How to create a copy case UI action

[Daniel R2]

Hi,

We are currently trying to create a UI action to appear in CSM/FSM Workspace, that copies a case and creates a new case with the same information.

We have added the following script to the 'Workspace Client Script' field on the UI Action

var gr = current.sys_id.toString();
var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

newCase.from_email = current.from_email;
newCase.short_description = current.short_description;
newCase.company = current.company;
newCase.category = current.category;
newCase.subcategory = current.subcategory;
newCase.email_body = current.email_body;
newCase.work_notes = "Copied from Case " + current.number;
newCase.insert();

However, our cases are attached to a variety of tables extended from the 'sn_customerservice_cases' table. The new copied cases should be created on the exact same table as the original case. How can I ensure It is created on the same table, from one UI action

[Ankur Bawiskar]

@Daniel R2 

that's correct. unless you have the record sysId you cannot copy

[Daniel R2]

@Ankur Bawiskar - How can we achieve copying the attachments otherwise?

[Ramya V]

Creating a "Copy Case" UI Action in CSM/FSM Workspace

The following code enables a "Copy Case" UI action in CSM/FSM Workspace, which duplicates a case and creates a new one with the same information. It also handles attachments: if the source record has attachments, the system prompts the user to copy them. If confirmed, the attachments are copied to the new case.

Prerequisites

1. Ensure that Client Callable is set to true in the Script Include.
2. Create a system property (sys_properties.list):
   • Name: sn_customerservice_case.copy_attach
   • Value: true
   • This property determines whether attachments should be copied when duplicating a case by default.

3. Script Include

   Ensure that Client Callable is set to true in the script include.

   var CopyCaseUtils = Class.create();

   CopyCaseUtils.prototype = Object.extendsObject(AbstractAjaxProcessor, {

   // Function to copy a case
   copyCase: function() {
   var srcSysId = this.getParameter('sysparm_sys_id');
   var fields = JSON.parse(this.getParameter('sysparm_fields') || '{}');
   var result = '';

   if (!srcSysId) {
   gs.error('sys_id is undefined or invalid');
   return result;
   }

   var sourceGR = new GlideRecord('sn_customerservice_case');
   if (!sourceGR.get(srcSysId)) {
   gs.error('Case not found for sys_id: ' + srcSysId);
   return result;
   }

   var targetGR = new GlideRecord('sn_customerservice_case');
   targetGR.initialize();

   // Copy specific fields
   var copyFields = ['short_description', 'description', 'contact', 'account', 'business_service', 'u_child_service', 'service_offering', 'priority', 'email_body'];
   copyFields.forEach(function(field) {
   if (sourceGR.isValidField(field)) {
   targetGR.setValue(field, sourceGR.getValue(field));
   }
   });

   // Work notes indicating the case was copied
   targetGR.work_notes = "Copied from Case " + sourceGR.number;

   // Apply UI-provided field values
   for (var fieldName in fields) {
   if (targetGR.isValidField(fieldName)) {
   targetGR.setValue(fieldName, fields[fieldName]);
   }
   }

   // Insert the new case
   var newSysId = targetGR.insert();
   if (newSysId) {
   // Copy attachments if requested
   if (fields.include_attachments === true || fields.include_attachments === 'true') {
   var attachResult = this._copyAttachments(srcSysId, newSysId);
   gs.info("Attachment copy result: " + attachResult);
   }
   result = newSysId + '';
   } else {
   gs.error('Failed to insert new case.');
   }

   return result;
   },

   // Function to copy attachments using GlideSysAttachment
   _copyAttachments: function(sourceSysId, targetSysId) {
   try {
   var attachment = new GlideSysAttachment();
   var copiedAttachments = attachment.copy('sn_customerservice_case', sourceSysId, 'sn_customerservice_case', targetSysId);
   if (copiedAttachments) {
   gs.info("Successfully copied " + copiedAttachments + " attachments from Case: " + sourceSysId + " to Case: " + targetSysId);
   return "Successfully copied attachments.";
   } else {
   gs.error("No attachments copied from Case: " + sourceSysId);
   return "No attachments copied.";
   }
   } catch (e) {
   gs.error("Error while copying attachments: " + e);
   return "Error copying attachments.";
   }
   },

   // Function to check if the case has attachments
   getCaseCopyAttachDetails: function() {
   var srcSysId = this.getParameter('sysparm_sys_id');
   var gr = new GlideRecord('sn_customerservice_case');

   if (gr.get(srcSysId)) {
   var answer = {};
   answer.hasAttachments = gr.hasAttachments();
   answer.copyAttachProp = gs.getProperty('sn_customerservice_case.copy_attach', 'true') === 'true';
   return JSON.stringify(answer);
   }

   return '';
   },

   type: 'CopyCaseUtils'

   });

4. UI Action (Workspace Client Script):

   function onClick(g_form) {
   // Create the fields array to hold the form fields for the modal
   var fields = [];

   // Call the Script Include to get the attachment details for the case
   var ga = new GlideAjax('CopyCaseUtils');
   ga.addParam('sysparm_name', 'getCaseCopyAttachDetails');
   ga.addParam('sysparm_sys_id', g_form.getUniqueValue()); // Pass the sys_id of the case being copied

   ga.getXMLAnswer(function(response) {
   response = JSON.parse(response + '');

   if (response && response.hasAttachments) {
   // If the case has attachments, ask if they should be copied
   fields.push({
   type: 'boolean',
   name: 'include_attachments',
   label: 'Include attachments', // Set label directly
   mandatory: false,
   value: response.copyAttachProp === "true" ? true : false,
   referringTable: 'sn_customerservice_case',
   referringRecordId: g_form.getUniqueValue()
   });
   }

   // Show a modal where the user can confirm the copy operation
   g_modal.showFields({
   title: 'Copy Case',
   size: "md",
   fields: fields,
   confirmTitle: 'Copy',
   confirmType: "confirm",
   instruction: 'Create a new case by copying the current case.'
   }).then(function(fieldValues) {
   var updatedFields = {};

   // Process the updated field values
   fieldValues.updatedFields.forEach(function(field) {
   updatedFields[field.name] = field.value;
   });

   // Call the Script Include to perform the case copy
   ga = new GlideAjax('CopyCaseUtils');
   ga.addParam('sysparm_name', 'copyCase');
   ga.addParam('sysparm_sys_id', g_form.getUniqueValue()); // Pass the sys_id of the case
   ga.addParam('sysparm_fields', JSON.stringify(updatedFields)); // Pass the updated fields

   ga.getXMLAnswer(function(response) {
   if (response + '' !== "false") {
   // If the copy was successful, open the new case
   g_aw.openRecord("sn_customerservice_case", response + "");
   } else {
   // If it failed, show an error message
   g_form.addErrorMessage('Failed to copy Case.');
   }
   });
   });
   });
   }

   Please mark my answer as helpful if this solution works for you.