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]

I updated the script include with this code. But when I click on 'Create Incident' on the Case, it takes me to Case list view. It doesn't create an incident.

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);
	},

[sachin_namjoshi]

This is happending since cmdb_ci is a reference field on incident table and it expects sys_id of CI from cmdb_ci table.

But, in your case, u_service is a string field.

You need to query cmdb_ci table and match name from u_service field and get sys_id.

Regards,

Sachin

[MStritt]

Would it be easiest to make Configuration Item field on the Incident a choice field? Than add the same 20 choices I have on the Service field on the Case?

[sachin_namjoshi]

Don't change data type of incident table CI field since this is OOB field and it will break lot of things.

Instead, change data type of u_service field to reference like incident CI field 

OR

use above code i provided to query cmdb_ci table with name.

Regards,

Sachin

[MStritt]

On the Case, we only want to give the agent certain choices (the 20 I created). Not to have to search for these specific choices.

I think what the issue might be, is that in our DEV instance, we don't have these 20 choices in the cmdb_ci table. Looks like they are only in our PROD instance. So, that might be why it's not being populated. I'll add one of these choices in the cmdb_ci table, then see if it works.