Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

[Wardma]

Ive been racking my brain for a few days trying to understand where to change the sc_request variable to show the RITM instead of the REQ when the Virtual Agent lists out the Requests and Incidents. So far, Ive not been able to locate a single solution. Below is the OOTB script unmodified and I've tried changing the sc_request to sc_req_item. 

<?xml version="1.0" encoding="UTF-8"?><record_update table="sys_script_include"><sys_script_include action="INSERT_OR_UPDATE"><access>public</access><active>true</active><api_name>global.VATopicsHelper</api_name><caller_access/><client_callable>false</client_callable><description>Common helper functions used in the example topics</description><name>VATopicsHelper</name><script><![CDATA[var VATopicsHelper = Class.create();
VATopicsHelper.prototype = {
    initialize: function() {},

    getTableRecords: function(tblName, encQuery) {
        var records = [];

        var grCnt = new GlideRecord(tblName);
        if (encQuery != '')
            grCnt.addEncodedQuery(encQuery);
        grCnt.query();

        while (grCnt.next())
            records.push(grCnt.getUniqueValue());
        return records;
    },

    getUserOpenTicketsMessage: function(user, incQuery, hrQuery, reqQuery, portalName, userLanguage) {
        this.portalName = portalName;
        if (gs.nil(userLanguage))
            userLanguage = vaContext.getRequesterLang();
        var ints = this.getTableRecords('incident', incQuery);
        var reqs = this.getTableRecords('sc_request', reqQuery);
        var intCnt = ints.length;
        var reqCnt = reqs.length;
        var hrCnt = 0;
        var hrCases = [];
        if (!GlidePluginManager.isActive('com.sn_hr_core'))
            hrCnt = -1;
        else {
            try { //try catch, so any cross scope error for HR doesnt interrupt the flow
                hrCases = this.getTableRecords('sn_hr_core_case', hrQuery);
                hrCnt = hrCases.length;
            } catch (e) {
                gs.info("There was an error processing HR cases:" + e);
            }
        }

        var msg = '';

        var incUrl = this._getSPUrl('incident', incQuery, ints);
        var hrUrl = this._getSPUrl('sn_hr_core_case', hrQuery, hrCases);
        var reqUrl = this._getSPUrl('sc_request', reqQuery, reqs);

        var incLabel = (intCnt > 1) ? gs.getMessageLang('Incidents', userLanguage) : gs.getMessageLang('Incident', userLanguage);
        var hrLabel = (hrCnt > 1) ? gs.getMessageLang('HR Cases', userLanguage) : gs.getMessageLang('HR Case', userLanguage);
        var reqLabel = (reqCnt > 1) ? gs.getMessageLang('Requests', userLanguage) : gs.getMessageLang('Request', userLanguage);

        var tickets = [];
        if (intCnt > 0) {
            tickets.push(incUrl);
            tickets.push(intCnt.toFixed());
            tickets.push(incLabel);
        }
        if (hrCnt > 0) {
            tickets.push(hrUrl);
            tickets.push(hrCnt.toFixed());
            tickets.push(hrLabel);
        }
        if (reqCnt > 0) {
            tickets.push(reqUrl);
            tickets.push(reqCnt.toFixed());
            tickets.push(reqLabel);
        }

        if (tickets.length == 0)
            return '';

        var cnt = (tickets.length / 3);
        switch (cnt) {
            case 1:
                msg += gs.getMessageLang('ITSMVA_DynamicGreeting_1', userLanguage, tickets);
                break;
            case 2:
                msg += gs.getMessageLang('ITSMVA_DynamicGreeting_2', userLanguage, tickets);
                break;
            case 3:
                msg += gs.getMessageLang('ITSMVA_DynamicGreeting_3', userLanguage, tickets);
                break;
        }
        return msg;
    },

    _getSPUrl: function(table, filter, records) {
        var baseURL = gs.getProperty('glide.servlet.uri');
        var link = baseURL + this.portalName + '?id=list&table=' + table + '&filter=' + filter;
        if (records.length == 1)
            link = baseURL + this.portalName + '?id=form&table=' + table + '&sys_id=' + records.join();

        return link;
    },

    getOutages: function(outageTbl, encQuery, limit, userLanguage) {
        var message = '';
        if (!limit) limit = 3;
        if (gs.nil(userLanguage))
            userLanguage = vaContext.getRequesterLang();

        var grOutage = new GlideRecord(outageTbl);
        grOutage.addEncodedQuery(encQuery);
        if (limit > 0)
            grOutage.setLimit(limit);
        grOutage.orderByDesc('begin');
        grOutage.query();
        message += (grOutage.getRowCount() > 0) ? gs.getMessageLang('Service degradations I am currently aware of ', userLanguage) : '';
        while (grOutage.next()) {
            var msg = '<li>';
            var type = grOutage.getDisplayValue('type');
            var name = grOutage.getDisplayValue('cmdb_ci');
            var start_time = new GlideDateTime(grOutage.getValue('begin'));
            var end_time = grOutage.getValue('end');
            msg += gs.getMessageLang('{0} of {1} that began at {2}.', userLanguage, [type, name, start_time.getDisplayValue()]);
            if (end_time != '') {
                msg += gs.getMessageLang(' The {0} is expected to end at {1}.', userLanguage, [type, (new GlideDateTime(end_time)).getDisplayValue()]);
            }
            msg += '</li>';
            message += msg;
        }
        return message;
    },
    outagesInfo: function(outageTbl, encQuery, limit, userLanguage) {
        var message = [];
        if (gs.nil(userLanguage))
            userLanguage = vaContext.getRequesterLanguage();
        if (!limit) limit = 3;
        var grOutage = new GlideRecord(outageTbl);
        grOutage.addEncodedQuery(encQuery);
        if (limit > 0)
            grOutage.setLimit(limit);
        grOutage.orderByDesc('begin');
        grOutage.query();
        if (grOutage.getRowCount() > 0) {
            message.push(gs.getMessageLang('Service degradations I am currently aware of \n\n', userLanguage));
        }
        while (grOutage.next()) {
            var type = grOutage.getDisplayValue('type');
            var name = grOutage.getDisplayValue('cmdb_ci');
            var start_time = new GlideDateTime(grOutage.getValue('begin'));
            var end_time = grOutage.getValue('end');
            message.push("- ");
            message.push(gs.getMessageLang('{0} of {1} that began at {2}.', userLanguage, [type, name, start_time.getDisplayValue()]));
            if (end_time != '') {
                message.push(gs.getMessageLang(' The {0} is expected to end at {1}.', userLanguage, [type, (new GlideDateTime(end_time)).getDisplayValue()]));
            }
            message.push("\n\n");
        }
        return message.join('');
    },
    openTicketsInfo: function(deviceType, userLanguage, portalName) {
        var tables = [];
        var portal_pages = [];
        if (gs.nil(userLanguage))
            userLanguage = vaContext.getRequesterLang();
        if (gs.nil(portalName))
            portalName = vaVars.portalName;
        var records = this.getMyRequestSysIds(tables, portal_pages, deviceType);
        var recordsCount = records.length;
        var baseURL = gs.getProperty('glide.servlet.uri');
        var link = baseURL + portalName + '?id=my_requests';
        var reqLabel = (recordsCount > 1) ? gs.getMessageLang('Open Issues', userLanguage) : gs.getMessageLang('Open Issue', userLanguage);
        return gs.getMessageLang("You currently have [**{0} {1}**]({2})", userLanguage, [recordsCount.toFixed(), reqLabel, link]);
    },
    getMyRequestSysIds: function(tables, portal_pages, deviceType) {
        var ids = [];
        var rq_filter = new GlideRecord('request_filter');
        rq_filter.addActiveQuery();
        if (gs.nil(deviceType))
            deviceType = vaContext.deviceType;
        if (deviceType == 'android' || deviceType == 'ios') {
            // 100 Implies Mobile
            if (rq_filter.isValidField('applies_to'))
                rq_filter.addQuery('applies_to', 100);
        } else {
            // 1 Implies Service portal and 10 Implies Desktop/Service Portal
            if (rq_filter.isValidField('applies_to'))
                rq_filter.addQuery('applies_to', 1).addOrCondition('applies_to', 10);
        }
        rq_filter.query();
        while (rq_filter.next()) {
            var tableName = rq_filter.table_name;
            if (rq_filter.isValidField('table'))
                tableName = rq_filter.table;
            var gr = new GlideRecord(tableName);
            gr.addQuery(rq_filter.filter);
            gr.addActiveQuery();
            gr.query();
            while (gr.next()) {
                ids.push(gr.sys_id.toString());
                tables.push(rq_filter.table.toString());
                portal_pages.push(rq_filter.portal_page.id.toString());
            }
        }
        return ids;
    },
    openTicketsStatus: function(deviceType, userLanguage, portalName) {
        var statusMsg = [];
        if (gs.nil(userLanguage))
            userLanguage = vaContext.getRequesterLang();
        if (gs.nil(portalName))
            portalName = vaVars.portalName;
        var baseURL = gs.getProperty('glide.servlet.uri');
        var tables = [];
        var portal_pages = [];
        var records = this.getMyRequestSysIds(tables, portal_pages, deviceType);
        var recordsCount = records.length;
        for (var i = 0; i < recordsCount; i++) {
         // var statusLink = baseURL + portalName + '?id=' + portal_pages[i] + '&table=' + tables[i] + '&sys_id=' + records[i];
			var statusLink = baseURL + portalName + '?id=abbott_ticket' + '&sys_id=' + records[i];
            var statusGr = new GlideRecord(tables[i]);
            statusGr.get(records[i]);
            var statusRecordNumber = statusGr.number;
            var statusRecordShortDescription = statusGr.short_description;
            var statusRecordState = statusGr.state.getDisplayValue();
            if (tables[i] == 'sc_request') {
                var requestedItem = new GlideRecord('sc_req_item');
                requestedItem.addQuery('request', statusGr.sys_id);
                requestedItem.query();
                if (requestedItem.next()) {
                    statusRecordState = requestedItem.stage.getDisplayValue();
                }
            }

            if (statusRecordShortDescription != '') {
                statusMsg.push(gs.getMessageLang("[**{0}**]({1}) : **{2}** status is **{3}**", userLanguage, [statusRecordNumber, statusLink, statusRecordShortDescription, statusRecordState]));
            } else {
                statusMsg.push(gs.getMessageLang("[**{0}**]({1}) status is **{2}**", userLanguage, [statusRecordNumber, statusLink, statusRecordState]));
            }
        }
        return statusMsg.join('\n');
    },
    openTicketsCount: function(deviceType) {
        var tables = [];
        var portal_pages = [];
        var records = this.getMyRequestSysIds(tables, portal_pages, deviceType);
        return records.length;
    },
    type: 'VATopicsHelper'
};]]></script><sys_class_name>sys_script_include</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2020-03-03 22:44:35</sys_created_on><sys_id>e1bc2f8653170010c839ddeeff7b12f9</sys_id><sys_mod_count>30</sys_mod_count><sys_name>VATopicsHelper</sys_name><sys_package display_value="Service Management Virtual Agent Core" source="com.glideapp.sm_va_core">794c47c8db230110bc06287f059619a3</sys_package><sys_policy/><sys_scope display_value="Global">global</sys_scope><sys_update_name>sys_script_include_e1bc2f8653170010c839ddeeff7b12f9</sys_update_name><sys_updated_by>WARDMA</sys_updated_by><sys_updated_on>2023-05-17 19:33:52</sys_updated_on></sys_script_include></record_update>

[PRS25]

Thanks @Wardma, this worked for me.

Just one additional thought for which I am unsure of - 'Will this modification impact any other configuration on platform that we should be worried about?'

[Wardma]

To my knowledge, no this will not impact any other configuration on the platform. The explanation of the code is that the variable in the code was already assigned or defined. All we are doing here is updating what table its pointing to. 

As far as the update to the filter request no. There shouldn't be anything there either that would cause an issue or impact to any configuration.

The point of this instruction is for the end user view to be visible accurately for the end user and redirecting the end user to the view that they essentially should be looking at for updates on their request item. If the user viewing their request has the fulfiller role then they can alternatively review the items attached to their request item view the fulfiller view, this generally applies to analysts/technicians performing the work that is assigned to them or their groups.