Business Rules

// Example: Insert + Update BR — handle both cases
if (current.isNewRecord()) {
    // New record — set defaults
    current.priority = 3;
    current.state = 1;
} else {
    // Existing record being updated — validate
    if (current.state == 6 && current.close_notes == '') {
        current.setAbortAction(true);
        gs.addErrorMessage('Close notes are required when resolving an incident.');
    }
}

// Read a field value (returns GlideElement — use .toString() for string)
var state = current.state.toString();
var caller = current.caller_id.getDisplayValue();

// Write a field value (Before BR — auto-saved)
current.priority = 2;
current.assignment_group.setDisplayValue('Service Desk');

// Check if the current record is a new insert
if (current.isNewRecord()) {
    current.opened_by = gs.getUserID();
}

// Check if ANY field on the record changed (Update trigger)
if (current.changes()) {
    gs.log('Something changed on record: ' + current.sys_id);
}

// Abort the transaction (Before BR only)
current.setAbortAction(true);
gs.addErrorMessage('Your error message displayed to the user.');

// Read previous value of a field
var oldState = previous.state.toString();
var newState = current.state.toString();

gs.log('State changed from ' + oldState + ' to ' + newState);

// Check if a specific field changed
if (current.state.changes()) {
    // State field changed — run specific logic
    gs.log('Incident state was changed.');
}

// Check if a field changed TO a specific value
if (current.state.changesTo(6)) {
    // State just became "Resolved"
    current.resolved_at = new GlideDateTime();
}

// Check if a field changed FROM a specific value
if (current.state.changesFrom(1)) {
    // State was "New" and is now something else
    gs.log('Incident is no longer in New state.');
}

// Basic query — iterate through all matching records
var gr = new GlideRecord('incident');
gr.addQuery('state', 1);            // state = "New"
gr.addQuery('priority', 1);         // AND priority = "Critical"
gr.query();

while (gr.next()) {
    gs.log('Found incident: ' + gr.number);
}

// Get a single record by sys_id
var gr2 = new GlideRecord('sys_user');
gr2.get(current.caller_id);         // get() queries by sys_id
var callerName = gr2.name.toString();

// Get a single record by field value
var gr3 = new GlideRecord('sys_user_group');
gr3.get('name', 'Service Desk');    // get(field, value)
if (gr3.isValidRecord()) {
    current.assignment_group = gr3.sys_id;
}

// Create a related task when an incident is resolved
var task = new GlideRecord('task');
task.initialize();                  // initialize() prepares a blank record
task.short_description = 'Follow-up for: ' + current.short_description;
task.assignment_group = current.assignment_group;
task.parent = current.sys_id;       // link to parent incident
var newSysId = task.insert();       // insert() saves and returns the new sys_id
gs.log('Created task: ' + newSysId);

// Update a specific record
var gr = new GlideRecord('incident');
if (gr.get('INC0001234')) {         // get by number field implicitly uses display value
    gr.setValue('state', 6);        // setValue(field, value)
    gr.setValue('close_notes', 'Auto-closed by business rule');
    gr.setWorkflow(false);          // prevent triggering workflows on this update
    gr.update();                    // must call update() to save
}

// Bulk update — use updateMultiple() on a query (no loop)
var grBulk = new GlideRecord('incident');
grBulk.addQuery('state', 1);
grBulk.addQuery('assigned_to', '');
grBulk.setValue('assignment_group.name', 'Service Desk');
grBulk.updateMultiple();            // updates all matching records at once

// Delete a specific record
var gr = new GlideRecord('task');
gr.addQuery('parent', current.sys_id);
gr.addQuery('state', 1);  // only delete "New" child tasks
gr.query();
while (gr.next()) {
    gr.deleteRecord();
}

// Advanced Condition examples (these go in the Condition field, not the Script)

// Only fire if the caller_id field actually changed
current.caller_id.changes()

// Only fire if state is changing TO Resolved (6)
current.state.changesTo(6)

// Only fire for Critical priority incidents assigned to a specific group
current.priority == 1 && current.assignment_group.name == 'NOC Team'

// Only fire if the current user has the manager role
gs.hasRole('manager')

// Display Business Rule — runs server-side when form is displayed
// When: Display | Operation: Query | Table: incident

// Pass caller's manager to the client
var caller = new GlideRecord('sys_user');
if (caller.get(current.caller_id)) {
    g_scratchpad.callerManager = caller.manager.getDisplayValue();
    g_scratchpad.callerDept    = caller.department.getDisplayValue();
    g_scratchpad.isVip         = (caller.u_vip_user == true);
}

// Pass a server-side computed value
var taskCount = new GlideAggregate('task');
taskCount.addQuery('parent', current.sys_id);
taskCount.addAggregate('COUNT');
taskCount.query();
taskCount.next();
g_scratchpad.openTaskCount = taskCount.getAggregate('COUNT');

// Client Script — onLoad
function onLoad() {
    // Read data populated by the Display Business Rule
    var manager   = g_scratchpad.callerManager;
    var dept      = g_scratchpad.callerDept;
    var isVip     = g_scratchpad.isVip;
    var taskCount = g_scratchpad.openTaskCount;

    if (isVip) {
        g_form.addInfoMessage('VIP Caller — Priority review required.');
        g_form.setValue('priority', 1);
    }

    if (taskCount > 5) {
        g_form.addInfoMessage('Warning: ' + taskCount + ' open tasks linked to this incident.');
    }
}

// WRONG — calling current.update() in a Before BR causes infinite loop
// Before BR fires → modifies current → calls current.update()
// → triggers another Update event → Before BR fires again → ...
current.priority = 2;
current.update();    // DO NOT DO THIS in a Before BR

// CORRECT — in a Before BR, just modify current; changes are auto-saved
current.priority = 2;
// No current.update() needed — it happens automatically

// For After/Async BRs that call current.update() and risk looping:
// Use setWorkflow(false) to suppress re-firing workflows:
current.setWorkflow(false);
current.update();

// Or use autoSysFields(false) to prevent last_updated timestamp changes:
current.autoSysFields(false);
current.setWorkflow(false);
current.update();

// Prevent the update from triggering workflows (but still triggers other BRs)
gr.setWorkflow(false);
gr.update();

// Prevent triggering OTHER business rules on this update
// (use carefully — can hide unintended side effects)
gr.setWorkflow(false);
gr.autoSysFields(false);
gr.update();

// Fire a custom event asynchronously (for notifications, integrations)
// gs.eventQueue(event_name, gr_object, param1, param2)
gs.eventQueue('incident.critical.created', current, current.number.toString(), gs.getUserName());

// The event is picked up by a Notification or Script Action configured for that event name
// This avoids blocking the main transaction for slow notification logic