I'd probably try to use Document ID (if you're not familiar, see: Document ID field - Did You Know) set by a business rule on insert/update. Just make sure you set the conditions (e.g. Metric = Experience feedback).
Based on the information you've presented, the business rule might look something like this:
(function executeRule(current, previous /*null when async*/) {
// Get the portal page params
var params = current.getValue('params');
// Ensure it's not null or empty before parsing
if (params) {
try {
// Try to parse the string as JSON
var parsedParams = JSON.parse(params);
// Extract the sys_id, id, and sysparm_article safely
var sys_id = parsedParams.sys_id;
var table;
var id = parsedParams.id;
var articleNumber = parsedParams.sysparm_article;
// Case 1: If 'id' is 'ticket', use 'table' field
if (id === 'ticket') {
table = parsedParams.table; // 'table' contains the actual table name
}
// Case 2: If 'id' is not 'ticket', treat 'id' as the table name
else if (id === 'kb_article' && articleNumber) {
// Special case: If 'id' is 'kb_article', use 'kb_knowledge' and 'sysparm_article'
table = 'kb_knowledge';
} else {
table = id; // For all other cases, use 'id' as the table name
}
// Variable to hold the GlideRecord result
var record = null;
// Case logic to detect the table and execute the query
switch (table) {
case 'sc_cat_item':
var catItemGr = new GlideRecord('sc_cat_item');
if (catItemGr.get(sys_id)) {
record = catItemGr;
}
break;
case 'kb_knowledge':
// Special case: When using KB number instead of sys_id
if (articleNumber) {
var kbArticleGr = new GlideRecord('kb_knowledge');
kbArticleGr.addQuery('number', articleNumber);
kbArticleGr.query();
if (kbArticleGr.next()) {
record = kbArticleGr;
}
}
break;
case 'sc_req_item':
var reqItemGr = new GlideRecord('sc_req_item');
if (reqItemGr.get(sys_id)) {
record = reqItemGr;
}
break;
// Add more cases as needed
default:
var genericGr = new GlideRecord(table);
if (genericGr.get(sys_id)) {
record = genericGr;
}
break;
}
// Set document properties
if (record) {
current.u_document = record.getUniqueValue();
current.u_document_table = table;
} else {
gs.log('Experience Feedback: No record found for table: ' + table + ' and sys_id: ' + sys_id);
}
} catch (e) {
gs.log('Experience Feedback: Error parsing JSON: ' + e.message);
}
} else {
gs.log('Experience Feedback: params is null or empty');
}
})(current, previous);
If you decide that you'd rather write to a string value, you would update this section:
// Set document properties
if (record) {
current.u_reference = record.getDisplayValue();
}
