Attachment from cat item is not carried over to the table where a record is inserted via workflow

[ss123]

Hi!

We have a catalog item in the portal which also creates an incident record based on the selected value in a field.

For example if the Request type= Incident, an incident record should be submitted. If the Request type=Request, it should create the usual process wherein it has Request>RITM>Sctask

The problem is that when Request type= Incident, the attachment attached in the portal, when submitted, the incident record has no attachment/ it did not carried over the attachment from the portal.

I checked the sys_attachment table and the attachment was under the sc_req_item instead of incident. How can we fix this?

Thanks!

[Community Alums]

Hi @ss123 ,

Please try the below code snippet to solve the issue.

If incidents are getting created from requested item then follow the below config-

    if (current.request_type == 'incident') {
        // Create a new incident record
        var inc = new GlideRecord('incident');
        inc.initialize();
        inc.short_description = current.short_description;
        inc.description = current.description;
        inc.caller_id = current.requested_for;
        inc.insert();

        // Copy attachments
        GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', inc.sys_id);
}

Note: Here we are considering that the incident is getting created based on RITM

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar

[ss123]

Hi @Community Alums , I tried to use the script below but it still not getting the attached document from the RITM

// Copy attachments
        GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', inc.sys_id);

Here's our actual script on the workflow. Maybe I'm placing it on the wrong line?

var gr = new GlideRecord('incident');
gr.initialize();


gr.short_description = 	current.variables.please_select_application.getDisplayValue() + ': ' +  current.variables.issue_request_type.getDisplayValue() + ' | ' + 	current.variables.short_description;
gr.category = 'application';
///gr.assignment_group = '5c046272dbcf285083215843e2961930';
gr.assignment_group = 'f26217851bbcb300461376e1dd4bcb70';
gr.caller_id = current.variables.itsm_requested_by;
gr.u_open_for = current.variables.itsm_requested_for;
gr.description = 'Client:  \n' + current.variables.client + '\n\nPlease describe your issue / request below:\n' + current.variables.please_describe_your_issue_request_below_gipm + current.variables.please_describe_your_issue_request_below + current.variables.please_describe_your_issue_request_below_bipc + current.variables.please_describe_your_issue_request_below_fft + current.variables.please_describe_your_issue_request_below_maps;

gr.watch_list = current.variables.please_add_any_additional_recipients_for_completion_email_if_applicable;
//'sys_id'+ ',' +


var urg = current.variables.itsm_urgency;
var app = current.variables.please_select_application;


if (urg == 'high')
    gr.urgency = '1';
else if (urg == 'medium')
    gr.urgency = '2';
else
    gr.variables.urgency = '3';

if (app == '5e14a42f1b9f7014f2e51fc58d4bcb31') //GIPM
	gr.cmdb_ci = '5e14a42f1b9f7014f2e51fc58d4bcb31';
else if (app == 'd214a42f1b9f7014f2e51fc58d4bcb30') //BIPC
	gr.cmdb_ci = 'd214a42f1b9f7014f2e51fc58d4bcb30';
else if (app == '5614a42f1b9f7014f2e51fc58d4bcb33') // MAPS
	gr.cmdb_ci = '5614a42f1b9f7014f2e51fc58d4bcb33';
else if (app == '1214a42f1b9f7014f2e51fc58d4bcb31') // FFT
	gr.cmdb_ci = '1214a42f1b9f7014f2e51fc58d4bcb31';
else if (app == '9614a42f1b9f7014f2e51fc58d4bcb2f') // AFFT
	gr.cmdb_ci = '9614a42f1b9f7014f2e51fc58d4bcb2f';
else if (app == 'c714e42f1b9f7014f2e51fc58d4bcb83') //IPM
	gr.cmdb_ci = 'c714e42f1b9f7014f2e51fc58d4bcb83';
	
gr.contact_type = '	self-service';

gr.parent = current.getUniqueValue(); // Attaches incident to Request item helps in tracking

gr.setWorkflow(false);
// Copy attachments
        GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', gr.sys_id);
gr.insert();



current.short_description = "IPSU Applications : Please refer to the Incident";
current.description = "Please refer to " + gr.number;


var grRequest = new GlideRecord('sc_request');
grRequest.get(current.request);

//set request values
grRequest.short_description = current.short_description;
grRequest.description = "Please refer to " + gr.number;
grRequest.update();



/*var gr_task = new GlideRecord('incident_task');
gr_task.initialize();

gr_task.incident = gr.sys_id;
gr_task.short_description = 	current.variables.please_select_application.getDisplayValue() + ': ' +  current.variables.issue_request_type.getDisplayValue() + ' | ' + 	current.variables.short_description;
gr_task.assignment_group = '5c7492f21bbe04d0b0ceda48cc4bcb85';
gr_task.cmdb_ci = gr.cmdb_ci;

gr_task.setWorkflow(false);

gr_task.insert();

*/

///workflow.scratchpad.incnumber = gr.number;

current.variables.incident_number = gr.number;

Thanks.

[ss123]

Hi @Community Alums 

Maybe this can help but upon checking the incident created from an RITM has a field which refers to the originated RITM.

Thanks.

[Community Alums]

Hi @ss123 ,

I believe the issue is with the below line of code where you are trying to copy the attachment

Here you are trying to copy the attachment without having the sys_id of the incident.

Before insert how can you get the sys_id of a recored, thats the reason.

gr.setWorkflow(false);
// Copy attachments
        GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', gr.sys_id);
gr.insert();

Please replace the above code with the new code provided below-

gr.setWorkflow(false);
var newIncidentId = gr.insert();
if (newIncidentId) {    
    // Copy attachments from the catalog item to the newly created incident
    var copied = GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', newIncidentId);
    }

here we are capturing the newly created incident sys_id and then copying the attachment.

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar