getting the case number from the incident record

Sathiskumar_D · ‎03-04-2025

Hello,

I would like to get the status of case (opened , closed at, opened by etc) from related list in incident. .

var grCase=new GlideRecord('incident');
grCase.addEncodedQuery('^RLQUERYsn_customerservice_case.incident,>=1^stateNOT IN6,3,7^ENDRLQUERY');
grCase.addQuery('sys_id','<sys_id of the record>' );
grCase.query();
gs.info(grCase.getRowCount());
while(grCase.next()){
	for (var key in grCase) {
			gs.info('Attribute Name : '+key +' Value : '+grCase[key]);
}
}

Any help is greatly appreciated. Thanks

Vishal Jaswal · ‎03-04-2025

Hello @Sathiskumar_D

Your Code modified:

var grCase = new GlideRecord('incident');
grCase.addEncodedQuery('^RLQUERYsn_customerservice_case.incident,>=1^stateNOT IN6,3,7^ENDRLQUERY');
grCase.addQuery('sys_id', 'e02a7a6b877313003c1c8467a7cb0bd5');
grCase.query();
gs.info(grCase.getRowCount());
while (grCase.next()) {
    var grCase1 = new GlideRecord('sn_customerservice_case');
    grCase1.addQuery('incident', 'e02a7a6b877313003c1c8467a7cb0bd5');
    grCase1.query();
    while (grCase1.next()) {
        for (var key in grCase1) {
            gs.info('Attribute Name : ' + key + ' Value : ' + grCase1[key]);
        }
    }
}

Screenshot:

Enhanced Code which can be leveraged as fix script to be run via scheduled job:

var grCase = new GlideRecord('incident');
grCase.addEncodedQuery('^RLQUERYsn_customerservice_case.incident,>=1^stateNOT IN6,3,7^ENDRLQUERY');
grCase.query();
gs.info("No. of INCs found: " + grCase.getRowCount());
while (grCase.next()) {
    var grCase1 = new GlideRecord('sn_customerservice_case');
    grCase1.addQuery('incident', grCase.sys_id); // Pass the sys_id dynamically
    grCase1.query();
    while (grCase1.next()) {
        for (var key in grCase1) {
            gs.info('Attribute Name: ' + key + ' Value: ' + grCase1[key]);
        }
    }
}

Screenshot:

Hope that helps!

View solution in original post

AshishKM · ‎03-04-2025

Hi @Sathiskumar_D ,

So what's the issue, you already have written some code.

//grCase[key] will give the record and you need to use column name with using the dot
gs.info('Attribute Name : '+key +' Value : '+grCase[key].status); // did you try this

-Thanks,
AshishKM

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Sathiskumar_D · ‎03-04-2025

it doesn't pull the case number details.. not even case number in the related list!

Sathiskumar_D · ‎03-04-2025

@AshishKM if I add "status" like you mentioned in the comment, I got all values undefined

AshishKM · ‎03-04-2025

Ok .. so grCase[key] is returning the sys_id of that record not the reference.

What value is printing without using .state filed, if its sys_id then try to get regferece record of thatsys_id.

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution