We have the concept of Team Lead in ServiceNow. Team Lead is the official name in Service Now, but around Yale, we also call these people ServiceNow Queue Managers. These people get notifications of all new tickets added to the queue for that particular group.
Maintaining these is annoying, especially because many groups simply want their Team Lead lists to match the set of members for the group. We already have Active Directory to help us maintain the group memberships, but we had no programmatic way to maintain Team Lead Lists. Now we do.
team leads
background script
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Set a single group Team Leads to match the set of Team Members for that group
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A safe list to cover just the twelve groups, as of Jan 2013; this should be rechecked each semester as groups get renamed:
CTS STC B
CTS STC CalhounGrad
CTS STC DavenportOld Campus
CTS STC Ezra StilesS
CTS STC GradT
The next ones don't get any easier using the startsWith script because either there are no other common letter groups, or we cannot use a single letter to ease our typing because we will stomp other groups with the common beginning letter
CTS STC Jonathon EdwardsCalhoun
CTS STC MorseDavenport
CTS STC Old CampusEzra Stiles
CTS STC PiersonJonathon Edwards
CTS STC SMorse
CTS STC TPierson
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var groupStartsWith = 'CTS STC Old Campus';
var gr0 = new GlideRecord('sys_user_group');
gr0.addQuery('name','STARTSWITH',groupStartsWith);
gr0.query();
while ( gr0.next() ) {
gs.log("group name: "+ gr0.name);
var groupName=gr0.name;
// set groupName to the group where you want to synchronize team leads to be the same
// as the set of all members of the group
// this is especially useful for CTS STC groups
var gr1 = new GlideRecord('sys_user_group');
gr1.addQuery('name',groupName);
gr1.query();
while ( gr1.next() ) {
gs.log("group name: "+ gr1.name + " and group full name: " + gr1.u_full_name + " and sys_id: " + gr1.sys_id);
gs.log("ORIGINAL group u_team_leads: " + gr1.u_team_leads);
var leadsString='';
var gr2 = new GlideRecord('sys_user_grmember');
gr2.addQuery('group',gr1.sys_id);
gr2.query();
while ( gr2.next() ) {
// gs.log("user sys_id is: " + gr2.user);
if ( leadsString.length > 0 ) {
leadsString+=',';
}
leadsString+=gr2.user;
}
gs.log("PROPOSED group leads: " + leadsString);
var gr3 = new GlideRecord('sys_user_group');
gr3.addQuery('name',groupName);
gr3.query();
while (gr3.next()){
gr3.u_team_leads = leadsString;
gr3.update();
}
var gr4 = new GlideRecord('sys_user_group');
gr4.addQuery('name',groupName);
gr4.query();
while (gr4.next()){
gs.log("UPDATED group u_team_leads: " + gr4.u_team_leads);
}
}
}
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