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

catho · ‎06-07-2017

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

Shishir Srivast · ‎06-07-2017

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.

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Shishir Srivast · ‎06-08-2017

It Should work, i have just test on creating new incident and it worked, i will update you soon after testing the same on ritm.

Shishir Srivast · ‎06-08-2017

just tested on RITM and it worked,not sure what's wrong