Passing variables from interaction record ti catalog item in Agent Workspace

[Forrest Falk]

We are starting to implement the ITSM Agent Workspace and would like to pass the the opened for variable on the interaction record to a variable in the catalog item form. How can you pass a variable from the interaction record in the Agent Workspace to the catalog item when an agent presses the create request button on the interaction record? 

Thank you in advance for any tips or tricks!

Example Steps:

1. First an interaction record is created for a user and then the "Create Incident" button is pressed

2. The service catalog it opened from the "Create Request" button. We then select a catalog item (Smart Hands in this case).

3. Finally the catalog item (Smart hands) is opened and currently displays the logged in user, but we would like to pass the variable over from the interaction record.

[trevorjerue]

I am curious that your Create Incident button is opening the Service Catalog in Agent workspace...

But either way, you can accomplish this through changing how the UI action works for Creating Request/Incident/etc.

Example with how my UI action works for opening a case through Workspace

if(!gs.nil(current.opened_for))
newRecord.setValue("u_affected_user", current.getValue("opened_for"));
newRecord.setValue("short_description", current.getValue("short_description"));
newRecord.setValue("assigned_to", current.getValue("assigned_to"));

There is a separate Customer Service Request Integrations plugin that handles these through script includes though, I think that is for CSM specifically.

[Mike Stockman1]

i noticed above you hi-light 'create incident'.  you actually meant to hi-light 'create request' correct?

[Forrest Falk]

Thank you for your response Mike!

Yes, I meant "Create Request" in the question above. I went ahead and corrected the question. Please let me know if you have any ideas.

Thanks,

Forrest

[Forrest Falk · Accepted solution]

We figured it out. Below is an example script on how to get a user from an interaction in agent workspace and apply it to a requested for field on a catalog item.