Automatically update the short description in request, ritm and sctask?

[Moedeb]

This question has been asked and answered in the past (even by myself), however I have tried all those and they are not working for me at all.

What I want should be fairly simple I would think. I have a Catalog Item with a select box and in that it decides the type of request that it is going to be, all I want is for the short description for the Request, Requested Item and the Task to be the same, but to use field contents to assist with making them mean something when looking through a list of them.

So as I've shown in the screen shot, something like this:

- Request creation of a [account_name] for [user_name].

I would really appreciate some help with this, thanks

[Raf1 · Accepted solution]

Hi Moe,

You can try the following:

1. For updating RITM short description, you can use a before business rule on sc_req_item table and use this line in the script:
current.short_description= 'Request creation of a ' + current.variables.<account name variable name> +' for ' + current.variables.<users variable name> +

2. For updating the Request short description, You can add a runscript in the workflow mapped to a catalog item like:

var gr = new GlideRecord('sc_request');
gr.addQuery('sys_id', current.request);
gr.query();

if(gr.next())

{

gr.short_description = current.short_description;
gr.update();

}

3. For updating the task short description, In the same workflow at the catalog task activity you can add the following scripts:

Advanced section:
task.short_description = current.short_description;

Regards,

Raf

[Moedeb]

Thank you for your reply - I've only tested the RITM part so far and have it working, apart from adding in the requester's name.

Is there a way to automatically add the currently logged in users full name (EG: Joe Bloggs) to the short description without needing to have a reference field on the portal form?

[Raf1]

Hi Moe,

You should be able to use :

gs.getUserDisplayName();

More information on the link below:

https://developer.servicenow.com/app.do#!/api_doc?v=kingston&id=r_GS-getUser

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Thanks,

Raf

[Moedeb]

Yep that worked nicely thank you, I'll certainly mark as correct once I've tried each of them out, thanks for your help.