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 Dan,

(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'); //it's not creating a new RITM record, think of it as creating a new filter on the sc_req_item table
	ritmGr.get(ritm); //query the table, to get the ritm record that has the sys id of the ritm that was provided in the forms reference field
	if(ritmGr){ //After the table is queried, if there is a record that matches
		ritmGr.work_notes= ''+current.number; //update that existing records work notes field with the current RITMs number(RITM created by request - the one that triggered this business rule - 
		ritmGr.update(); //update existing record to save changes
	}
})(current, previous);

I've added some comments to each line in the script, hope that helps clear up what the script is doing.

in pseudo code it is:

• storing the sys id of the record that is in the ticket reference field on the form.
• Searching the sc_req_item table for a record with that sys id
• Updating that existing tickets work notes field with the new (Current) ritm number.

Hope that helps

[Dan Lewis]

Hi,

Okay, I think I get it.

Unfortunately, I get an error on submit.  Any idea?

[Dan H]

Oh yes,

Now that we have changed the table we are querying, we don't need to include the update(); method in the business rule.

Revised script:

(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;
	}
})(current, previous);

[Dan Lewis]

Hello,

Sorry, I feel like I am really testing your good graces.

With that last update nothing happens.

I tested writing the ritmGr.number to the current.work_notes and that works, but it does not write current.number to ritmGr.work_notes.

Thank you.

[Dan H]

No problem at all, might take a few tries to get it sorted.

Would you mind pasting the script you're using below and are you also using a Before business rule?

Thanks