Help in fix script as need to fetch values in the field

[Arjun Reddy Yer]

required help @Vasantharajan N @Ankur Bawiskar @RaghavSh 

As I need to fetch the business_service values from the history list and as well as from the related incident.

As the "business_service" value is missing in the records.

By using fix script need to get the missing "business_service" in to the field.

tried with below script but not working

var SG = new GlideRecord('sn_customerservice_case_its');

SG.addNotNullQuery('incident');

SG.query();

var count = 0;

while (SG.next()) {

   var incGR = new GlideRecord('incident');

   if (incGR.get(SG.incident) && incGR.business_service) {

       SG.business_service = incGR.business_service;

       //SG.update();

       count++;

       gs.print('Updated Case: ' + SG.number + ' → Business Service: ' + incGR.business_service.name);

   }

}

need to fetch in the below mentioned field either from history list or from related incident which is having "business_service" 

[Voona Rohila]

Hi @Arjun Reddy Yer 

Try below logic.

var SG = new GlideRecord('sn_customerservice_case_its');
SG.addNotNullQuery('incident');
SG.query();
var count = 0;
while (SG.next()) {
    if (SG.incident.business_service) {
        SG.business_service = SG.incident.business_service;
        //SG.update();
        count++;
        gs.print('Updated Case: ' + SG.number + ' → Business Service: ' + SG.incident.business_service.name);
    }
}

 Please replace 'SG' with proper variable name.

You can also replace the query to 'incident.business_serviceISNOTEMPTY^business_serviceISNOTEMPTY' and remove the if statement inside the while.

[WillieW]

who has the sn_customerservice_case_its table in their instance to test? Must come with some plugin/app.

[Voona Rohila]

Yes but that's a sample code which I have provided.

[kaushal_snow · Accepted solution]

@Arjun Reddy Yer ,

Try below code: 

var caseGR = new GlideRecord('sn_customerservice_case_its');
caseGR.addQuery('business_service', '');
caseGR.addNotNullQuery('incident');
caseGR.query();
var count = 0;

while (caseGR.next()) {
    var incGR = new GlideRecord('incident');
    if (incGR.get(caseGR.incident)) {
        if (!caseGR.business_service && incGR.business_service) {
            caseGR.business_service = incGR.business_service;
            caseGR.update();
            count++;
            gs.print('Updated Case: ' + caseGR.number + '  Business Service from Incident: ' + incGR.business_service.name);
        } else if (!caseGR.business_service) {
          
            var histGR = new GlideRecord('sys_audit');
            histGR.addQuery('documentkey', incGR.sys_id);
            histGR.addQuery('fieldname', 'business_service');
            histGR.orderByDesc('sys_created_on');
            histGR.query();
            if (histGR.next() && histGR.oldvalue) {
                caseGR.business_service = histGR.oldvalue;
                caseGR.update();
                count++;
                gs.print('Updated Case: ' + caseGR.number + '  Business Service from History: ' + histGR.oldvalue);
            }
        }
    }
}
gs.print('Total updated records: ' + count);

You should query your case table, filter only records where business_service is empty and a related incident exists, then for each record get the incident (via incident.get()), check if the incident business_service field has a value and if so assign it to the case and update the record, and if not then query the sys_audit table for the incident business_service change history (with documentkey = incident.sys_id and fieldname = 'business_service'-ordered by sys_created_on descending) use the latest oldvalue to update the case and then update....

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