SDM Requests - Set Priority based on category_urgency

[J W]

SDM 14.x

 

Customers have the flip Incident <> Request customization and are not using Priority Calculation at this time for that reason.

 

The requirement being tested is that the default Priority for a Request should be '3' - when submitted by an Employee role via the detail_cr.htmpl.  The Priority is hidden on the form.  This is set via Data Partition.

 

However, the exception is when the Category has a value on the category_urgency field. We then need to set Priority based on some criteria (in development).  For this test, we need to set the Priority to '5' when the category_urgency is '0'.

 

My approach was to modify the emp_change_category_func() which is called by the onChange() event on the Category selection on the form. ( I'm not considering SPEL triggers at this time as it requires system restarts, but may later. )

 

I cannot seem to get the [category.category_urgency] based the Category selected which fires the event.

 

I get the persid using:

 

var cat_persid = document.forms["main_form"].elements["SET.category"].value;

 

and the sym using:

 

var cat_sym=document.getElementsByName("KEY.category")[0].value;

 

The category_urgency isn't currently captured as part of the form, and would be empty anyway during initial ticket creation.

 

Is this a valid approach and I'm missing some syntax or is there a better way?

 

(I need a refresher on the use of SET, KEEP, and KEY in context of the main form and passing to functions!)

 

TIA,

 

J.W.

[Legacy User]

My initial reaction is that a spel trigger is probably the better way to go.  However, for a Javascript solution, one way to access the category_urgency would be to use PDM_LIST early in the form, with a where clause, to build a Javascript array of all categories that have a non-null urgency, with a parallel array of their urgencies, from which your function can look up the urgency when needed.

Hope that helps,

Regards,

James

[J W]

Thanks, James.  I'll look into the PDM_LIST.

 

In the meantime, I started on SPL to handle this as DEV has become available.

 

I can get the category.category_urgency but I can't seem to filter my condition to only the self-service interface .

 

zPCAT_Urg.mod file:

 

OBJECT cr {
     TRIGGERS {
        POST_VALIDATE zPCAT_Urg() 20005 FILTER( EVENT("INSERT UPDATE") && category {} ) ;
    } ;
} ;

 

zPCAT_Urg.spl file:

   

// Setting the request priority based on the category_urgency field and from self-service interface

 

 

cr::zPCAT_Urg(...) {
    if (category.category_urgency == 0  && created_via == 3570)
    {
        send_wait(0, this, "call_attr", "priority", "set_val", 0, "SURE_SET");
        if (msg_error()) { 
            logf(ERROR, "Object was not updated %s", msg[0]);         
            return;
        }
    }
}

 

I've tried setting created_via in the MOD file as well.  I've also tried using the code "WEBSELFSVC".

 

The trigger is firing for both the self-service and analyst web interfaces.  Otherwise, it is working as expected.

 

NOTE:  This test is limited to setting priority to enum '0' if category_urgency enum is '0'.

 

J.W.

[Legacy User]

I wonder if firing POST_CI with filter including '&& created_via == 3570' would differentiate between the self-service and analyst interfaces?

[J W]

James,

 

Turns out jmayer was on the right track.  I forgot the use case was for both initial and update tickets.  The created_via only captures the interface on the initial save.  Once created, it never changes.  (I've been doing too many reports instead of coding) 

 

thanks,

 

J.W.

[JEROME MAYER]

Hi,

the below may give what you are looking for by retrieving interface used by currently logged user.

 

cnt::get_login_user_interface_type());

 

Hope this help

/J

[J W]

Thanks, Jerome.  This was exactly what I needed.  See my reply to James above.

 

Here are the working examples:

 

zPCAT_Urg.mod

 

// Check when a ticket is created or updated and the category is changed

OBJECT cr {
     TRIGGERS {
        POST_VALIDATE zPCAT_Urg() 20005 FILTER( EVENT("INSERT UPDATE") && category {} ) ;
    } ;
} ;

 

zPCAT_Urg.spl

 

// Setting the request priority based on the category_urgency field when from self-service interface
// This use case is to check for an urgency of '0' (1- When Possible) and set Priority to '0' (5 - Under Review)
//
cr::zPCAT_Urg(...) {
    int iInterface;
    iInterface = cnt::get_login_user_interface_type();
    //logf(SIGNIFICANT, cnt::get_login_user_interface_type());
    // The self-service interface value is '1'.  The web (analyst) interface is '3'
    if ( (category.category_urgency == 0) && (iInterface == 1)  )
    {
        send_wait(0, this, "call_attr", "priority", "set_val", 0, "SURE_SET");
        if (msg_error()) {  
            logf(ERROR, "Ticket was not updated for: %s", msg[0]);          
            return;
        };
    };
};