Business Rules Examples

Deprecation warning

Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.

Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.

Incident routing (ITSM) Example Script

(function executeRule(current, previous /*null when async*/) {

    /**
    * This parameters have to be adjusted
    */
    var socialMinerUrl = 'https://URL_TO_CISCO_SOCIALMINER/ccp/task/feed/FEED_ID';
    var scriptSelector = 'TO_BE_ADJUSTED';
    
    
    /**
    * Change these parameters to make routing decisions
    */
    // this is for identification on Cisco SocialMiner
    var name = current.getValue('number') || '';
    var title = current.getValue('number') || '';
    var description = current.getValue('description') || '';
    var tag = 'bs_connects_incident_routing';
    
    // the call variables can be adjusted accordingly 
    var callVariables = {
        call_variable_1: '', // empty variable
        call_variable_2: 'ServiceNow Incident routing', // some fix string
        call_variable_3: current.getValue('priority') || '', // Value of the Priority (the value is what is really written in the field, not what is displayed)
        call_variable_4: current.getDisplayValue('short_description') || '', // Short description (can get striped as Cisco cVs can only be 40 bytes long)
        call_variable_5: current.getDisplayValue('category') || '', // Display Value of the Category
        call_variable_6: current.getDisplayValue('state') || '', // State 
        call_variable_7: new x_busag_cnx.GetAgentFromUser().getAgentIdOrEmpty(current.getValue('assigned_to')) || '', // Cisco Agent Id of the assigned agent (if any is available), to do some preferred agent routing
    // it is important that the table and the unique Id are on any of the 10 call variables (or ECC) 
    // and the Media Routing configuration in the ServiceLayout is adjusted accordingly
    // make sure these variables don't get overwritten in the script
        call_variable_8: current.getTableName(),
        call_variable_9: current.getUniqueValue(),
        call_variable_10: '' // empty variable
    };
    
    /**
    * Only change this if you really know what you are doing
    */
    var xmlBody = '<Task><name>' + name + '</name><title>' + title + '</title><description>' + description + '</description><scriptSelector>' + scriptSelector + '</scriptSelector><customerUID /><requeueOnRecovery>false</requeueOnRecovery><tags><tag>' + tag + '</tag></tags><variables>';
    
    for(var i = 1; i <= 10; i++) {
        if (callVariables['call_variable_' + i]) {
            xmlBody += '<variable><name>cv_'+ i +'</name><value>' + callVariables['call_variable_' + i] + '</value></variable>';
        }
    }
    
    xmlBody += '</variables></Task>';

    var sm;
    var response;
    var responseBody;
    
    try {
        sm = new sn_ws.RESTMessageV2();
        sm.setEndpoint(socialMinerUrl);
        sm.setHttpMethod('post');
        sm.setRequestBody(xmlBody);
        sm.setRequestHeader('Content-Type', 'application/xml');
        response = sm.execute();
        responseBody = response.haveError() ? response.getErrorMessage() : response.getBody();
        status = response.getStatusCode();
        gs.info('Routed ' + current.getTableName() + ' with Id ' + current.getUniqueValue() + ' with status ' + status + ' and response ' + responseBody);
    } catch(ex) {
        responseBody = ex.getMessage();
        status = 500;
        gs.error('Failed to route ' + current.getTableName() + ' with Id ' + current.getUniqueValue() + ' with status ' + status + ' and response ' + responseBody);
    } 

})(current, previous);

Case routing (CSM) Example Script

(function executeRule(current, previous /*null when async*/) {

    /**
    * These parameters have to be adjusted
    */
    var socialMinerUrl = 'https://URL_TO_CISCO_SOCIALMINER/ccp/task/feed/FEED_ID';
    var scriptSelector = 'TO_BE_ADJUSTED';
    
    
    /**
    * Change these parameters to make routing decisions
    */
    // this is for identification on Cisco SocialMiner
    var name = current.getValue('number') || '';
    var title = current.getValue('number') || '';
    var description = current.getValue('description') || '';
    var tag = 'bs_connects_case_routing';
    
    // the call variables can be adjusted accordingly 
    var callVariables = {
        call_variable_1: '', // empty variable
        call_variable_2: 'ServiceNow Case routing', // some fix string
        call_variable_3: current.getValue('priority') || '', // Value of the Priority (the value is what is really written in the field, not what is displayed)
        call_variable_4: current.getDisplayValue('short_description') || '', // Short description (can get stripped off as Cisco cVs can only be 40 bytes long)
        call_variable_5: current.getDisplayValue('contact_type') || '', // Display Value of the Channel
        call_variable_6: current.getDisplayValue('product') || '', // Product 
        call_variable_7: new x_busag_cnx.GetAgentFromUser().getAgentIdOrEmpty(current.getValue('assigned_to')) || '', // Cisco Agent Id of the assigned agent (if any is available), to do some preferred agent routing
    // it is important that the table and the unique Id are on any of the 10 callvariables (or ECC) 
    // and the Media Routing configuration in the Service Layout is adjusted accordingly
    // make sure this variables don't get overwritten in the script
        call_variable_8: current.getTableName(),
        call_variable_9: current.getUniqueValue(),
        call_variable_10: '' // empty variable
    };
    
    /**
    * Only change this if you really know what you are doing
    */
    var xmlBody = '<Task><name>' + name + '</name><title>' + title + '</title><description>' + description + '</description><scriptSelector>' + scriptSelector + '</scriptSelector><customerUID /><requeueOnRecovery>false</requeueOnRecovery><tags><tag>' + tag + '</tag></tags><variables>';
    
    for(var i = 1; i <= 10; i++) {
        if (callVariables['call_variable_' + i]) {
            xmlBody += '<variable><name>cv_'+ i +'</name><value>' + callVariables['call_variable_' + i] + '</value></variable>';
        }
    }
    
    xmlBody += '</variables></Task>';

    var sm;
    var response;
    var responseBody;
    
    try {
        sm = new sn_ws.RESTMessageV2();
        sm.setEndpoint(socialMinerUrl);
        sm.setHttpMethod('post');
        sm.setRequestBody(xmlBody);
        sm.setRequestHeader('Content-Type', 'application/xml');
        response = sm.execute();
        responseBody = response.haveError() ? response.getErrorMessage() : response.getBody();
        status = response.getStatusCode();
        gs.info('Routed ' + current.getTableName() + ' with Id ' + current.getUniqueValue() + ' with status ' + status + ' and response ' + responseBody);
    } catch(ex) {
        responseBody = ex.getMessage();
        status = 500;
        gs.error('Failed to route ' + current.getTableName() + ' with Id ' + current.getUniqueValue() + ' with status ' + status + ' and response ' + responseBody);
    } 

})(current, previous);