Async Notification with Complex Conditions

1(function executeRule(current, previous /*null when async*/) {
2
3  // Async Business Rules run in background after the transaction completes
4  // Use for notifications, integrations, and non-critical updates
5  // Note: 'previous' is null in async business rules
6
7  try {
8    // Configuration
9    var notificationEnabled = gs.getProperty('custom.notifications.enabled', 'true') === 'true';
10
11    if (!notificationEnabled) {
12      gs.info('Notifications disabled via system property');
13      return;
14    }
15
16    // Determine notification scenarios
17    var shouldNotify = false;
18    var notificationType = '';
19    var recipients = [];
20    var additionalInfo = {};
21
22    // Scenario 1: High-priority incident created
23    if (current.isNewRecord() && current.priority.toString() === '1') {
24      shouldNotify = true;
25      notificationType = 'high_priority_created';
26
27      // Notify assignment group manager
28      if (current.assignment_group) {
29        var groupManager = getGroupManager(current.assignment_group.toString());
30        if (groupManager) {
31          recipients.push(groupManager);
32        }
33      }
34
35      // Notify incident manager role
36      recipients = recipients.concat(getUsersWithRole('incident_manager'));
37
38      additionalInfo.reason = 'High-priority incident requires immediate attention';
39    }
40
41    // Scenario 2: Incident reassigned multiple times (potential issue)
42    if (!current.isNewRecord()) {
43      var reassignmentCount = getReassignmentCount(current.sys_id.toString());
44
45      if (reassignmentCount >= 3) {
46        shouldNotify = true;
47        notificationType = 'excessive_reassignments';
48
49        // Notify service delivery manager
50        recipients = recipients.concat(getUsersWithRole('service_delivery_manager'));
51
52        additionalInfo.reason = 'Incident reassigned ' + reassignmentCount + ' times';
53        additionalInfo.reassignmentCount = reassignmentCount;
54      }
55    }
56
57    // Scenario 3: SLA breach imminent (within 30 minutes)
58    if (current.sla_due) {
59      var slaDue = new GlideDateTime(current.sla_due);
60      var now = new GlideDateTime();
61      var timeUntilDue = GlideDateTime.subtract(now, slaDue);
62      var minutesUntilDue = timeUntilDue.getNumericValue() / (1000 * 60);
63
64      if (minutesUntilDue > 0 && minutesUntilDue <= 30) {
65        shouldNotify = true;
66        notificationType = 'sla_breach_imminent';
67
68        // Notify assigned user and their manager
69        if (current.assigned_to) {
70          recipients.push(current.assigned_to.toString());
71
72          var assigneeManager = current.assigned_to.manager.toString();
73          if (assigneeManager) {
74            recipients.push(assigneeManager);
75          }
76        }
77
78        additionalInfo.reason = 'SLA breach in ' + minutesUntilDue.toFixed(0) + ' minutes';
79        additionalInfo.minutesUntilDue = minutesUntilDue.toFixed(0);
80      }
81    }
82
83    // Scenario 4: VIP caller incident
84    if (current.caller_id && current.caller_id.vip.toString() === 'true') {
85      shouldNotify = true;
86      notificationType = 'vip_incident';
87
88      // Notify VIP support team
89      recipients = recipients.concat(getUsersInGroup('VIP Support'));
90
91      // Notify caller's account manager if exists
92      if (current.caller_id.u_account_manager) {
93        recipients.push(current.caller_id.u_account_manager.toString());
94      }
95
96      additionalInfo.reason = 'VIP caller requires priority attention';
97    }
98
99    // Scenario 5: Incident age threshold exceeded
100    if (current.opened_at) {
101      var opened = new GlideDateTime(current.opened_at);
102      var now = new GlideDateTime();
103      var age = GlideDateTime.subtract(opened, now);
104      var ageHours = Math.abs(age.getNumericValue()) / (1000 * 60 * 60);
105
106      // Notify if incident open > 48 hours
107      if (ageHours > 48 && current.state.toString() !== '6') {  // Not resolved
108        shouldNotify = true;
109        notificationType = 'aging_incident';
110
111        // Notify assignment group and manager
112        if (current.assignment_group) {
113          recipients = recipients.concat(getGroupMembers(current.assignment_group.toString()));
114        }
115
116        additionalInfo.reason = 'Incident open for ' + ageHours.toFixed(0) + ' hours';
117        additionalInfo.ageHours = ageHours.toFixed(0);
118      }
119    }
120
121    // Send notifications if needed
122    if (shouldNotify && recipients.length > 0) {
123      // Remove duplicates
124      recipients = removeDuplicates(recipients);
125
126      // Send notification to each recipient
127      recipients.forEach(function(recipientId) {
128        sendNotification(recipientId, current, notificationType, additionalInfo);
129      });
130
131      gs.info('Sent ' + notificationType + ' notifications for incident ' + 
132              current.number + ' to ' + recipients.length + ' recipients');
133    }
134
135  } catch (e) {
136    gs.error('Async notification BR error for incident ' + current.number + ': ' + e.message);
137  }
138
139  // Helper functions
140  function getGroupManager(groupId) {
141    var grGroup = new GlideRecord('sys_user_group');
142    if (grGroup.get(groupId) && grGroup.manager) {
143      return grGroup.manager.toString();
144    }
145    return null;
146  }
147
148  function getUsersWithRole(roleName) {
149    var users = [];
150    var grUserRole = new GlideRecord('sys_user_has_role');
151    grUserRole.addQuery('role.name', roleName);
152    grUserRole.addQuery('user.active', 'true');
153    grUserRole.query();
154
155    while (grUserRole.next()) {
156      users.push(grUserRole.user.toString());
157    }
158    return users;
159  }
160
161  function getUsersInGroup(groupName) {
162    var users = [];
163    var grGroup = new GlideRecord('sys_user_group');
164    grGroup.addQuery('name', groupName);
165    grGroup.query();
166
167    if (grGroup.next()) {
168      var grMember = new GlideRecord('sys_user_grmember');
169      grMember.addQuery('group', grGroup.sys_id);
170      grMember.query();
171
172      while (grMember.next()) {
173        users.push(grMember.user.toString());
174      }
175    }
176    return users;
177  }
178
179  function getGroupMembers(groupId) {
180    var users = [];
181    var grMember = new GlideRecord('sys_user_grmember');
182    grMember.addQuery('group', groupId);
183    grMember.query();
184
185    while (grMember.next()) {
186      users.push(grMember.user.toString());
187    }
188    return users;
189  }
190
191  function getReassignmentCount(incidentId) {
192    var ga = new GlideAggregate('sys_audit');
193    ga.addQuery('tablename', 'incident');
194    ga.addQuery('documentkey', incidentId);
195    ga.addQuery('fieldname', 'assignment_group');
196    ga.addAggregate('COUNT');
197    ga.query();
198
199    if (ga.next()) {
200      return parseInt(ga.getAggregate('COUNT'));
201    }
202    return 0;
203  }
204
205  function removeDuplicates(arr) {
206    return arr.filter(function(item, index) {
207      return arr.indexOf(item) === index;
208    });
209  }
210
211  function sendNotification(userId, incident, type, info) {
212    // Create notification using gs.eventQueue or direct email
213    gs.eventQueue('custom.incident.notification', incident, userId, type, 
214                  JSON.stringify(info));
215
216    // Alternative: Send email directly
217    /*

218  }
219
220})(current, previous);
221      email.setSubject('Incident Alert: ' + incident.number);
222      email.setBody('Alert Type: ' + type + '\nReason: ' + info.reason);
223      email.addAddress(grUser.email.toString());
224      email.send();
225    }
226    */
227  }
228
229})(current, previous);