I am testing the "Service Desk Call" Plugin. So far its pretty good. But I noticed in the related lists they have a list for "Tasks By Same Caller". This lists displays all Incidents, Problems, Changes by the same user. I would like to change this filter to display Incident,Problem,Change, and Ticket(TKT) since we use record producers to create Tasks with the type of Ticket. For the life of me I cannot figure out how to edit this related list. It shows "Tasks" in the filter like it is reporting off of the task table with no filter, but that is not the case.
The relationship that defines that Related List appears to be Tasks by Same Caller (big surprise, there). This URL should get you there (put in your own instance): https://[instance].service-now.com/nav_to.do?uri=%2Fsys_relationship.do%3Fsys_id%3Dded31ff1eb000100eac006a2f206feb1%26sysparm_record_target%3Dsys_relationship%26sysparm_record_row%3D2%26sysparm_record_rows%3D2%26sysparm_record_list
It seems to grab records from the Task table where caller is the found in the mini-queries that comprise the encoded query
Try shoe-horning in a query for your Ticket table. Here's what I came up with:
var callerID = parent.caller;
if( JSUtil.notNil(callerID) ) {
var inc = "sys_class_name=incident^active=true^ref_incident.caller_id="+callerID;
var prb = "sys_class_name=problem^active=true^opened_by="+callerID;
var chg = "sys_class_name=change_request^active=true^ref_change_request.requested_by="+callerID;
var scr = "sys_class_name=sc_request^active=true^ref_sc_request.requested_for="+callerID;
var tkt = "sys_class_name=ticket^active=true^ref_ticket.requested_by="+callerID;
current.addEncodedQuery(inc+"^NQ"+prb+"^NQ"+chg+"^NQ"+scr+"^NQ"+tkt);
}
else
current.addEncodedQuery("sys_idISEMPTY");
In theory, this should grab all active records from the task table of class Incident, Problem, Change, Catalog Request, and Ticket where caller equals whatever fancy term is used on those records to denote 'belongs to this dude'
