Custom Table to log agent activity

for reporting on all the updates a service desk member has made during the working day

note: may be license implication of using a custom table

2 system properties

- logging enabled property (true/false)

- list of ticket types property (string ; delimited, e.g. incident;sc_task)

new table with following fields:

  ticket (reference to task)

  user (reference to sys_user)

  info (string)

business rule on TASK table, fires after insert/update

- exclude users without itil role and isInteractive=true condition, also exclude internal_integration_user=true users (condition can be amended as needed)

condition:

gs.getProperty('ticket.logging.enable')=='true' && gs.isInteractive() && gs.getUser().hasRole('itil')

script:

(function executeRule(current, previous /*null when async*/ ) {

    //--exclude technical users

    var bProceed = false;

    var currentUser = gs.getUserID();

    var ticketTypes = gs.getProperty('ticket.logging.tickettypes');

    var ticketArr = ticketTypes.split(';');

    ticketArr.forEach(function(ticketT) {

        if (ticketT == current.getTableName()) {

            bProceed = true;

        }

    });

    if (bProceed) {

        var grUser = new GlideRecord('sys_user');

        if (grUser.get('sys_id', currentUser)) {

            if (!grUser.internal_integration_user) {

                //--log the user activity

                var grLogs = new GlideRecord('u_cu_ticket_log');

                grLogs.newRecord();

                grLogs.u_ticket = current.sys_id;

                grLogs.u_user = currentUser;

                grLogs.u_info = current.operation();

                grLogs.insert();

            }

        }

    }

})(current, previous);