Utility for handling contact preferences.

For contact preference configuration, see Configure contact preferences.

This utility API supports the OnCallRotation API.

OnCallContactPreferenceUtil - OnCallContactPreferenceUtil()

Creates an instance of the OnCallContactPreferenceUtil class.

Table 1. Parameters
Name Type Description
None

OnCallContactPreferenceUtil - getContactsAtByEscalatee(Object escalatee, Number contactAttempt, GlideDateTime gdt, String rotaSysIds)

Gets a list of contacts with the escalatee object. Each returned contact contains a list of user contact preferences.

Table 2. Parameters
NameTypeDescription
escalatee Object Mandatory. Escalatee object returned by the getEscalationPlan() method.
contactAttempt Number Optional. The attempt you are trying to contact [ default value = 1 ].
  • 1: First attempt
  • 2: First reminder
  • 3 or more: Subsequent reminders
gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.admin
rotaSysIds String Optional. Comma-separated string of Sys IDs of shifts from the [cmn_rota] table. Default value returns Sys IDs of the shifts at current time.
Table 3. Returns
Type Description
Array object Array of escalatees (either a user, group, or device records depending on the notification rules) at a specific time and position.
  • type: String. Type of contact, e.g., user.
  • sys_id: String. Sys ID of the user from the [sys_user] table.
  • rota_id: String. Sys ID of the shift from the [cmn_rota] table.
  • roster_id: String. Sys ID of the roster from the [cmn_rota_roster] table.
  • escalation_step_id: String. If an escalation path has been defined, Sys ID of the escalation step from the [cmn_rota_esc_step_def] table.
  • forced_communication_channel: String. If specified in the preferences, mandatory communication channel. Supported values include SMS, voice or email.
  • override_user_contact_preference: Boolean. True if there are contact overrides, false otherwise.
  • preference_source: String. Source of preference, such as contact or group.
  • contact_attempt: Number. Contact attempts: 1 = first attempt, 2 = first reminder, and so on.
  • user_preferences: Array Object.
    • type: String. User's preferred contact format, e.g. sms, email, or number.
    • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
  • contact_preferences, Array Object.
    • type: String. User's preferred contact format, e.g., email or number.
    • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.

Example

Example:


var serviceDeskSysId = '<Sys_ID>';
var ocRotation = new OnCallRotation();
var escalationPlan = ocRotation.getEscalationPlan(serviceDeskSysId);
var escalatee = escalationPlan[0];

var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var contacts = onContactPrefUtil.getContactsAtByEscalatee(escalatee, contactAttempt, gdt);
gs.log(JSON.stringify(contacts));

Output:

[{
    "type": "user",
    "sys_id": "<Sys_ID>",
    "rota_id": "<Rotation_ID>",
    "roster_id": "",
    "escalation_step_id": "<Escalation_Step_ID>",
    "forced_communication_channel": "",
    "override_user_contact_preference": true,
    "preference_source": "contact",
    "contact_attempt": 1,
    "user_preferences": [{
        "type": "sms",
        "number": "8587200477"
    }],
    "contact_preferences": [{
        "type": "voice",
        "number": "5555555555"
    }]
}]

OnCallContactPreferenceUtil - getUserPreferences(String userSysId, Number contactAttempt, GlideDateTime gdt, String communicationTypes)

Gets the list of contact preferences at the time at which the user has opted for communication. If no time is specified, then current time is used. This method is applicable to single and overlapping shifts.

Table 4. Parameters
NameTypeDescription
userSysId String Sys ID of the user from the [sys_user] table.
contactAttempt Number Optional. The attempt you are trying to contact [ default value = 1 ].
  • 1: First attempt
  • 2: First reminder
  • 3 or more: Subsequent reminders
gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
communicationTypes String Optional. Comma-separated string containing one or more of the following values:
  • email
  • sms
  • voice

Default includes all available communication types.
Table 5. Returns
Type Description
Array Object On-call user contact preference.
  • type: String. User's preferred contact format, e.g. sms, email, or number.
  • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.

Example

Example:


var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var itilUserSysId = '<itilUserSysId>;
var userPreferences = onContactPrefUtil.getUserPreferences(itilUserSysId, contactAttempt, gdt);
gs.log(JSON.stringify(userPreferences));

Output:

[{
    "type": "sms",
    "number": "5555555555"
}, {
    "type": "voice",
    "number": "5555555555"
}]

OnCallContactPreferenceUtil - getCatchAllContacts(String rotaId, GlideDateTime gdt)

Gets a list of catch-all contacts and preferences.

Table 6. Parameters
Name Type Description
rotaId String Sys ID of the shift from the [cmn_rota] table.
gdt GlideDateTime Optional. yyyy-MM-dd HH:mm:ss format in the UTC timezone. Default is now.
Table 7. Returns
Type Description
Array object List of catch-all contacts with preferences.
  • type: String. Type of contact, e.g., user.
  • sys_id: String. Sys ID of the user from the [sys_user] table.
  • rota_id: String. Sys ID of the shift from the [cmn_rota] table.
  • roster_id: String. Sys ID of the roster from the [cmn_rota_roster] table.
  • escalation_step_id: String. If an escalation path has been defined, Sys ID of the escalation step from the [cmn_rota_esc_step_def] table.
  • forced_communication_channel: String. If specified in the preferences, mandatory communication channel. Supported values include SMS, voice or email.
  • override_user_contact_preference: Boolean. True if there are contact overrides, false otherwise.
  • preference_source: String. Source of preference, such as contact or group.
  • contact_attempt: Number. Contact attempts: 1 = first attempt, 2 = first reminder, and so on.
  • user_preferences: Array Object.
    • type: String. User's preferred contact format, e.g. sms, email, or number.
    • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.
  • contact_preferences, Array Object.
    • type: String. User's preferred contact format, e.g., email or number.
    • <name of preferred format, e.g., email or number>: String. Content of preferred contact type, e.g., email address or phone number.

Example

Example:


var onContactPrefUtil = new OnCallContactPreferenceUtil();
var contactAttempt = 1;
var gdt = new GlideDateTime();
var rotaSysId = '<Rotation_Sys_ID>';
var catchAllContacts = onContactPrefUtil.getCatchAllContacts(rotaSysId, gdt);
gs.log(JSON.stringify(catchAllContacts));

Output:

[{
    "type": "user",
    "sys_id": "<Sys_ID>",
    "rota_id": "<Rotation_ID>",
    "roster_id": "",
    "escalation_step_id": "<Escalation_Step_ID>",
    "forced_communication_channel": "",
    "override_user_contact_preference": true,
    "preference_source": "contact",
    "contact_attempt": 1,
    "user_preferences": [{
        "type": "sms",
        "number": "8587200477"
    }],
    "contact_preferences": [{
        "type": "voice",
        "number": "5555555555"
    }]
}]