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 Lewis]

Hi,

It is very much just the code you gave me with the ticket changed.  Yes, runing in a business rule.  Whether it is set to before or after doesn't seem to make a difference.

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

var ritm = current.variables.reference_ticket_add_hr_or_deployment_ticket_number_here;
var ritmGr = new GlideRecord('sc_req_item');
ritmGr.get(ritm);
if(ritmGr){
ritmGr.work_notes = ""+current.number;
}
})(current, previous);

[Dan H]

I have it working with an AFTER business rule and the following script (same as before but this time using After and update()):

(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);

Please give this a try, if it doesn't work you may have a restriction on the RITM number field or something else causing an issue with duplicate keys

Hope this helps

[Dan Lewis]

Hello,

For some reason this just does not work in my ServiceNow instance.  Adding the update() also did not work and I have seen a lot of comments and documents that say not to use it.

I will have to find another way.

Thanks for all your help.