId][parseInt(contactAttempt) - 1].responseTimeVal = that.getDuration(escLevel.contact_attempts[0].first_contacted_at.display_value, communication.responded_at.display_value, false);
esclatees[communicationId][parseInt(contactAttempt) - 1].responded_atVal = that._getDateTimeJS(communication.responded_at.display_value);
}
if (communication.response.value === "accepted" && esclatees && esclatees[communicationId] && esclatees[communicationId][parseInt(contactAttempt) - 1]) {
esclatees[communicationId][parseInt(contactAttempt) - 1].responseVal = communication.response;
}
else if (communication.response.value === "rejected" && esclatees && esclatees[communicationId] && esclatees[communicationId][parseInt(contactAttempt) - 1])
esclatees[communicationId][parseInt(contactAttempt) - 1].responseVal = communication.response;
else if (communication.response.value && esclatees && esclatees[communicationId] && esclatees[communicationId][parseInt(contactAttempt) - 1])
esclatees[communicationId][parseInt(contactAttempt) - 1].responseVal = communication.response;
}
}
}
}
if (escLevel.pending_preferences) {
escLevel.pending_preferences.forEach(function (pref) {
var escalateeId = pref.sys_id;
var escalateeType = pref['type'];
var email = '';
var number = '';
if (escalateeType === 'user') {
var users = escLevel.escAudiences.userDetails;
for (var i = 0; i < users.length; i++) {
var user = users[i].user;
if (user && user.sys_id && user.sys_id === escalateeId) {
email = user.email ? user.email : gs.getMessage('Not available');
number = user.contact_number ? user.contact_number : gs.getMessage('Not available');
break;
}
}
}
if (escalateeType === 'device') {
var devices = escLevel.escAudiences.deviceDetails;
for (var i = 0; i < devices.length; i++) {
var device = devices[i];
if (device && device.sys_id && device.sys_id.value && device.sys_id.value === escalateeId) {
email = (device.email_address && device.email_address.display_value) ? device.email_address.display_value : gs.getMessage('Not available');
number = (device.phone_number && device.phone_number.display_value) ? device.phone_number.display_value : gs.getMessage('Not available');
break;
}
}
}
var obj = {};
if (rosterDetails.length > 0 && (rosterDetails[pref.contact_attempt - 1].contact_eta || rosterDetails[pref.contact_attempt - 1].contacted_at)) {
obj.attempted_at = that._getDateTimeJS(rosterDetails[pref.contact_attempt - 1].contact_eta ? rosterDetails[pref.contact_attempt - 1].contact_eta.display_value : rosterDetails[pref.contact_attempt - 1].contacted_at.display_value);
} else if (escLevel.roster_details.notifications.escalated_at) obj.attempted_at = that._getDateTimeJS(escLevel.roster_details.notifications.escalated_at.display_value);
else obj.attempted_at = prevEscEndTime ? that._getDateTimeJS(prevEscEndTime.display_value) : null;
obj.contact_attempt = pref.contact_attempt;
obj.channels = pref.contact_preferences;
if (pref.contact_preferences.length) {
obj.channels.map(function (channel) {
var channelType = channel['type'];
switch (channelType) {
case 'email':
channel.label = gs.getMessage("Email");
channel.email = email;
break;
case 'teams':
channel.label = gs.getMessage("Microsoft Teams");
channel.email = email;
break;
case 'slack':
channel.label = gs.getMessage("Slack");
channel.email = email;
break;
case 'mobile_notification':
channel.label = gs.getMessage("Mobile push");
channel.mobile_notification = true;
break;
case 'sms':
channel.label = gs.getMessage("SMS");
channel.sms = number;
break;
case 'voice':
channel.label = gs.getMessage("Voice");
channel.voice = number;
break;
}
});
}
if (!(escalateeId in esclatees)) esclatees[escalateeId] = [];
esclatees[escalateeId].push(obj);
});
}
return esclatees;
},
type: 'OnCallEscalationSOWUtilSNC'
};Sys ID
5fd70a2887ee1110a4b9ca29dabb356d