Create an Incident from URL but...

Patrick51 · ‎07-31-2018

So I'm creating an application for an IT help desk. The idea is the customer will walk up to the help desk and swipe an RFID card. Through the application we will gain information like the users first name and last name or an email. With that email I want to use a URL to populate an incident report. like..

URL: https://<instance name>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3^caller_id=abel.tuter^assigned_to=javascript:gs.getUserID()

For this IT desk the assigned to will be the currently logged in user. That works great with the above URL. I run into a problem when I want to get the caller. The caller will be the walk up customer.

So my question is what can I do to achieve what I'm going for? I will have access to the back end so I can write whatever need be to achieve this. Ideally there would be some work around with just the URL but if that does not work I'm open to whatever. I think it needs to be something like I would have a script that could search up an ID based on the callers name or email. I'm just unsure how to parse caller_id since it is a reference.

Abhinay Erra · ‎08-01-2018

Here is the correct code

function onLoad(){

var id;
var cID ='';

var parmArr=getParmVal('sysparm_query').split("^");

for(i=0; i<parmArr.length; i++){

if(parmArr[i].indexOf("caller_id")>-1){

cID=parmArr[i].split("=")[1];

break;

}

}
var usr = new GlideRecord("sys_user");
usr.addQuery('email', cID);
usr.query();
if(usr.next()) {
id = usr.sys_id; //this will get you the sys_id of the user
}

if(id) {
g_form.setValue('caller_id', id);
}

}
function getParmVal(name){
var url = document.URL.parseQuery();
if(url[name]){
return decodeURI(url[name]);
}
else{
return;
}
}

View solution in original post

SanjivMeher · ‎07-31-2018

Where are you storing the RFID info after customer swipes in?

You should get the users email from there and query user table to get the sysid of the user and thenn populate the URL.

I assume, helpdesk will click on a button/ui action. The UI action should have all the logic

Please mark this response as correct or helpful if it assisted you with your question.

Abhinay Erra · ‎07-31-2018

You can do a GlideRecord query to the user table based on the first name and last name you got from the RFID card.

var usr= new GlideReciord("sys_user");

usr.addQuery('first_name",<first name>);

usr.addQuery("last_name",<last name>);

usr.query();

if(usr.next()){

//usr.sys_id; //this will get you the sys_id of the user

}

Patrick51 · ‎08-01-2018

As a caveat I'm very new to service now. So if I was to do this would I write a server side function, and call it with a client side script that parses the URL for the information?

Abhinay Erra · ‎08-01-2018

You can put this code in the client side as well. Can you post the code you have so that I can edit it for you