⚙️ ServiceNow — Scripts & Business Logic

┌─────────────────────────────┐         ┌────────────────────────────────┐
│   SERVER (Nashorn/Rhino)    │         │     CLIENT (Browser)           │
│                             │         │                                │
│  Business Rule              │         │  Client Script                 │
│  Script Include             │◄─GlideAjax─►GlideAjax (caller)          │
│  GlideRecord API            │         │  UI Policy                     │
│  Scheduled Job              │         │  UI Action (client-side)       │
│  Notification / Email Event │         │  UI Macro / UI Page            │
│  Inbound Action             │         │  Catalog Client Script         │
└─────────────────────────────┘         └────────────────────────────────┘

// Business Rule: "Auto-set Priority" — Before Insert on incident
// Condition: current.impact == 1 && current.urgency == 1
 
(function executeRule(current, previous) {
    current.priority = 2; // High priority
    current.assignment_group = 'a1b2c3d4...'; // Network Ops sys_id
})(current, previous);

// Business Rule: "Notify Manager on P1" — Async, After on incident
// Condition: current.priority == 1 && current.priority.changes()
 
(function executeRule(current, previous) {
    var evt = gs.eventQueue('incident.p1.created', current, current.caller_id.manager, gs.getUserName());
})(current, previous);

// Script Include: IncidentUtils
var IncidentUtils = Class.create();
IncidentUtils.prototype = {
    initialize: function() {},
 
    getPriority: function(impact, urgency) {
        // Priority matrix: impact 1-3, urgency 1-3
        var matrix = {
            '1-1': 1, '1-2': 2, '1-3': 3,
            '2-1': 2, '2-2': 3, '2-3': 4,
            '3-1': 3, '3-2': 4, '3-3': 5
        };
        return matrix[impact + '-' + urgency] || 5;
    },
 
    isVIP: function(userId) {
        var user = new GlideRecord('sys_user');
        user.get(userId);
        return user.getValue('vip') === 'true';
    },
 
    type: 'IncidentUtils'
};
 
// Calling it from a Business Rule:
var utils = new IncidentUtils();
var priority = utils.getPriority(current.impact, current.urgency);
current.priority = priority;

// Query all incidents in state "New" (1)
var gr = new GlideRecord('incident');
gr.addQuery('state', 1);
gr.addQuery('priority', '<=', 2); // P1 and P2 only
gr.orderByDesc('opened_at');
gr.setLimit(100);
gr.query();
 
while (gr.next()) {
    gs.info('Incident: ' + gr.number + ' — ' + gr.short_description);
}

var gr = new GlideRecord('incident');
gr.initialize();
gr.short_description = 'Network outage — Building A';
gr.impact = 1;
gr.urgency = 1;
gr.caller_id = gs.getUserID();
var sysId = gr.insert(); // Returns sys_id of new record
gs.info('Created: ' + sysId);

// Bulk update: close all resolved incidents older than 5 days
var gr = new GlideRecord('incident');
gr.addQuery('state', 6); // Resolved
gr.addQuery('resolved_at', '<', gs.daysAgo(5));
gr.query();
 
while (gr.next()) {
    gr.state = 7; // Closed
    gr.close_notes = 'Auto-closed after 5 days resolved';
    gr.update();
}

// Scheduled Job: "Auto-close Resolved Incidents"
// Schedule: Daily at 02:00
 
var gr = new GlideRecord('incident');
gr.addQuery('state', 6); // Resolved
gr.addQuery('resolved_at', '<', gs.daysAgo(5));
gr.query();
 
var count = 0;
while (gr.next()) {
    gr.state = 7; // Closed
    gr.close_notes = 'Auto-closed: resolved for 5+ days';
    gr.update();
    count++;
}
 
gs.log('Auto-close job completed: ' + count + ' incidents closed', 'AutoCloseJob');

// Client Script: Clear subcategory when category changes
function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading) return; // Don't run on initial load
    g_form.clearValue('subcategory');
    g_form.clearOptions('subcategory');
}

// Client Script: Hide resolution fields until state = Resolved
function onLoad() {
    var state = g_form.getValue('state');
    var isResolved = (state == '6');
    g_form.setVisible('resolve_time', isResolved);
    g_form.setVisible('close_notes', isResolved);
}

// Script Include: LocationLookupAjax
var LocationLookupAjax = Class.create();
LocationLookupAjax.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    getBuilding: function() {
        var userId = this.getParameter('sysparm_user_id');
        var user = new GlideRecord('sys_user');
        user.get(userId);
        return user.getValue('building');
    },
    type: 'LocationLookupAjax'
});

// Client Script: Auto-fill location from caller
function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading || !newValue) return;
 
    var ga = new GlideAjax('LocationLookupAjax');
    ga.addParam('sysparm_name', 'getBuilding');
    ga.addParam('sysparm_user_id', newValue);
    ga.getXMLAnswer(function(answer) {
        g_form.setValue('location', answer);
    });
}