How do I create an incident or request item - based on a record being added to a table?

[catho]

Hi,

my first question - so please excuse me if I have missed anything obvious.

I would like to create a request item - with some pre-populated fields - based on when a record is added to an unrelated table.

So far I have looked at trying to do it by either events, or business rules - but not having much luck (I'm also very green with scripting).

Does anyone have some pointers of how you would implement this?

Thanks,

Cath

[DUGGI]

Hi Cath,

Trigger business on the unrelated table,when ever insert new record and pyou want to create Request   use cart api in script

Service Catalog Script API - ServiceNow Wiki

 var cartId = GlideGuid.generate(null); var cart = new Cart(cartId); var item = cart.addItem('e2132865c0a8016500108d9cee411699'); var rc = cart.placeOrder(); gs.addInfoMessage(rc.number); 

Ordering twelve BlackBerries:

 var cartId = GlideGuid.generate(null); var cart = new Cart(cartId); var item = cart.addItem('e2132865c0a8016500108d9cee411699', 12); var rc = cart.placeOrder(); gs.addInfoMessage(rc.number); 

Ordering an executive desktop and setting its OS:

 var cartId = GlideGuid.generate(null); var cart = new Cart(cartId); var item = cart.addItem('e46305bdc0a8010a00645e608031eb0f'); cart.setVariable(item, 'os', 'Linux Red Hat'); var rc = cart.placeOrder(); gs.addInfoMessage(rc.number);

[sachin_namjoshi]

Hi Cath,

Please look into new call functionality which creates either incident, request item based on call type.

Create a new call

Regards,

Sachin

[ludijormajordeb]

Hi Cath,

One way to do that is to create a business rule on the incident table, that runs after a record is inserted. Then you could use the GlideRecord API to create records on the Requested Item table.

As you want some fields to be pre-populated, the requested item records could be created from a template.

If this post has helped, please choose 'Like', 'Helpful' or 'Correct'

[Shishir Srivast · Accepted solution]

Hi Cath,

You can do through Business Rule, let me explain how through scripting since you are new in scripting. This might help you.

For Example: I am here trying to create an Incident when new Record gets added in Service Request (sc_request) table, checking condition that after new record is inserted and state of the newly inserted record in Open then create incident with some populated values.

(function executeRule(current, previous /*null when async*/) {

  // Add your code here

  var gr = new GlideRecord('incident');

  gr.caller_id = gs.getUserID();

  gr.comments = 'New Incident on addition of new Record in Service Request Table';

  gr.short_description = 'New Incident on addition of new Record in Service Request Table';

  gr.category = "inquiry";

  gr.incident_state = IncidentState.NEW;

  gr.contact_type = "email";

  gr.insert();

})(current, previous);

Result:

Hope this will help you to understand how to achieve, just replace the table name on which when you insert new record incident should be created.