Help with Incident null created error

[Gemma4]

I created ui action convert request to incident to close an existing ritm and convert it to a incident and everything is working perfectly when I create the ritm and select convert to incident. However, when I impersonate an ITIL user or log in as another user, I am receiving the attached error "Incident null created" I searched the scripts in business rule, script includes, ui actions and did not find anything to match that. Below is the ui action script I'm using. Any ideas? thanks so much in advance for all the feedback!!

/* Construct RITM Links

-----------------------------------------------------------------------------------------------------------------------*/

var ritmTable = current.getTableName();

var ritmSysID = current.getUniqueValue();

var ritmNum = current.getValue('number');

//SERVICE PORTAL: construct a link to the original RITM for inclusion in the customer comments of the incident.

var spRITMLink = spLink(ritmTable,ritmSysID,ritmNum);

//PLATFORM: construct a link to the parent RITM that itil users can use to navigate from the newly created incident.

var platformRITMLink = platformLink(ritmTable,ritmSysID,ritmNum);

/* Construct comments and work notes

-----------------------------------------------------------------------------------------------------------------------*/

//var comments = '[code]Incident created from GJ TESTING' + spRITMLink + '<br><br>';

var comments = '[code]Incident created from TESTING GJ ' + spRITMLink + '<br><br>';

comments += '<strong>Catalog Item Information:</strong><br>';

comments += '<table>';

//Query RITM variables, utilising the variable label and displayValue to build a table.

var vars = current.variables.getElements();

for (var i = 0; i < vars.length; i++){

var question = vars[i].getQuestion();

comments += '<tr><td>' + question.getLabel() + ':</td><td>' + question.getDisplayValue() + '</td></tr>';

}

comments += '</table>[/code]';

//include customer comments from the RITM (-1 returns all journal entries for specified journal field)

var ritmComments = current.comments.getJournalEntry(-1);

if (JSUtil.notNil(ritmComments)) {

comments += '[code]<br><br><strong>Customer comments from ' + ritmNum + '</strong><br>[/code]';

comments += ritmComments;

}

var workNotes = 'Link to [code]' + platformRITMLink + '[/code] from within ServiceNow.';

/* Ascertain the Assignment Group

-----------------------------------------------------------------------------------------------------------------------*/

var assignmentGroup = getAssignmentGroup(ritmSysID);

/* Create Incident

-----------------------------------------------------------------------------------------------------------------------*/

var inc = new GlideRecord("incident");

inc.caller_id = current.request.requested_for;

inc.assignment_group = assignmentGroup;

inc.short_description = current.short_description;

inc.description = current.description;

inc.cmdb_ci = current.cmdb_ci;

inc.impact = current.impact;

inc.urgency = current.urgency;

inc.priority = current.priority;

inc.company = current.company;

inc.sys_domain = current.sys_domain;

inc.comments = comments;

inc.work_notes = workNotes;

inc.parent = ritmSysID;

var incSysID = inc.insert();

var incTable = inc.getTableName();

var incNum = inc.getValue('number');

/* Copy attachments to Incident

-----------------------------------------------------------------------------------------------------------------------*/

//copy any RITM attachments to the newly created incident

GlideSysAttachment.copy(ritmTable, ritmSysID, incTable, incSysID);

/* Construct Incident Links

-----------------------------------------------------------------------------------------------------------------------*/

//SERVICE PORTAL: construct a link to the Incident for inclusion in the customer comments of the RITM.

var spIncLink = spLink(incTable,incSysID,incNum);

//PLATFORM: construct a link to the Incident that itil users can use to navigate from the parent RITM in platform.

var platformIncLink = platformLink(incTable,incSysID,incNum);

/* Update comments and work notes

-----------------------------------------------------------------------------------------------------------------------*/

current.comments = 'RITM converted to [code]' + spIncLink + '[/code]. Please use this reference from now on.';

current.work_notes = 'Link to [code]' + platformIncLink + '[/code] from within ServiceNow.';

/* Close RITM as "Closed Incomplete"

-----------------------------------------------------------------------------------------------------------------------*/

current.setValue('state', '4');

current.setValue('stage', 'Request Cancelled');

current.setValue('active', 'false');

var mySysID = current.update();

gs.addInfoMessage(gs.getMessage("Incident {0} created", incNum));

action.setRedirectURL(inc);

action.setReturnURL(current);

/* Link builders

-----------------------------------------------------------------------------------------------------------------------*/

function spLink(table,sysID,num){

var link = '<a title="Service Portal Link" href="?id=ticket&table=' + table + '&sys_id=' + sysID + '">' + num + '</a>';

return link;

}

function platformLink(table,sysID,num){

var link = '<a title="Platform Link" href="' + table + '.do?sys_id=' + sysID + '">' + num + '</a>';

return link;

}

/* Locate the last assignment group

-----------------------------------------------------------------------------------------------------------------------*/

function getAssignmentGroup(ritmSysID) {

/* Return all active tasks relating to RITM ordered by newest task first i.e. last created ticket. */

var tskGrp = new GlideRecord('sc_task');

tskGrp.addActiveQuery();

tskGrp.addQuery('request_item', ritmSysID);

tskGrp.orderByDesc('number');

tskGrp.orderByDesc('sys_created_on');

tskGrp.query();

var assignmentGroup = '';

if(tskGrp.next()) {

//set the assignment group to the last generated active task's assignment group

assignmentGroup = tskGrp.getValue('assignment_group');

}

else {

/* Default to the Service Desk if a assignment group cannot be found */

//NOTE: This is a custom system property, containing the group sys_id for your service desk

//You will need to create it in sys_poperties if you want to fall back to your service desk

assignmentGroup = gs.getProperty('sc.service_desk');  

}

return assignmentGroup;

}

[Tai Vu]

Hi @Gemma4 

It appears that your script works pretty well with ITIL Users based on my observation.

Have you try to check the console browser to see any error messages logged there during the transaction?

Cheers,

Tai Vu