Copy all the variables and its values while converting from RITM to INC

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DB1
Tera Contributor

‎02-18-2025 05:05 AM

Hi Team,

 

There is a requirement for me to create an UI Action which converts RITM to INC.

So, I created an UI Action on RITM table and a Script Include.

Now the ask is to copy all the variables of the RITM to the description of the Incident.

 

I am trying something below:

 var allVARS = new global.GlobalServiceCatalogUtil().getVariablesForTask(ritm, false);
            var varlist = JSON.stringify(allVARS);
           
            gs.log("All vars " +varlist);
 
It returns the value of all the variables but 
 
All vars [{"label":"Open on behalf of this user","display_value":"BB","visible_summary":true,"multi_row":false,"type":8,"value":"8d9b33fa4718919075211711e36d43c3"},{"label":"Product","display_value":"abcd","visible_summary":true,"multi_row":false,"type":8,"value":"8244edba9756dd503334fdffe153af2f"}]
 
I am looking for to set the variable to description of the Incident in a better way. Need help on the same.
 
Thanks,
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sunil maddheshi
Tera Guru

‎02-18-2025 05:10 AM

@DB1 

Steps:

  1. Extract the label and display_value from allVARS.
  2. Format them as a readable string.
  3. Set this formatted string as the description of the Incident.

 

var allVARS = new global.GlobalServiceCatalogUtil().getVariablesForTask(ritm, false);
var descriptionText = '';

for (var i = 0; i < allVARS.length; i++) {
    var label = allVARS[i].label;  
    var value = allVARS[i].display_value;  
    descriptionText += label + ': ' + value + '\n';  // Formatting for better readability
}

// Assuming 'incident' is the newly created incident record
incident.description = descriptionText;
incident.update();

 

Please mark helpful/ Accept solution if this helps you 

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Viraj Hudlikar
Giga Sage

‎02-18-2025 05:14 AM

Hello @DB1 

 

Check this article 

(1) Convert an RITM to an Incident - ServiceNow Community

 

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

 

Thanks & Regards
Viraj Hudlikar.

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Siddhesh Gawade
Mega Sage
Mega Sage

‎02-18-2025 05:36 AM

Hello @DB1 , 

 

You can below code to show RITM variables on description of incident:

 var Num = current.sys_id;
    var gr = new GlideRecord('sc_req_item');
    gr.addQuery('sys_id', Num);
    gr.query();
    if(gr.next()) {
        //store the ritm number and variable information if required
        var ritmNum = gr.getValue('number');
        var itemName = gr.getDisplayValue('cat_item');
        var names = Object.keys(gr.variables);
        var string = '';
        for (var i = 0; i < names.length; i++) {
            //get the all variables and store.
            var variable = gr.variables[names[i]];
            if (variable.getLabel() && variable.getDisplayValue()) {

                //store the all variables in formated form.
                string += variable.getLabel() + ": " + variable.getDisplayValue() + '<br>';
            }


        }
        //set the ritms and variable information in description field of incident
        inc.description+= '<p style="font-size:11pt;"><b>' + 'Requested Item: ' + ritmNum + ' - ' + itemName + '</b>' + '<br><br>';
		inc.description+= string + '<br><br><br></p>';
    }
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