diff --git a/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/README.md b/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/README.md new file mode 100644 index 0000000000..ef4c38d3db --- /dev/null +++ b/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/README.md @@ -0,0 +1,5 @@ +Adds the Change Request numbers to the work notes of incidents that have the same CI. +Operates on the Incident table as a Before Business Rule. + +Excludes CRs that are closed and cancelled. +Helps agents to quickly identify related changes during incident triage. diff --git a/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/script.js b/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/script.js new file mode 100644 index 0000000000..1ac85cae06 --- /dev/null +++ b/Server-Side Components/Business Rules/Add work notes for relevant Change Requests for Incident/script.js @@ -0,0 +1,24 @@ +(function executeRule(current, previous /*null when async*/) { + + if(current.cmdb_ci){ + var ci = current.cmdb_ci.getValue(); + + var chng = new GlideRecord('change_request'); + chng.addQuery('cmdb_ci', ci); + chng.addQuery('state', '!=', '3'); + chng.addQuery('state', '!=', '4'); + chng.query(); + + var work_notes = ''; + + while(chng.next()){ + work_notes += chng.getValue('number') + '\n'; + } + + if(work_notes){ + current.work_notes = 'Following change requests are associated with the same CI. You can attach one of them.\n' + work_notes; + } + + } + +})(current, previous);