Resolve D7I tickets automatically

We receive an excel file with the tickets to be resolved, together with the snow number and the comment we need to add to the solution/close notes.

In order to do the task, we use import sets to load this data and apply a transformation map that will modify the corresponding ticket.

Manipulation on the excel file

• We create two sheets on the file, one with only requests and other with incidents.

Load data

• It will create a data source of type Excel. We will need to create two data sources, one for request and other for incidents.

Transformation map

• We create a transformation map associated to the data source (or reuse the existing ones such as 'Excel d7i incidents to be resolved 3-4-5'), with the transformation field for the ticket number (depends of how it is defined in the excel) with the coalesce attribute true.

• We will also need a transform script that runs onBefore to resolve the tickets. We need to change the field

  source.<comments field>

  each time, as it depends on the Excel column. Here it is an example to close requests (for incident is really similar, it is available in production):

/** 
 * Set the state close with no notification to the requests of the import set
 * 
 * We cancel the workflow too.
 */
if (target.u_current_task_state != '9' && target.u_current_task_state != '10') {
  var gr = new GlideRecord('u_request_fulfillment')
  gr.get('sys_id', target.sys_id);
  new Workflow().cancel(gr);

  target.u_current_task_state = '10'; // closed
  target.u_workflow_stage = 'Closed'; 
  target.u_no_notification = true;
  target.u_close_code = 'Other';
  
  var messageSolution = 'Automatically closed by the system';
  if (source.u_comments != '') {
    messageSolution = source.u_comments;
  }
  
  if (target.u_solution == '') {
    target.u_solution = messageSolution;
  }
  target.close_notes = messageSolution;

}

Run transformation

• Just run the two transformation map we have created and check the results.