Business Rule to Close INC and Create RITM

Tyler Jones · ‎05-22-2023

Hello all,

I'm very new to scripting, but I'm trying to put together the following:

Expectation:

If a user is in a group called MXUsers and they submit an INC, it should be closed and a REQ should be created and trigger the workflow for a specific catalog item.

Current Status:

The INC gets closed with all the fields I've defined in the script. The REQ gets created with the correct RITM.

Roadblock:

The workflow does not trigger. The RITM should be approved by one of our internal IT groups and create a Task.

I have validated the workflow and tested straight from the Service Catalog which works as expected. Below is the script I'm using:

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

// Add your code here
//If the user is in the MXUsers group, this script should run
var incidentCallerID = current.caller_id;
var specificGroup = 'MXUsers';

var groupMember = false;
var userGR = new GlideUser();
userGR.get(incidentCallerID);
var userGroups = userGR.getMyGroups();
while (userGroups.next()) {
if (userGroups.name == specificGroup) {
groupMember = true;
break;
}
}

//Create REQ
var requestGR = new GlideRecord('sc_request');
requestGR.initialize();
requestGR.requested_for = current.caller_id;
requestGR.short_description = current.short_description;

var requestSysID = requestGR.insert();

//Create RITM
var requestItemGR = new GlideRecord('sc_req_item');
requestItemGR.initialize();
requestItemGR.request = requestSysID;
requestItemGR.cat_item = '0ef92e0d1b3f91105bc24002dd4bcb7b';
requestItemGR.short_description = current.short_description;
requestItemGR.insertWithReferences();

// var ritmSysID = requestItemGR.insert(); This was line 33 at first //

//Set fields on INC
current.state = 7;
current.assigned_to = '60fc7e111b1745505bc24002dd4bcbd5'; //Assign to Glenn
current.assignment_group = '46f9f7c41bb1e090e0f5eac9bc4bcbeb'; //Assign to Helpdesk
current.close_code = 'Not Solved (Raised Request)';
current.u_category = 'Inquiry / Help';
current.u_subcategory = 'Ticket Routing';

//Get new RITM number to show in Resolution Notes
var ritmNumber = '';
var ritmGR = new GlideRecord('sc_req_item');
ritmGR.addQuery('request', requestSysID);
ritmGR.query();
if (ritmGR.next()) {
ritmNumber = ritmGR.number;
}

var closeNotes = 'Raised Request - ' + ritmNumber;
current.close_notes = closeNotes;
current.update();

}

)(current, previous);

Othman Arkab · ‎05-24-2023

Replace the part of your code //Create REQ and //Create RITM by Cart code and if you want to change the short description of your RITM you need to query .
it can be something like this :

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

// Add your code here
//If the user is in the MXUsers group, this script should run
var incidentCallerID = current.caller_id;
var specificGroup = 'MXUsers';

var groupMember = false;
var userGR = new GlideUser();
userGR.get(incidentCallerID);
var userGroups = userGR.getMyGroups();
while (userGroups.next()) {
if (userGroups.name == specificGroup) {
groupMember = true;
break;
}
}

//Create your Request

var cart = new Cart(null, gs.getUserID());

var item = cart.addItem("0ef92e0d1b3f91105bc24002dd4bcb7b");

cart.setVariable(item, 'var1', 'value1');

cart.setVariable(item, 'var2','value2');

var rc = cart.placeOrder();

//Query for RITM Created

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('request',rc.sys_id);

ritm.query();

if(ritm.next()){

ritm.short_description = current.short_description;

ritm.update();

}

//Set fields on INC
current.state = 7;
current.assigned_to = '60fc7e111b1745505bc24002dd4bcbd5'; //Assign to Glenn
current.assignment_group = '46f9f7c41bb1e090e0f5eac9bc4bcbeb'; //Assign to Helpdesk
current.close_code = 'Not Solved (Raised Request)';
current.u_category = 'Inquiry / Help';
current.u_subcategory = 'Ticket Routing';

var closeNotes = 'Raised Request - ' + ritm.number;
current.close_notes = closeNotes;
current.update();
}

)(current, previous);

View solution in original post

Tyler Jones · ‎05-24-2023

Hi OthArk,

One more question. Everything works as expected, including the Short Description being copied to the RITM. I just need the body of the email to copy over to the Description field. I've tried many ways to do this. What would you recommend?