Create a new record on a different table, pre-populate reference field?

[Robert_Cartwrig]

Hi all,

I'm kinda stuck on something and am looking for a little advice.   I'm getting that I might be stuck needing to run both server and client script in the same UI Action and that I may not be taking the proper steps to make this work.

The Use Case: A Tier 1 Agent is looking at a Consumer Record and needs to Create a New Case from a UI Action.   The new Case needs to be populated with a number of pieces of data from the Consumer record.   How do I make this happen?

The Issue:

• The OOB (with CSM)   "Create a New Case" UI action will create a new Case and populate the Consumer field - but using this, the normal option I use for passing data on UI Actions ("ccc.newfield = current.oldfield", and "setValue("fieldX", '42')") don't work when added to the OOB script.
• If I use custom code I've used in other situations to create a record and pass/set values, I can't seem to populate the Consumer and Company fields on the Case - but maybe I'm just passing the wrong data (email and a sys_is, respectively). I know I can type in an email address to the Consumer field and it resolves to a Consumer but this does not seem to happen from a UI Action, but passing Name doesn't work either - so I don't know what else to pass.   Same issue with Company, only I'm passing a sys_ID.

The Examples:

Here is an example of the OOB code that Creates a new Case and pre-populates Consumer:

var query = '/sn_customerservice_case.do?sys_id=-1&sysparm_view=case&sysparm_query=';
var subQuery = '';
if(!gs.nil(current.getValue("sys_id"))){
       if(query.length > 0)
               subQuery+='^consumer='+current.getValue("sys_id");
       else
               subQuery+='consumer='+current.getValue("sys_id");
}
action.setRedirectURL(query+subQuery);   

Here is an example of the code I would typically use in this situation:

createCase();
function createCase(){
var cs = new GlideRecord("sn_customerservice_case");
       cs.setValue("priority", '4');
       cs.setValue("u_corp_or_product", '2');
       cs.setValue("assignment_group",'f67899164fe66600ccee42fd0210c78e');
       cs.setValue("contact_type",'phone');
       cs.setValue("state",'10');
       cs.u_participant_id = current.u_participant_id;
       cs.u_incontact_id = current.u_incontact_id;
       cs.assigned_to = gs.getUserID();
       cs.consumer = current.email; //DOES NOT WORK
       cs.company = current.u_company_affiliation; //DOES NOT WORK
var sysID = cs.insert();
current.sn_customerservice_case_id = sysID;
var mySysID = current.update();
action.setRedirectURL(cs);
action.setReturnURL(current);
} 

Lines 13 and 14 above are what I cannot seem to make happen.   I've verified both are passing data by passing to a string field.

Any advice or suggestions here would be greatly appreciated.

Thank you,

Robert

[James_Neale]

Hey Robert,

You can see in the first code example you've posted from the OOB macro that the consumer field is being set by current.getValue('sys_id').

Line 13 needs to be:

cs.consumer = current.sys_id;

As for cs.company, that field doesn't exist on the table which is why you won't see it. It may be cs.u_company in your instance if you've added it as a custom field to point to your custom table for 'Company Affiliation'.

Cheers,

James

[Robert_Cartwrig]

Regarding sys_id: LOL - well that just makes too much sense. But the script still doesn't work to pre-populate Consumer (the reply below from sb1186 does).

As for company, that is on our Task table as an OOB field. Company Affiliation is a custom field.

Thanks for pointing out the sys_ID!

[sb1186 · Accepted solution]

Hi Robert,

I tried to replicate the scenario on my instance by trying to copy the value from a custom COMPANY field (Reference type) from an Incident to another custom COMPANY (Reference type) field on a Change via a UI action (Create Change) on the incident, through the following line of code:

changeRequest.setValue("u_rfc_company", current.u_inc_company);

The above piece of code copied the value from the company field on Incident to the company field on the change when I clicked the UI action.

Did you already try this? Did it not work in your case?

Regards
Supriya Bisht

[Robert_Cartwrig]

This did the trick.   Thanks Supriya!