Adding Related SCTASK record to an Incident ticket.

[RobertPC]

I have a script (see below) that converts Incident tickets to REQ/RITM/SCTASK. One of the last steps of the script is to add a note to the Incident activity log and then cancel the Incident. I created a new field on the Incident form called Related Task (u_reference_2) so we can have a link between the canceled incident and the new REQ/RITM/SCTASK. The issue I am having is that I cannot get the newly created SCTASK number to populate into the new Incident filed. I'm new to this whole script stuff, so if any one can help me I would appreciate it greatly.

// Below few lines of code works as a Client side script

function CreateStask() {

if(g_form.getValue('comments') == ''){

//Remove any existing field message, set comments mandatory, and show a new field message

g_form.setMandatory('comments', true); // Setting Additional comments are mandatory.

g_form.showFieldMsg('comments','Additional comments are mandatory when converting an Incident to SC Task.','error');

return false; //Abort submission

}

gsftSubmit(null, g_form.getFormElement(), 'create_catalog'); //MUST call the 'Action name'(Here action name is 'create_catalog' set in this UI Action

}

createTask();

function createTask(){

var Req = new GlideRecord('sc_request');

Req.initialize();

Req.setValue('short_description',current.short_description);

Req.setValue('requested_for',current.caller_id);

Req.requested_for= current.caller_id;

Req.insert();

var RITM = new GlideRecord('sc_req_item');

RITM.initialize();

RITM.setValue('request', Req.sys_id);

RITM.setValue('parent', Req.sys_id);

//RITM.setValue('assignment_group',current.assignment_group);

RITM.setValue('short_description',current.short_description); // give short description for the task

RITM.setValue('requested_for',current.caller_id);

RITM.insert();

//gs.addInfoMessage(RITM.number); //This line just for dispalying RITM number after conversion from incident to sc task.

var taskRec = new GlideRecord('sc_task');

taskRec.initialize();

taskRec.setValue('request_item',RITM.sys_id);

taskRec.setValue('requested_for',current.caller_id);

taskRec.setValue('assignment_group',current.assignment_group);

taskRec.setValue('assigned_to',current.assigned_to);

taskRec.setValue('short_description',current.short_description); // give short description for the task

taskRec.setValue('description',current.description);

taskRec.insert();

//gs.addInfoMessage(taskRec.number);

   current.comments .setJournalEntry("The Incident was canceled due to wrong ticket type, the Smart Desk has created Service Catalog Task " + taskRec.getDisplayValue());  

taskRec.setValue('u_reference_2',taskRec.current.number);

current.state ='8'; // Cancelling the incident after conversion to SC Task

current.setValue('active', 'false'); // Incident will be active = false after conversion

current.update();

action.setRedirectURL(taskRec);

}

[Jon23 · Accepted solution]

Hi @RobertPC ,

Try changing the line:

taskRec.insert();

 To:

var scTaskSysId = taskRec.insert();

Then use the variable to update the current incident:

current.setValue('u_reference_2', scTaskSysId);

[RobertPC]

That works great, thanks so much for the help