Copy RITM description to REQ description

[abc1233]

Hi Team,

When revieiwing the list of active REQ tickets, the Description field is empty.
This needs to be populated based on what was input by the user, taking the information from  Description  field of the associated RITM ticket.

[ServiceNow Use6]

Please use Business Rule

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


   // Add your code here


   var sc = new GlideRecord('sc_req_item');


   sc.addQuery('sys_id', current.request_item);


   sc.query();


   while(sc.next()) {


   current.short_description = sc.short_description;


   current.update();


   }



})(current, previous);

https://www.servicenow.com/community/itsm-forum/copy-ritm-description-to-request-and-task/m-p/884900

Regards

Suman P.

[Peter Bodelier]

Hi @abc1233,

There are multiple ways to do that, easiest is probably to use a Business rule which is triggered on the insert of a RITM.

var requestRecord = GlideRecord('sc_request');
if (requestRecord.get(current.request.sys_id)){

requestRecord.setValue('description', current.description);
requestRecord.update();
}

But keep in mind that Request can potentially have multiple RITMs associated to them.

[Ankur Bawiskar]

@abc1233 

what happens when REQ have multiple RITMs belonging to different catalog items?

you can use workflow run script for this if this is required only for 1 catalog item

var req = current.request.getRefRecord();
req.description = current.description;
req.update();

OR

you can also use flow designer Update Record action if you are using flow only for 1 catalog item

OR
you can use after Insert BR on RITM if you want to do this for all catalog items

If my response helped please mark it correct and close the thread so that it benefits future readers.

[abc1233]

Hi @Ankur Bawiskar / @Peter Bodelier ,

Thanks for your response, but I want While  reviewing the list of active REQ tickets, the Description field to be updated (Description should be same as description of RITM)