Copy attachments from Interaction to Request on click of Create Request button

[rishabh31]

Dear Team,

I have a requirement to copy/transfer attachments of Interaction Record to Request record when Create Request UI Action button clicked on associated Interaction Record.

It is working fine with Incident record due to the line 28 and 29 on the below Create Incident UI Action script

as it refers to below script include 

I have tried the below solution provided in community for same issue but not working properly

https://www.servicenow.com/community/itsm-forum/how-to-transfer-attached-files-from-interaction-to-r...

Currently I have the custom UI Action for Create Request button on Interaction table, which redirects directly to REQ record for a particular catalog item, it is woking fine but I stuck here on click of Create request button it should copy the attachmnets of Interaction to Request created, same as it is working for Incident created.

Below is my UI Action 'Create Request' script

createServiceRequest();
createM2M();

function createServiceRequest() {
    var cart = new Cart();
    var item = cart.addItem('d97d2beb97ae3110e6e3bb5ef053af85'); // sys_id of General request catalog item
    cart.setVariable(item, 'description', current.short_description);
    cart.setVariable(item, 'requested_for', current.opened_for);
    var cartGR = cart.getCart();
    cartGR.requested_for = current.opened_for;
    cartGR.update();
    var newSerReq = cart.placeOrder();
    newSerReq.opened_by = current.opened_for;
    newSerReq.update();
    current.parent = getRITM(newSerReq.sys_id);
    current.update();
    var disMessage = 'Interaction ' + current.number + ' has been converted into Service Request ' + newSerReq.number;
    gs.addInfoMessage(disMessage);
    action.setRedirectURL(newSerReq);
    action.setReturnURL(current);
}

function getRITM(serReq) {
    var ritm = '';
    var grRITM = new GlideRecord('sc_req_item');
    grRITM.addQuery('request', serReq);
    grRITM.query();
    if (grRITM.next()) {
        ritm = grRITM.sys_id;
    }
    return ritm;
}

function createM2M(grRITM) {
    var gr = new GlideRecord('interaction_related_record');
    gr.newRecord();
    gr.document_table = 'sc_req_item';
    gr.interaction = current.sys_id;
    gr.document_id = grRITM.sys_id();
    //gr.task = grRITM.sys_id();
    gr.type = 'task';
    gr.insert();

	GlideSysAttachment.copy('interaction', current.interaction, 'sc_req_item', ritm.sys_id);
	//'interaction', current.interaction, 'sc_req_item', ritm.sys_id
}
/*When Create Request button clicked from respective IMS record, then State of IMS sets to 'Closed Complete' and 
worknotes populated as 'Request created'*/
current.state = "closed_complete"; // add closed state value
current.work_notes = "Request created";
current.update();

I have tried almost all similar community posts to get this resolved but no luck.

Please help!

Thanks

[Jaspal Singh]

Hi Rishabh,

Can you get the attachment copy line moved to the last line i.e. after current.update();

Additionally, why not show attachments as related list instead of copying attachments to target record. Link for additional reference.

[rishabh31]

Hello @Jaspal Singh Sir, I have advised them for the alternative approach similar as you advised but since they want closure of IMS record when Create Incident or Create request button clicked so that is why they want direct copy of attachments. (I have marked your shared link helpful).

Also I moved attachment copy line to the last line i.e. after current.update(); but still not working.

Requesting if possible for you to provide its solution

[Jaspal Singh]

Please try below

GlideSysAttachment.copy('interaction', current.sys_id, 'sc_req_item', ritm.sys_id);

[rishabh31]

@Jaspal Singh Sir, I tried the modified script, it is not working as expected, same thing like a new REQ created along with RITM but attachment missed. I am continuously attaching attachment on IMS record but it did not copy the attachment to newly cretaed REQ

Currenly my UI Action Script and its configuration looks like:

createServiceRequest();
createM2M();

function createServiceRequest() {
    var cart = new Cart();
    var item = cart.addItem('d97d2beb97ae3110e6e3bb5ef053af85'); // sys_id of General request catalog item
    cart.setVariable(item, 'description', current.short_description);
    cart.setVariable(item, 'requested_for', current.opened_for);
    var cartGR = cart.getCart();
    cartGR.requested_for = current.opened_for;
    cartGR.update();
    var newSerReq = cart.placeOrder();
    newSerReq.opened_by = current.opened_for;
    newSerReq.update();
    current.parent = getRITM(newSerReq.sys_id);
    current.update();
    var disMessage = 'Interaction ' + current.number + ' has been converted into Service Request ' + newSerReq.number;
    gs.addInfoMessage(disMessage);
    action.setRedirectURL(newSerReq);
    action.setReturnURL(current);
}

function getRITM(serReq) {
    var ritm = '';
    var grRITM = new GlideRecord('sc_req_item');
    grRITM.addQuery('request', serReq);
    grRITM.query();
    if (grRITM.next()) {
        ritm = grRITM.sys_id;
    }
    return ritm;
}

function createM2M(grRITM) {
    var gr = new GlideRecord('interaction_related_record');
    gr.newRecord();
    gr.document_table = 'sc_req_item';
    gr.interaction = current.sys_id;
    gr.document_id = grRITM.sys_id();
    //gr.task = grRITM.sys_id();
    gr.type = 'task';
    gr.insert();

	
	//'interaction', current.interaction, 'sc_req_item', ritm.sys_id
}
/*When Create Request button clicked from respective IMS record, then State of IMS sets to 'Closed Complete' and 
worknotes populated as 'Request created'*/
current.state = "closed_complete"; // add closed state value
current.work_notes = "Request created";
current.update();

//GlideSysAttachment.copy('interaction', current.interaction, 'sc_req_item', ritm.sys_id);
GlideSysAttachment.copy('interaction', current.sys_id, 'sc_req_item', ritm.sys_id);

That will be great if you can try this in your PDI.

Thanks