Help with a UI Action for SOW

[Madeleine Eves1]

Hi,

My requirement is to create a parent incident using a UI action in Service Operations workspace. Essentially I want to copy an existing incident and, once copied, the original incident's parent field should reference the newly created incident. 

I am trying to re-use the script for 'Copy Incident' to do but I'm going really stuck on how to go back to the original incident and update a field. Here's what I have so far:

  getMessages(["Create Parent Incident", "Caller", "Failed to copy Incident.", "Include attachments", "Create", "Create a parent incident by copying the current incident. Specify a caller to proceed."], onCopy);

    function onCopy(tMsgs) {

        var fields = [];

        fields.push({

            type: 'reference',

            name: 'caller_id',

            label: tMsgs["Caller"],

            mandatory: true,

            reference: 'sys_user',

            referringTable: 'incident',

            referringRecordId: g_form.getUniqueValue()

        });

        // Get the original incident's short description

        var shortDescGa = g_form.getValue('short_description');

        var ga = new GlideAjax('IncidentUtils2');

        ga.addParam('sysparm_name', 'getIncidentCopyAttachDetails');

        ga.addParam('sysparm_sys_id', g_form.getUniqueValue());

        ga.getXMLAnswer(function(response) {

            response = JSON.parse(response + '');

            if (response && response.hasAttachments) {

                fields.push({

                    type: 'boolean',

                    name: 'include_attachments',

                    label: tMsgs["Include attachments"],

                    mandatory: false,

                    value: response.copyAttachProp + '' === "true" ? true : false,

                    referringTable: 'incident',

                    referringRecordId: g_form.getUniqueValue()

                });

            }

            g_modal.showFields({

                title: tMsgs["Create Parent Incident"],

                size: "md",

                fields: fields,

                confirmTitle: tMsgs["Create"],

                confirmType: "confirm",

                instruction: tMsgs["Create a parent incident by copying the current incident. Specify a caller to proceed."]

            }).then(function(fieldValues) {

                var updatedFields = {};

                fieldValues.updatedFields.forEach(function(field) {

                    updatedFields[field.name] = field.value;

                });

                // Prefix the short description with "PARENT: "

                updatedFields["short_description"] = "PARENT: " + shortDescGa;

                ga = new GlideAjax('IncidentUtils2');

                ga.addParam('sysparm_name', 'makeIncidentCopy');

                ga.addParam('sysparm_sys_id', g_form.getUniqueValue());

                ga.addParam('sysparm_fields', JSON.stringify(updatedFields));

                ga.getXMLAnswer(function(response) {

                    var newIncidentId = response + '';

                    if (newIncidentId !== "false") {

                        // Open the new incident

                        g_aw.openRecord("incident", newIncidentId);

                        // Set the original incident's parent field to the new incident

                        var updateGa = new GlideAjax('IncidentUtils2');

                        updateGa.addParam('sysparm_name', 'setIncidentParent');

                        updateGa.addParam('sysparm_child_id', g_form.getUniqueValue()); // Original incident

                        updateGa.addParam('sysparm_parent_id', newIncidentId); // New copied incident

                        updateGa.getXMLAnswer(); // Fire & forget

                    } else {

                        g_form.addErrorMessage(tMsgs["Failed to copy Incident."]);

                    }

                });

            });

        });

    };

}

Thank you in advance for helping!

[Madeleine Eves1]

@Ankur Bawiskar - I managed to find the issue for me. I have 'parent_incident' on my form, not 'parent' so I updated to that and it worked. Thanks so much 🙂

[Ankur Bawiskar]

@Madeleine Eves1 

Glad to help