Configure business rule for reassigning tickets
Configure the business rule for reassigning the tickets.
Before you begin
Role required: admin
Procedure
Navigate to All > System Definition > Business Rules.
Click New.
On the form, fill in the fields.
In the Advanced tab, update the Script fields.
| Field | Description |
|---|---|
| Name | Name of the business rule |
| Table | Table to which the ticket should be re-assigned. |
| Active | Check this box |
| Advanced | Check this box |
| Where to run |
Select the fields to which the ticket should be re-assigned. Ex: Assigned to field. |
| Advanced | Script: Copy and paste the script. Modify the values as required.Update the field name in the `assigned_to` if you are using a different value. ``` var importChatUtils = new sn_tcm_collab_hook.MSTeamsImportChatUtils(); var chatUtil = new sn_tcm_collab_hook.MSTeamsChatUtil(); var azureIds = chatUtil.getAzureIds([current.getValue('assigned_to')]); //Update the assigned_to field if required var credentialAlias = chatUtil.getTeamsChatCredentialsAliasGr(); var chats = importChatUtils.getChatsofADocument(current.sys_id); var azureId = ''; if (azureIds && azureIds.azureUserIds && azureIds.azureUserIds.length > 0) azureId = azureIds.azureUserIds[0]; if(gs.nil(azureId)){ gs.addErrorMessage(gs.getMessage('Invalid Azure Id, cannot add user to Chat')); return; } chats.forEach( function(chat) { importChatUtils.addMemberToChat(chat,azureId,credentialAlias, current.getValue('assigned_to')); //Update the assigned_to field if required }); ``` |
- Click Submit.
Parent Topic:Customize IT Service Management integration with ServiceNow