Copying information from a case to a problem, change and incident

[jackstuchbery]

Hello all

I am new to servcenow i am working through my implementation of stories.

I have been trying to copy information from a case through to a problem, change and incident.

I have managed to do this for incident by changing the ui action for new incident to include this script.

uri.set('sys_id', '-1');

path = checkWizard(uri, path);
if (!gs.nil(parent) && parent.state !=3 && parent.sys_class_name=="sn_customerservice_case"){

var queryStringArray = [];
queryStringArray.push("caller_id="+parent.contact);
queryStringArray.push("company="+parent.account);
queryStringArray.push("short_description="+parent.short_description);
queryStringArray.push("description="+parent.description);
queryStringArray.push("impact="+parent.impact);
queryStringArray.push("urgency="+parent.urgency);
queryStringArray.push("priority="+parent.priority);
queryStringArray.push("cmdb_ci="+parent.priority);
queryStringArray.push("location="+parent.location);
queryStringArray.push("short_description="+parent.short_description);

uri.set("sysparm_query",queryStringArray.join("^"));
}

I have been pulling my hair out trying to do the same for problem and change.

and anyone advise where the new button script's are for problem and change.

thanks

Jack

[nayanawadhiya1]

Hello,

You can Create UI Action on Case Table -

Name: Create change
Form button: True (Or Anything)
Table: Case
Condition: gs.hasRole(“itil”) && current.isValidRecord()
Script:

var CaseID = current.sys_id.toString();
var newChange = new GlideRecord('change_request');
newChange.initialize();
newChange.short_description = current.short_description;
newChange.requested_by = current.requested_by;
FIELDS YOU WANT TO COPY
newChange.insert();

//Copy attachments for this change
if (typeof GlideSysAttachment != 'undefined')
   GlideSysAttachment.copy('case', CaseID, 'change_request', newChange.sys_id);
else
   Packages.com.glide.ui.SysAttachment.copy('case', CaseID, 'change_request', newChange.sys_id);
gs.addInfoMessage('Change ticket ' + newChange.number + ' created.')
action.setRedirectURL(newChange);

Like above you create for INCIDENT and PROBLEM as Well.

[jackstuchbery]

thanks this works but is their a way not to insert it straight away and have the case agent review the information before it is inserted in to the database?

thanks

Jack