Adding Device Data to Proactive Surveys in HappySignals

Extend proactive survey context in HappySignals by adding device data via ServiceNow script. Includes steps, best practices, and troubleshooting.

Adding Device Data to Proactive Surveys in HappySignals

Purpose

This article explains how to extend the context data of proactive surveys to include device information (e.g., Laptop and Computers) using the HappyProactiveCustomConfig script and ServiceNow CMDB.

Note: If you have not yet enabled Scripted Extension Points, please refer to this guide:
https://support.happysignals.com/servicenow-scripted-extension-points

Implementation Steps

1. Identify the Correct Table

Confirm which table contains your device records. In most cases, this is alm_asset, but it can vary.
If your organization uses CMDB CI Computer, copy the table name from the URL and replace alm_asset in the script accordingly.

2. Add Logic to CustomConfig

Insert a condition and function to fetch device details and attach them as URL parameters for the survey:

if (obj.survey_id.toString() == "laptop") {
    var asset = this.__getAssetDetails(obj.user.toString());
    if (!gs.nil(asset)) {
        for (key in asset) {
            conf[key] = asset[key];
        }
    }
}

3. Function to Retrieve Device Details

Update the function based on your table and field names:

__getAssetDetails: function(user) {
    var assetDetails = { "devices": 0 };
    if (gs.nil(user)) return null;
    try {
        var assets = new GlideRecord('alm_asset'); // Replace if using CMDB CI Computer
        assets.addQuery('model_category.name', 'Computer'); // Adjust if using custom category
        assets.addQuery('install_status', '101'); // Use numeric value for "in use"
        assets.addQuery('assigned_to', user);
        assets.orderByDesc('assigned'); // Ensures latest assigned device is selected
        assets.query();
        while (assets.next()) {
            if (assetDetails.devices == 0) {
                assetDetails.pc_type = this.__getFieldValue(assets, 'model_category');
                assetDetails.pc_model = this.__getFieldValue(assets, 'model.name');
                assetDetails.pc_manuf = this.__getFieldValue(assets, 'model.manufacturer');
                assetDetails.pc_os = this.__getFieldValue(assets, 'ci.os');
                assetDetails.pc_insdate = this.__getFieldValue(assets, 'install_date', 'time');
                assetDetails.pc_age = this.__getAssetAgeRange(assets, 'install_date');
            }
            assetDetails.devices++;
        }
    } catch (e) {
        gs.error("Error collecting asset details: " + e);
    }
    return assetDetails;
}

4. Mobile Device Surveys

Create a similar function for mobile devices:

assets.addQuery('model_category.name', 'Mobile phone');
assets.addQuery('install_status', 'in use'); // or numeric equivalent

Rename fields to avoid duplication:

assetDetails.mobile_type = this.__getFieldValue(assets, 'model_category');
assetDetails.mobile_model = this.__getFieldValue(assets, 'model.name');
``

Best Practices

Preserve existing logic: Do not remove existing scripts (e.g., Laptop and Computers). Add new ones alongside.
Use clear field names: Examples: pc_model, mobile_model.
Ensure data security: Do not include personally identifiable information (PII).
Test before production: Validate with a test survey.
Document changes: Add comments in the script and update internal documentation.

Troubleshooting

Device table mismatch: If alm_asset does not exist, check your CMDB structure. Common alternatives include cmdb_ci_computer or custom asset tables.
Field names differ: Use Show XML or Dictionary in ServiceNow to confirm exact field names (e.g., install_status, assigned_to).
Install status values: If “in use” is not recognized, verify numeric codes (commonly 101 for active/in use).
Multiple devices per user: The script uses orderByDesc('assigned') to select the most recently assigned device.
Script errors: Check system logs for gs.error messages and confirm that the Scripted Extension Point is active.