Hello ServiceNow Community,
I'm working on a business rule intended to transfer information from a standard CALL ticket, which is what our HelpDesk uses to field all first-contact interactions to another custom task table. However, I'm encountering challenges in getting it to function as expected. I'm hoping to get some guidance or suggestions from the community.
Objective: The goal is to transfer specific fields (like caller details, work notes, comments, etc.) from a CALL ticket to a newly created CBO ticket when a choice is selected in the CALL ticket. My current approach looks something like this:
if (current.description == "") {
gs.addErrorMessage("Description cannot be left blank. Please enter ALL relevant details into the description field. This ticket's history will not be transferred to the new CBO Incident.");
}
else {
var gr = new GlideRecord('u_cbo_incident');
gr.initialize();
gr.caller_id = current.caller_id;
gr.u_parent_call = current.sys_id;
gr.location = current.u_location;
gr.u_alternate_phone = current.u_alternate_phone;
gr.u_alternate_email = current.u_alternate_email;
gr.comments = current.comments.getJournalEntry(-1);
gr.work_notes = current.work_notes.getJournalEntry(-1);
gr.short_description = current.short_description;
gr.description = current.description.getHTMLValue();
var newCboSysId = gr.insert();
new GlideSysAttachment().copy('Incident', current.sys_id, 'u_cbo_incident', newCboSysId);
current.comments = "ITS ticket closed, and transferred to CBO: " + gr.number;
current.state = '7'; // Assuming '7' is the closed state
current.close_code = "cbo_inc";
current.update();
action.setRedirectURL(gr.getLink());
}
But this isn't working as I expect it to, mainly the fields aren't being copied over, like "current.caller" I'm wondering a couple of things here: Am I approaching this the wrong way? Is there a simpler way to accomplish this? Any advice on this topic, or helpful hints where to learn more about this type of task would be very much appreciated.
