GlideAjax Response Handler

1var UserInfoUtils = Class.create();
2UserInfoUtils.prototype = Object.extendsObject(AbstractAjaxProcessor, {
3
4  /**
5   * Get the count of open tickets for a user
6   * Called from client via GlideAjax
7   *
8   * Parameters expected:
9   *   sysparm_user_id - sys_id of the user
10   *
11   * Returns: Number of open incidents (string)
12   */
13  getUserOpenTickets: function() {
14    // Get the user ID parameter from client
15    var userId = this.getParameter('sysparm_user_id');
16
17    // Validate input
18    if (!userId) {
19      return '0';
20    }
21
22    // Query for open incidents
23    var grIncident = new GlideAggregate('incident');
24    grIncident.addQuery('caller_id', userId);
25    grIncident.addQuery('active', 'true');
26    grIncident.addAggregate('COUNT');
27    grIncident.query();
28
29    var count = 0;
30    if (grIncident.next()) {
31      count = grIncident.getAggregate('COUNT');
32    }
33
34    // Return string value (required for GlideAjax)
35    return count.toString();
36  },
37
38  /**
39   * Get detailed user information including tickets and metrics
40   *
41   * Parameters expected:
42   *   sysparm_user_id - sys_id of the user
43   *
44   * Returns: JSON string with user details
45   */
46  getUserDetails: function() {
47    var userId = this.getParameter('sysparm_user_id');
48
49    if (!userId) {
50      return JSON.stringify({error: 'User ID required'});
51    }
52
53    // Get user record
54    var grUser = new GlideRecord('sys_user');
55    if (!grUser.get(userId)) {
56      return JSON.stringify({error: 'User not found'});
57    }
58
59    // Build response object
60    var userDetails = {
61      email: grUser.email.toString(),
62      phone: grUser.phone.toString(),
63      location: grUser.location.toString(),
64      department: grUser.department.getDisplayValue(),
65      manager: grUser.manager.getDisplayValue(),
66      vip: grUser.vip.toString() === 'true',
67      openTickets: this._getOpenTicketCount(userId),
68      avgResolutionTime: this._getAvgResolutionTime(userId)
69    };
70
71    // Return JSON string
72    return JSON.stringify(userDetails);
73  },
74
75  /**
76   * Private helper: Get count of open tickets for user
77   * @param {string} userId - sys_id of user
78   * @returns {number} count of open tickets
79   */
80  _getOpenTicketCount: function(userId) {
81    var ga = new GlideAggregate('incident');
82    ga.addQuery('caller_id', userId);
83    ga.addQuery('active', 'true');
84    ga.addAggregate('COUNT');
85    ga.query();
86
87    if (ga.next()) {
88      return parseInt(ga.getAggregate('COUNT'));
89    }
90    return 0;
91  },
92
93  /**
94   * Private helper: Calculate average resolution time in days
95   * @param {string} userId - sys_id of user
96   * @returns {string} average days formatted to 1 decimal
97   */
98  _getAvgResolutionTime: function(userId) {
99    var ga = new GlideAggregate('incident');
100    ga.addQuery('caller_id', userId);
101    ga.addQuery('closed_at', '!=', '');
102    ga.addQuery('sys_created_on', '>', gs.daysAgoStart(90));  // Last 90 days
103    ga.addAggregate('AVG', 'calendar_duration');
104    ga.query();
105
106    if (ga.next()) {
107      var avgDuration = ga.getAggregate('AVG', 'calendar_duration');
108      var avgDays = avgDuration / (24 * 60 * 60);  // Convert seconds to days
109      return avgDays.toFixed(1);
110    }
111    return '0.0';
112  },
113
114  type: 'UserInfoUtils'
115});