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?

[MStritt]

OK. Haven't really dealt with script includes. So, want to make sure I got this straight.

1. Create new script include. Will need to create a new name. Maybe similar to the current one. For example: ServiceManagementIncidentUtils_2

2. Copy OOB code and include the new lines you've provided.

3. Go to the 'Create Incident' UI Action and reference this new script include (ServiceManagementIncidentUtils_2).

[sachin_namjoshi]

Yes, you are on right path.

Make sure that your script include is in same scope like your UI action to avoid in scope issues.

Regards,

Sachin

[MStritt]

OK. Got further. I was able to create an Incident from the Case, and it passed the Assignment Group to the Incident. However, it didn't pass the Service (u_service) from the Case to the Incident's Configuration Item (cmdb_ci) field. Below is the dictionary information for both fields, and the CreateIncidentfrom Case snippet configured in the script include.

On Incident form:

On Case form:

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);
	},

[MStritt]

The Service field on the Case is a Choice field (with 20 choices). The Configuration Item field on the Incident is a reference field pointing to the Configuration Item table. Should I change the Configuration Item field to a choice field, and add the same 20 choices I have on the Service field on the Case?

[sachin_namjoshi]

Use below code

But, you need to make sure that choice list value is matching CI name in cmdb_ci table for this code to work.

Ideally, you should change data type of u_service field to Reference and point to cmdb_ci table.IF you do that, then your current code will work.

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 x = new GlideRecord('cmdb_ci');
  x.addQuery('name',current.u_service);
  x.query();
  while(x.next()){
  
  var ci = x.sys_id;
  
  }
  
		var incSysId = incGr.insert();
                var inc = new GlideRecord('incident');
                inc.addQuery('sys_id',incSysId);
                inc.query();
                while(inc.next()){

                  inc.cmdb_ci = x;
                  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);
	},