script-include-patterns

Script Include Patterns for ServiceNow

Script Includes are reusable server-side JavaScript libraries that can be called from any server-side script.

Script Include Types

Standard Script Include (ES5)

// Basic utility class
var IncidentUtils = Class.create()
IncidentUtils.prototype = {
  initialize: function () {
    this.LOG_PREFIX = "[IncidentUtils] "
  },

  /**
   * Get incident by number
   * @param {string} number - Incident number (INC0010001)
   * @returns {GlideRecord|null} - Incident record or null
   */
  getByNumber: function (number) {
    var gr = new GlideRecord("incident")
    gr.addQuery("number", number)
    gr.query()
    if (gr.next()) {
      return gr
    }
    return null
  },

  /**
   * Calculate priority based on impact and urgency
   * @param {number} impact - Impact value (1-3)
   * @param {number} urgency - Urgency value (1-3)
   * @returns {number} - Calculated priority (1-5)
   */
  calculatePriority: function (impact, urgency) {
    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,
    }
    var key = impact + "-" + urgency
    return matrix[key] || 4
  },

  /**
   * Get open incidents for user
   * @param {string} userSysId - User sys_id
   * @returns {Array} - Array of incident objects
   */
  getOpenIncidentsForUser: function (userSysId) {
    var incidents = []
    var gr = new GlideRecord("incident")
    gr.addQuery("caller_id", userSysId)
    gr.addQuery("active", true)
    gr.orderByDesc("opened_at")
    gr.query()

    while (gr.next()) {
      incidents.push({
        sys_id: gr.getUniqueValue(),
        number: gr.getValue("number"),
        short_description: gr.getValue("short_description"),
        state: gr.state.getDisplayValue(),
        priority: gr.priority.getDisplayValue(),
      })
    }
    return incidents
  },

  type: "IncidentUtils",
}