Server Action Scripts

Service Actions are ServiceNow scripts that a flow can execute to enable Sofi to interact with ServiceNow. Typical interactions include:

  • Table data lookup
  • Choice list (reference lookup)
  • Create / update record

Service Actions can located on the ServiceNow Sofi application:

Sofi > Configuration > Server Actions

Server Actions have the following configuration parameters.

Field

Description

Name

Name of the Server Action

Type

  • Choice List
  • Lookup
  • Log Ticket
  • Legacy
  • Custom

Description

Description of the server action.

Script

Service action script

Choice List Server Actions

Choice list lookups are two phase:

  • 'list' phase: Creates a ServiceNow query and returns the data to be displayed in the Choice List
  • 'action' phase: Receives the data and takes an action.

πŸ‘

Example Choice List Server Action

// Lookups are two phase:
//   'list' phase:   Creates a ServiceNow query and returns the data to be displayed in the Choice List
//   'action' phase: Receives the data and takes an action.
switch (action.phase) {
    case "list":
        // Get the list of users matching the search
        var dataColumns = ["name", "email", "phone", "sys_id"];

        // Get the set of users to return, and include the name, email, phone and sys_id
        // in the results
        answer = {
            records: SoapboxAIUtil.grToArray(
                getUserQuery(action.search_text),
                ["name", "email", "phone", "sys_id"]
            ),
            // Setup the display columns on the UI.
            columns: [
                { name: "name", label: "Name", display: true, returnValue: true },
                { name: "email", label: "Email", display: true },
                { name: "phone", label: "Phone", display: true }
            ]
        };

        break;

    case "action":
        // Place the result in the variable passed in, or provide a default...
        var variableName = SoapboxAIUtil.isBlankOrEmpty(action.variable_name) ? "selected_user" : action.variable_name;

        // Save the data to the context for later use
        context[variableName] = action.data;

        answer = "ok";
        break;
}

function getUserQuery(searchString) {
    var rec = new GlideRecord("sys_user");
    rec.addEncodedQuery(
        'nameLIKE' + action.search_text +
        '^ORphoneLIKE'+action.search_text +
        '^ORemailLIKE'+action.search_text
    );
    rec.orderBy("name");
    rec.setLimit(15);
    return rec;
}

Log Ticket Server Actions

Log ticket actions are required to process a log ticket request, log the appropriate ticket, and return a defined set of information which can be used to provide the end user with the updated ticket information.

πŸ‘

Default Log Ticket Server Action

// Use the built-in DialogManager Helper to create the ticket and populate it.
var rec = SoapboxAIDialog.createRecordForLogTicketAction(action);

// Preform any required modifications to the ticket here...

// Update and return the record details.
answer = SoapboxAIDialog.updateRecordAndReturnValues(rec, action);

Lookup Server Actions

Lookup server actions are called from Lookup elements. They return one or more responses that correspond to branches on the Lookup element.

πŸ‘

Example Lookup Server Action

In the following example the lookup server action checks the value of the locked_out and active fields of the user Abel.tuter.

// Uses Abel Tutors account as the baseline for the test
var userRec = SoapboxAIUtil.lookupUniqueRec("sys_user", ["user_name", "abel.tuter"]);

if (userRec.locked_out == true) {
    answer = "locked";
} else if (userRec.active == false) {
    answer = "disabled";
} else if (userRec.password_needs_reset == true) {
    answer = "reset";
} else {
    answer = "ok";
}