***** Article Updated to work with latest versions of ServiceNow *****
So you've got a nice shiny new portal and customers are loving the new Service Catalog. Then the inevitable happens, requests start coming in for issues that need to be treated as incidents.
In this post, I will show you how to create a custom ui action, to cancel the original RITM, copy variables, attachments and customer comments to a newly created Incident.
Create Custom UI Action
- Navigate to System Definition > UI Actions.
- Click New.
- Complete UI Action with the following details.
- Click "Save" and you're done.
UI Action Fields
| UI action fields | Value |
|---|---|
| Name: | Convert to Incident |
| Table: | Requested Item [sc_req_item] |
| Form context menu: | true (ticked) |
| Hint: | Closes RITM and Creates Incident |
| Condition: | (current.active == true) && gs.hasRole("itil") |
 |
UI Action Script
/* Construct RITM Links
-----------------------------------------------------------------------------------------------------------------------*/
var ritmTable = current.getTableName();
var ritmSysID = current.getUniqueValue();
var ritmNum = current.getValue('number');
//SERVICE PORTAL: construct a link to the original RITM for inclusion in the customer comments of the incident.
var spRITMLink = spLink(ritmTable,ritmSysID,ritmNum);
//PLATFORM: construct a link to the parent RITM that itil users can use to navigate from the newly created incident.
var platformRITMLink = platformLink(ritmTable,ritmSysID,ritmNum);
/* Construct comments and work notes
-----------------------------------------------------------------------------------------------------------------------*/
var comments = '[code]Incident created from ' + spRITMLink + '<br><br>';
comments += '<strong>Catalog Item Information:</strong><br>';
comments += '<table>';
//Query RITM variables, utilising the variable label and displayValue to build a table.
var vars = current.variables.getElements();
for (var i = 0; i < vars.length; i++){
var question = vars[i].getQuestion();
comments += '<tr><td>' + question.getLabel() + ':</td><td>' + question.getDisplayValue() + '</td></tr>';
}
comments += '</table>[/code]';
//include customer comments from the RITM (-1 returns all journal entries for specified journal field)
var ritmComments = current.comments.getJournalEntry(-1);
if (JSUtil.notNil(ritmComments)) {
comments += '[code]<br><br><strong>Customer comments from ' + ritmNum + '</strong><br>[/code]';
comments += ritmComments;
}
var workNotes = 'Link to [code]' + platformRITMLink + '[/code] from within ServiceNow.';
/* Ascertain the Assignment Group
-----------------------------------------------------------------------------------------------------------------------*/
var assignmentGroup = getAssignmentGroup(ritmSysID);
/* Create Incident
-----------------------------------------------------------------------------------------------------------------------*/
var inc = new GlideRecord("incident");
inc.caller_id = current.request.requested_for;
inc.assignment_group = assignmentGroup;
inc.short_description = current.short_description;
inc.cmdb_ci = current.cmdb_ci;
inc.impact = current.impact;
inc.urgency = current.urgency;
inc.priority = current.priority;
inc.company = current.company;
inc.sys_domain = current.sys_domain;
inc.comments = comments;
inc.work_notes = workNotes;
inc.parent = ritmSysID;
var incSysID = inc.insert();
var incTable = inc.getTableName();
var incNum = inc.getValue('number');
/* Copy attachments to Incident
-----------------------------------------------------------------------------------------------------------------------*/
//copy any RITM attachments to the newly created incident
GlideSysAttachment.copy(ritmTable, ritmSysID, incTable, incSysID);
/* Construct Incident Links
-----------------------------------------------------------------------------------------------------------------------*/
//SERVICE PORTAL: construct a link to the Incident for inclusion in the customer comments of the RITM.
var spIncLink = spLink(incTable,incSysID,incNum);
//PLATFORM: construct a link to the Incident that itil users can use to navigate from the parent RITM in platform.
var platformIncLink = platformLink(incTable,incSysID,incNum);
/* Update comments and work notes
-----------------------------------------------------------------------------------------------------------------------*/
current.comments = 'RITM converted to [code]' + spIncLink + '[/code]. Please use this reference from now on.';
current.work_notes = 'Link to [code]' + platformIncLink + '[/code] from within ServiceNow.';
/* Close RITM as "Closed Incomplete"
-----------------------------------------------------------------------------------------------------------------------*/
current.setValue('state', '4');
current.setValue('stage', 'Request Cancelled');
current.setValue('active', 'false');
var mySysID = current.update();
gs.addInfoMessage(gs.getMessage("Incident {0} created", incNum));
action.setRedirectURL(inc);
action.setReturnURL(current);
/* Link builders
-----------------------------------------------------------------------------------------------------------------------*/
function spLink(table,sysID,num){
var link = '<a title="Service Portal Link" href="?id=ticket&table=' + table + '&sys_id=' + sysID + '">' + num + '</a>';
return link;
}
function platformLink(table,sysID,num){
var link = '<a title="Platform Link" href="' + table + '.do?sys_id=' + sysID + '">' + num + '</a>';
return link;
}
/* Locate the last assignment group
-----------------------------------------------------------------------------------------------------------------------*/
function getAssignmentGroup(ritmSysID) {
/* Return all active tasks relating to RITM ordered by newest task first i.e. last created ticket. */
var tskGrp = new GlideRecord('sc_task');
tskGrp.addActiveQuery();
tskGrp.addQuery('request_item', ritmSysID);
tskGrp.orderByDesc('number');
tskGrp.orderByDesc('sys_created_on');
tskGrp.query();
var assignmentGroup = '';
if(tskGrp.next()) {
//set the assignment group to the last generated active task's assignment group
assignmentGroup = tskGrp.getValue('assignment_group');
}
else {
/* Default to the Service Desk if a assignment group cannot be found */
//NOTE: This is a custom system property, containing the group sys_id for your service desk
//You will need to create it in sys_poperties if you want to fall back to your service desk
assignmentGroup = gs.getProperty('sc.service_desk');
}
return assignmentGroup;
}How to use
- Navigate to Service Catalog > Items.
- Select active RITM.
- Right Click on Header.
- Select Convert to Incident.
- You will be redirected to the new Incident.
 |
Hi All,
Can anyone tell me why the links in the Comments and Work Notes aren't working for me.
Hi @EricG,
RITMs don't natively have category or subcategory fields on the table. If you have those fields then it is probably a customisation.
Let's assume it is a customisation, then I would look at Your RITM category and subcategory values and see if there is a corresponding equivalent on the incident table. You may have used the same display values but under the hood the actual values may be different.
I'm also not sure what you are trying to do in this line?
inc.subcategory = current.u_choice_2;//select choice
Are you trying to set it to a static category and subcategory (choice 2 of your subcategory)? If so, you could just use the value to set the incident fields
Example:
inc.category = "inquiry"; // I actually prefer this syntax - inc.setValue("inquiry");
inc.subcategory = "email";
Let me know if this worked for you,
Brent
P.S. Please remember to bookmark this article and/or mark as helpful if you got some value from this post.
Thank you @Brent Sutton I appreciate that insight. I tested that further and when I select the work notes link from the platform it does take me directly to the incident. While testing, I impersonated a user with ITIL access and tried the convert to incident and was directed to a user form instead of the incident form opening. Any ideas if this is a permission issue or change to make?
Hello @Brent Sutton
The end-users are constantly selecting the wrong type of request. Your custom UI actions are an enormous help in resolving this issue. I need your guidance on how I can removed/modify the work note link as how in the screenshot below. I sincerely thank you for your time and effort.
Or changing the wording, because we don't use Quantity or Product Name.
