Service Catalog Auto-Create Fulfillment Tasks

1(function executeRule(current, previous /*null when async*/) {
2
3  // Configuration: Define catalog items that require fulfillment tasks
4  var catalogTaskConfig = {
5    // Catalog item sys_id or name: array of task configurations
6    'laptop_request': [
7      {
8        short_description: 'Hardware Procurement - Order Laptop',
9        assignment_group: 'Hardware Procurement',
10        order: 1,
11        estimated_hours: 24,
12        description: 'Order laptop hardware based on user specifications'
13      },
14      {
15        short_description: 'IT Setup - Configure Laptop',
16        assignment_group: 'Desktop Support',
17        order: 2,
18        estimated_hours: 4,
19        description: 'Install OS, applications, and configure per company standards'
20      },
21      {
22        short_description: 'Security Setup - Install Security Software',
23        assignment_group: 'IT Security',
24        order: 3,
25        estimated_hours: 2,
26        description: 'Install antivirus, encryption, and security policies'
27      },
28      {
29        short_description: 'Delivery - Ship to User',
30        assignment_group: 'Facilities',
31        order: 4,
32        estimated_hours: 8,
33        description: 'Package and ship laptop to user location'
34      }
35    ],
36    'new_user_onboarding': [
37      {
38        short_description: 'HR - Setup Employee Record',
39        assignment_group: 'Human Resources',
40        order: 1,
41        estimated_hours: 2,
42        description: 'Create employee record and setup benefits'
43      },
44      {
45        short_description: 'IT - Create User Accounts',
46        assignment_group: 'Identity Management',
47        order: 2,
48        estimated_hours: 1,
49        description: 'Create AD account, email, and assign groups'
50      },
51      {
52        short_description: 'IT - Assign Equipment',
53        assignment_group: 'Desktop Support',
54        order: 3,
55        estimated_hours: 4,
56        description: 'Prepare and assign laptop, phone, and accessories'
57      },
58      {
59        short_description: 'Security - Setup Access Cards',
60        assignment_group: 'Physical Security',
61        order: 4,
62        estimated_hours: 1,
63        description: 'Create badge and setup building access'
64      }
65    ],
66    'application_access_request': [
67      {
68        short_description: 'Security Review - Access Justification',
69        assignment_group: 'IT Security',
70        order: 1,
71        estimated_hours: 2,
72        description: 'Review access request and business justification'
73      },
74      {
75        short_description: 'Manager Approval - Business Need',
76        assignment_group: 'Management',
77        order: 2,
78        estimated_hours: 24,
79        description: 'Manager approval for application access'
80      },
81      {
82        short_description: 'IT - Grant Access',
83        assignment_group: 'Identity Management',
84        order: 3,
85        estimated_hours: 1,
86        description: 'Create account and assign appropriate permissions'
87      }
88    ]
89  };
90
91  try {
92    // Get the catalog item
93    var catalogItem = current.cat_item.getRefRecord();
94    
95    if (!catalogItem) {
96      gs.warn('Service Catalog BR: No catalog item found for request item ' + current.number);
97      return;
98    }
99
100    var catalogItemName = catalogItem.name.toString();
101    var catalogItemSysId = catalogItem.sys_id.toString();
102    
103    // Check if this catalog item has configured tasks
104    var taskConfigs = catalogTaskConfig[catalogItemName] || catalogTaskConfig[catalogItemSysId];
105    
106    if (!taskConfigs) {
107      gs.info('Service Catalog BR: No task configuration found for catalog item: ' + catalogItemName);
108      return;
109    }
110
111    // Get variables from the request for task customization
112    var variables = {};
113    var grVariable = new GlideRecord('sc_item_option_mtom');
114    grVariable.addQuery('request_item', current.sys_id);
115    grVariable.query();
116    
117    while (grVariable.next()) {
118      var varName = grVariable.sc_item_option.item_option_new.name.toString();
119      var varValue = grVariable.sc_item_option.value.toString();
120      variables[varName] = varValue;
121    }
122
123    // Create fulfillment tasks
124    var tasksCreated = 0;
125    var previousTaskId = null;
126    
127    taskConfigs.forEach(function(taskConfig) {
128      var grTask = new GlideRecord('sc_task');
129      grTask.initialize();
130      
131      // Link to request item
132      grTask.request_item = current.sys_id;
133      grTask.parent = current.sys_id;
134      
135      // Basic task information
136      grTask.short_description = taskConfig.short_description;
137      grTask.description = taskConfig.description || '';
138      grTask.order = taskConfig.order || 1;
139      
140      // Assignment
141      if (taskConfig.assignment_group) {
142        var grGroup = new GlideRecord('sys_user_group');
143        if (grGroup.get('name', taskConfig.assignment_group)) {
144          grTask.assignment_group = grGroup.sys_id;
145        } else {
146          gs.warn('Service Catalog BR: Assignment group not found: ' + taskConfig.assignment_group);
147        }
148      }
149      
150      // Copy relevant fields from request item
151      grTask.requested_for = current.requested_for;
152      grTask.opened_by = current.opened_by;
153      grTask.priority = current.priority;
154      grTask.urgency = current.urgency;
155      grTask.impact = current.impact;
156      
157      // State and timing
158      grTask.state = '1';  // Open
159      grTask.active = true;
160      
161      // Calculate due date based on estimated hours
162      if (taskConfig.estimated_hours) {
163        var dueDate = new GlideDateTime();
164        dueDate.addSeconds(taskConfig.estimated_hours * 3600);
165        grTask.due_date = dueDate;
166        grTask.work_notes = 'Estimated effort: ' + taskConfig.estimated_hours + ' hours';
167      }
168      
169      // Set dependency on previous task for sequential execution
170      if (taskConfig.order > 1 && previousTaskId) {
171        grTask.depends_on = previousTaskId;
172        grTask.state = '-5';  // Pending (waiting for dependency)
173      }
174      
175      // Customize task description with variable values
176      var customDescription = grTask.description;
177      
178      // Replace placeholders with actual variable values
179      // Example: Replace {{laptop_type}} with actual value
180      for (var varName in variables) {
181        var placeholder = '{{' + varName + '}}';
182        customDescription = customDescription.replace(new RegExp(placeholder, 'g'), variables[varName]);
183      }
184      
185      grTask.description = customDescription;
186      
187      // Insert the task
188      var taskId = grTask.insert();
189      
190      if (taskId) {
191        tasksCreated++;
192        previousTaskId = taskId;
193        
194        gs.info('Service Catalog BR: Created task ' + grTask.number + 
195               ' for request item ' + current.number);
196        
197        // Send notification to assignment group
198        if (taskConfig.send_notification !== false) {  // Default to true
199          gs.eventQueue('sc_task.assigned', grTask, grTask.assignment_group, taskId);
200        }
201      }
202    });
203    
204    if (tasksCreated > 0) {
205      // Update request item with task count
206      current.work_notes = 'Auto-created ' + tasksCreated + ' fulfillment tasks for ' + catalogItemName;
207      
208      // Optional: Set request item state to work in progress
209      if (current.state.toString() === '1') {  // If still Open
210        current.state = '2';  // Work in Progress
211      }
212      
213      current.update();
214      
215      gs.info('Service Catalog BR: Successfully created ' + tasksCreated + 
216             ' fulfillment tasks for request item ' + current.number);
217      
218      // Optional: Send summary notification to requester
219      gs.eventQueue('sc_request.fulfillment_started', current, current.requested_for, current.sys_id);
220    }
221    
222  } catch (e) {
223    gs.error('Service Catalog Auto-Fulfillment BR error for ' + current.number + ': ' + e.message);
224    
225    // Add error note to request item
226    current.work_notes = 'Error creating fulfillment tasks: ' + e.message;
227    current.update();
228  }
229
230})(current, previous);