How to copy attachment from one record to another record

[mark141230]

Hi Everyone,

I have a requirement, the scenario is that upon insert the attachment in the Customer Service application that I have created will automatically copied to the incident record.

the case is that if an agent is about to submit a ticket from the customer service application, once he indentified that this is an incident it will automatically create an incident ticket, I was successful on that part but the problem is that the attachment is not included once the incident record is created. I have this code but it is not working, hope someone can help me.

Business Rule

Table: Customer Service

When to Run: After / Insert

Script:

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

var ritm = new GlideRecord('x_glti_incident_ma_incident_management_table');

ritm.addQuery('x_glti_customer_se_customer_service_ticket',current.sys_id);

ritm.query();

while(ritm.next()){

GlideSysAttachment.copy('x_glti_customer_se_customer_service', current.sys_id, 'x_glti_incident_ma_incident_management_table', ritm.sys_id);

}

})(current, previous);

Many thanks in advance

[Ujjawal Vishnoi]

Hi Mark,

Replace the below lines with

while(ritm.next()){

GlideSysAttachment.copy('x_glti_customer_se_customer_service', current.sys_id, 'x_glti_incident_ma_incident_management_table', ritm.sys_id);

}

with

if(ritm.next()){

GlideSysAttachment.copy('x_glti_customer_se_customer_service', current.sys_id, 'x_glti_incident_ma_incident_management_table', ritm.sys_id);

}

and change the order of the BR to 5000.

Hope this helps

Regards

Ujjawal

[mark141230]

Hi Ujjawal,

I tried it also but to no avail. many thanks

[Rohini Peraval1]

Hi,

The attachments of any application will get stored in sys_attachment table.

I think we need to glide sys_attachment table.

// GlideSysAttachment.copy('sourcetable', 'sys_id', 'destinationtable', 'sys_id');

var sysAttachment = new GlideRecord('sys_attachment');

sysAttachment.addQuery('file_name',source.u_attachment);

sysAttachment.query();

if(sysAttachment.next()){

log.info("copy attachment " + sysAttachment.sys_id + " on knowledge article " + target.number + " - " + target.sys_id);

GlideSysAttachment.copy('sys_attachment', sysAttachment.sys_id, 'kb_knowledge', target.sys_id);

}

target.update();

PS - Please Mark as Helpful, if the reply does.

[Anurag Tripathi]

Hi Rohini,

Small correction: Attachment is not stored in sys_attachment table,,only the reference to the attachment and record is saved there, actual attachment is saved in sys_attachment_doc table, therefore just copying/duplicating the entry in sys_attachment is not the way to do it, use SN provided method to copy attachment.