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ServiceNow Agent Workspace - block an agent from creating a ticket from interaction if another user already has

UI Action conditions:

'create incident' button

 add this to the condition field:

&& (new InteractionUtils().intHasRelatedInc(current.sys_id) == 'false')


'create request' button

 add this to the condition field:

&& (new InteractionUtils().intHasRelatedReq(current.sys_id) == 'false')



'create case' button

 add this to the condition field:

&& (new InteractionUtils().intHasRelatedCase(current.sys_id) == 'false')





script include "InteractionUtils" functions:

intHasRelatedInc: function(current_sys_id) { var table_name = 'incident'; var field_name = 'u_interaction'; if (current_sys_id == undefined) current_sys_id = this.getParameter('sysparm_current_sys_id'); var record = this.getGlideRecord(table_name, field_name, current_sys_id); if (record == null) return 'false'; return 'true'; }, intHasRelatedReq: function(current_sys_id) { var table_name = 'sc_request'; var field_name = 'parent_interaction'; if (current_sys_id == undefined) current_sys_id = this.getParameter('sysparm_current_sys_id'); var record = this.getGlideRecord(table_name, field_name, current_sys_id); if (record == null) return 'false'; return 'true'; },


 

intHasRelatedCase: function(current_sys_id) { var table_name = 'interaction_related_record'; var rel_rec_table_name = 'sn_customerservice_case'; if (current_sys_id == undefined) current_sys_id = this.getParameter('sysparm_current_sys_id'); var record = new GlideRecord(table_name); record.addQuery('interaction', current_sys_id); record.addQuery('document_table', rel_rec_table_name); record.query(); if (record.hasNext()) return 'true'; return 'false'; },











getGlideRecord: function(table_name, field_name, field_value) { // Returns a glide record object, which has a specified value in a specified field. if (field_name == undefined) field_name = this.getParameter('sysparm_field_name'); if (field_value == undefined) field_value = this.getParameter('sysparm_user_value'); var user = new GlideRecord(table_name); user.addQuery(field_name, field_value); user.query(); if (user.next()) return user; return null; },


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