How to Pull Parent (sn_customerservice_case) fields into Child Problem record

[Brent Hagmayer]

We have a new segment of our company using sn_customerservice_case records for their external customer Support Tickets. We have a need for them to open Child Problem records as needed, and I cannot get the Problem form to pull in some of the fields when they create a New Problem record from the related records "Problems" tab I have placed at the bottom of their Ticket form. It pulls in the Parent Task (case) number, but I cannot add fields to the Problem form for Account because it is not listed as an available choice in the slush bucket when customizing the form. I really did not want to create a new fied on the Problem form for Account, I would rather it populate the existing Company field. I even tried allowing the Company field to allow for Class = Company and Class = Account. Currently, since only the Parent Task Number field populates, they have to use the magnifying glass to search through all records to populate the Company field and the Caller (of the Parent Case). How do I get a Child Problem to inherit some of the values of the Parent Case? I have it working fine with Problems that are Children of an Incident.

[Stijn Verhulst1]

Thanks for the input Brent, we're indeed close. What happens if you change current.account to parent.account.sys_id.toString() in your code?

Have been wrong in my own code earlier, apologies, was fairly late in the evening 😉

[Brent Hagmayer]

Hi Stijn, still no good. I am confused why I cannot get this work. Is the Customer Service Case a Task? I can't understand why I just can't use the same logic that is used in other Task fields: parent.company, parent.caller, etc.

The script is still working to populate the Short Description. But its not pulling the Parent.Company or Parent.Caller (Requested_For) fields. I've gone through this script a million times now and tried substituting in parent.account, current.account, etc. If you notice in the screen shot, I added the Parent Breadcrumbs field and it shows me the Ticket (Case) that is the parent, but I also have the out of the box "Parent" field added to the form and that is not displaying. It should be right under the Request Number field.