Business rule that writes a variable form one ticket into the message of another ticket

[Dan Lewis]

Hello,

The scenario is this;

I have a catalog item in our Service Portal called Request Help.  In this Request Help catalog item we ask for a reference ticket number.  This reference ticket number would be an existing ticket in our ServiceNow instance.  When a new Request Help catalog item is submitted I want to write this new ticket number into the reference ticket work notes.

I am able to do this in a Flow, but there is already a Flow attached to this catalog item.

So I think I need to do this with a business rule and a custom script, but my business rule script skills are minimal at best.  Can anyone give me some tips, resources, or examples that might help.

Thank you,
Dan

[Dan H]

Hi,

I am assuming you want to copy the RITM number of the new request help item into the related incident's worknote field.

Business rule:

Script:

(function executeRule(current, previous /*null when async*/) {

	var incident = current.variables.ticket; //replace 'ticket' with name of your ticket reference field
	var incidentGr = new GlideRecord('incident');
	incidentGr.get(incident);
	if(incidentGr){
		incidentGr.work_notes= ''+current.number;
		incidentGr.update();
	}
})(current, previous);

Hope this helps.

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H

[Dan Lewis]

Hi,

This worked great for an incident.

I know I wasn't specific, but I am trying to do this for a existing requested item.

Any idea how I would do that?

Thank you,

Dan

[Dan H]

Sure,

Should be:

(function executeRule(current, previous /*null when async*/) {

	var ritm = current.variables.ticket; //replace 'ticket' with name of your ticket reference field
	var ritmGr = new GlideRecord('sc_req_item');
	ritmGr.get(ritm);
	if(ritmGr){
		ritmGr.work_notes= ''+current.number;
		ritmGr.update();
	}
})(current, previous);

Let me know if any issues

[Dan Lewis]

Hi,

Okay, that totally makes sense.

The script is trying to create a new RITM to update rather than update an existing RITM.  Is that possible?

I am guessing the new RITM is created by the "new GlideRecord" statement.  Yes?

How do I find an existing?

Thanks so very much for all you help.

Thank you,
Dan