GlideAjax Response Handler

var UserInfoUtils = Class.create();
UserInfoUtils.prototype = Object.extendsObject(AbstractAjaxProcessor, {

  /**
   * Get the count of open tickets for a user
   * Called from client via GlideAjax
   *
   * Parameters expected:
   *   sysparm_user_id - sys_id of the user
   *
   * Returns: Number of open incidents (string)
   */
  getUserOpenTickets: function() {
    // Get the user ID parameter from client
    var userId = this.getParameter('sysparm_user_id');

    // Validate input
    if (!userId) {
      return '0';
    }

    // Query for open incidents
    var grIncident = new GlideAggregate('incident');
    grIncident.addQuery('caller_id', userId);
    grIncident.addQuery('active', 'true');
    grIncident.addAggregate('COUNT');
    grIncident.query();

    var count = 0;
    if (grIncident.next()) {
      count = grIncident.getAggregate('COUNT');
    }

    // Return string value (required for GlideAjax)
    return count.toString();
  },

  /**
   * Get detailed user information including tickets and metrics
   *
   * Parameters expected:
   *   sysparm_user_id - sys_id of the user
   *
   * Returns: JSON string with user details
   */
  getUserDetails: function() {
    var userId = this.getParameter('sysparm_user_id');

    if (!userId) {
      return JSON.stringify({error: 'User ID required'});
    }

    // Get user record
    var grUser = new GlideRecord('sys_user');
    if (!grUser.get(userId)) {
      return JSON.stringify({error: 'User not found'});
    }

    // Build response object
    var userDetails = {
      email: grUser.email.toString(),
      phone: grUser.phone.toString(),
      location: grUser.location.toString(),
      department: grUser.department.getDisplayValue(),
      manager: grUser.manager.getDisplayValue(),
      vip: grUser.vip.toString() === 'true',
      openTickets: this._getOpenTicketCount(userId),
      avgResolutionTime: this._getAvgResolutionTime(userId)
    };

    // Return JSON string
    return JSON.stringify(userDetails);
  },

  /**
   * Private helper: Get count of open tickets for user
   * @param {string} userId - sys_id of user
   * @returns {number} count of open tickets
   */
  _getOpenTicketCount: function(userId) {
    var ga = new GlideAggregate('incident');
    ga.addQuery('caller_id', userId);
    ga.addQuery('active', 'true');
    ga.addAggregate('COUNT');
    ga.query();

    if (ga.next()) {
      return parseInt(ga.getAggregate('COUNT'));
    }
    return 0;
  },

  /**
   * Private helper: Calculate average resolution time in days
   * @param {string} userId - sys_id of user
   * @returns {string} average days formatted to 1 decimal
   */
  _getAvgResolutionTime: function(userId) {
    var ga = new GlideAggregate('incident');
    ga.addQuery('caller_id', userId);
    ga.addQuery('closed_at', '!=', '');
    ga.addQuery('sys_created_on', '>', gs.daysAgoStart(90));  // Last 90 days
    ga.addAggregate('AVG', 'calendar_duration');
    ga.query();

    if (ga.next()) {
      var avgDuration = ga.getAggregate('AVG', 'calendar_duration');
      var avgDays = avgDuration / (24 * 60 * 60);  // Convert seconds to days
      return avgDays.toFixed(1);
    }
    return '0.0';
  },

  type: 'UserInfoUtils'
});