Creating an Incident from a Case

[MStritt]

On our Case table, we have a UI Action called 'Create Incident'. I would like to update the script so it passes the values in the 'Service' field (u_service) and 'Assignment Group field (assignment_group) on the Case to the newly created Incident.

Here's the script currently. How would I add the additional values?

[sachin_namjoshi · Accepted solution]

Use below code to update these custom fields.

createIncidentFromCase: function(caseGr, uiActionHandler) {
		var incGr = new GlideRecord("incident");
		var ep = new GlideScriptedExtensionPoint().getExtensions(ServiceManagementIntegrationConstants.CASE_INC_EXTENSION_POINT);
		//If there is any other new extension instance other than the OOB one, concat them together
		//The extension instance with higher order number would overwrite the one with lower order number
		for(var i = 0; i < ep.length; i ++){
			var point = ep[i];
			point.copyFieldsFromCaseToIncident(incGr, caseGr);
		}
		
		var incSysId = incGr.insert();
                var inc = new GlideRecord('incident');
                inc.addQuery('sys_id',incSysId);
                inc.query();
                while(inc.next()){

                  inc.cmdb_ci = current.u_service;
                  inc.assignment_group = current.assignment_group;
                  inc.update();

                }
		caseGr.incident = incSysId;
		caseGr.update();
		gs.addInfoMessage(gs.getMessage("Incident {0} created", incGr.number));
		uiActionHandler.openGlideRecord(incGr);
		uiActionHandler.setReturnURL(caseGr);
	},

Regards,

Sachin

[MStritt]

Thanks! Looks like I will have to contact ServiceNow for this. It's showing this script include is read-only.

[sachin_namjoshi]

You can create your own script include with these updates and call this script include from UI action.

Regards,

Sachin

[MStritt]

So, I would just create a new script include and only enter the code above? But, I would need to create a new UI Action called something different than 'Create Incident', correct? 

[sachin_namjoshi]

No need to create new UI action.

Just create new script include and copy code from OOB script include and call this script include your UI action.

Regards,

Sachin