Updating Request Additional Fields With Deluge (Business Rule/Custom Function) Errors

Updating Request Additional Fields With Deluge (Business Rule/Custom Function) Errors

Hello, I have a business rule set up to run a Custom Function when a ticket is created through email. I want to change the contents of certain fields based on the subject of the email.
  1. Mode
  2. An Additional Pick List
  3. An Additional Sline
  4. Category/Subcategory/Item
The docs for this (https://help.servicedeskplus.com/request-custom-function) Say: "Changes that are made to 'requestObj' values will be updated in the request on which the automation rule acts. " however this doesn't seem to be the case. My code never updates the fields and gives errors in the history of the ticket. I stripped my code down to just update one field to figure out why it's not working.


  2. udf_field_api_name = "udf_pick_7202";
  3. new_value = "Valley Fiber";

  5. requestObj.put("udf_fields", {udf_field_api_name : new_value});

  7. return requestObj; 
 and here is the error I see in the ticket that was created by the business rule:
  1. Change Company: To Valley Fiber - Executed from business rule id 6902. Result : Execution failed Message : sdp.custom.script.improper.json


I have also tried this method: https://pitstop.manageengine.com/portal/en/kb/articles/update-request-additional-fields-during-request-create-update-using-business-rules
My Code:

  2. udf_field_api_name = "udf_pick_7202";
  3. new_value = "Valley Fiber";

  5. returnjson = {
  6. "operation": [{
  7. "INPUT_DATA": [{
  8. "request": {
  9. "udf_fields": {
  10. udf_field_api_name: {"value": new_value}
  11. }
  12. }
  13. }],
  14. "OPERATIONNAME": "UPDATE",
  15. "FORMAT": "V3"
  16. }],
  17. "result": "success",
  18. "message": "Additional field updated successfully!!"
  19. };

  21. return returnjson;

This gives me this error:
  1. Change Company: To Valley Fiber (API) - Executed from business rule id 6902. Result : Execution failed Message : {"status_code":4000,"messages":[{"status_code":4012,"field":"udf_fields","type":"failed","message":"Value not provided"}],"status":"failed"}


Why doesn't this work? I based it on the example found in your documentation. I would really appreciate any help figuring out where I went wrong! Thank you.


EDIT: Update

These are the two custom functions I have now:



  4. description = requestObj.get("description");
  5. if(description.contains("A voice message was left from")) {

  7. requesturl = "http://helpdesk.vispnet.ca:8080/api/v3/requests/" + requestObj.get("id");

  9. input_data = {
  10. "request": {
  11. "mode": {
  12. "name": "Phone Call",
  13. "id": "3"
  14. }
  15. }
  16. };
  17. response = invokeurl
  18. [
  19. url: requesturl
  20. type: PUT
  21. parameters: {"input_data":input_data}
  22. headers: {"authtoken":"myauthtoken","PORTALID": "1"}
  23. ];

  25. returnObj = Collection();
  26. if(response.get("response_status").get("status_code") == 2000) {
  27. returnObj.insert("result":"Success","message":"Status Updated!");
  28. }
  29. else{
  30. returnObj.insert("result":"failure","message":"Error occured changing the request. Code: " + response.get("response_status").get("status_code") + response.get("response_status").get("description") );
  31. }
  32. }//endif
  33. //info "request mode is " + requestObj.get("mode");

  35. return returnObj;
and


  3. //Get basic request info
  4. requesturl = "http://helpdesk.vispnet.ca:8080/api/v3/requests/" + requestObj.get("id");
  5. requestSubject = requestObj.get("subject");

  7. //debug
  8. //info requestObj.get("id") + " " + requestSubject;

  10. //Set up variables to change
  11. company = "No Company Provided";
  12. impactedService = "(No Impacted Service Provided)";
  13. category = null;
  14. subcategory = null;
  15. item = null;

  17. //--Set up defaults for Cat/SubCat/Item to reduce repetition
  18. //Internet
  19. internetCategory = {
  20.             "name": "No Internet",
  21.             "id": "1504"
  22.         };
  23. internetSubcategory = {
  24.             "name": "Known Issue",
  25.             "id": "2701"
  26.         };
  27. //---End Defaults

  29. if ( requestSubject.contains("Valley Fiber") ||  requestSubject.contains("VF")) {
  30. company = "Valley Fiber";
  31. impactedService = "Internet";
  32. category = internetCategory;
  33. subcategory = internetSubcategory;
  34. } else if (requestSubject.contains("VISP")){
  35. company = "VISP";
  36. impactedService = "Internet";
  37. category = internetCategory;
  38. subcategory = internetSubcategory;
  39. } else if (requestSubject.contains("VFTV") || requestSubject.contains("TV") || requestSubject.contains("IPTV")) {
  40. company = "VFTV";
  41. impactedService = "TV";
  42. } 

  44. subjectString = "Known Impact - ".concat(company).concat(" - ").concat(impactedService);

  46. input_data = {
  47.     "request": {
  48. "subject": subjectString,
  49. "category": category,
  50. "subcategory": subcategory,
  51. "item": item,
  52.         "udf_fields": {
  53. "udf_sline_6001": company
  54.         }
  55. }
  56. };


  59. //TODO add category, subcat, and item to api call
  60. response = invokeurl
  61. [
  62. url: requesturl
  63. type: PUT
  64. parameters: {"input_data":input_data}
  65. headers: {"authtoken":"myauthtoken","PORTALID": "1"}
  66. ];

  68. returnObj = Collection();
  69. if(response.get("response_status").get("status_code") == 2000) {
  70. returnObj.insert("result":"Success","message":"Status Updated!");
  71. }
  72. else{
  73. returnObj.insert("result":"failure","message":"Error occured changing the request. Code: " + response.get("response_status").get("status_code") );
  74. }

  76. return returnObj;


And it updates the request properly when I use 'save and test', however running the same code gives errors when triggered through a business rule:




Why does my code work in save and test, but not when triggered by a business rule? here's how one of the business rules is configured:
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