How to create Request from Incident and Incident from Request?

[Community Alums]

Hi,

This is the requirement.

1. Create a Request ticket from an Incident. When 'Create Request' is clicked, it should trigger the current Incident to canceled state and create a request ticket with the details provided in the Incident form.

2. Also, vice versa. Create a Incident ticket from Request. When 'Create Incident' is clicked on the Request form, it should trigger the current request to canceled state and create an Incident ticket with the details provided in the request form. Has anyone does this?

Can anyone put me in the right direction and tell how to do this?

Thanks,

Rajini

[crazylogic]

I was able to implement this solution in one of my instances and it is working. Thank you!

[Community Alums]

Thank you so much. I will try this and post my comments soon.

[Laura25]

Did anyone find a way to "Create a Incident ticket from Request. When 'Create Incident' is clicked on the Request form, it should trigger the current request to canceled state and create an Incident ticket with the details provided in the request form." bit?

[Shane J · Accepted solution]

Well this is what we use:

UI Action

//Client-side 'onclick' function
function ReqWarning() {
	var answer = confirm("Please confirm Request to Incident Action.");
	if (answer == false) {
		return false;
	}
	gsftSubmit(null,g_form.getFormElement(),'cancel_req_create_inc');
}

//Code that runs without 'onclick'
//Ensure call to server-side function with no browser errors
if (typeof window == 'undefined')
	//serverCancelPrj();
createIncident();

function createIncident() {
	var inc = new GlideRecord("incident");
	inc.short_description = current.short_description;
	inc.description ="" + "Converted to Incident from: " + sc_req_item.request.number + "\n" + "\n\n" + "Description: " + current.description + '\n\n' + current.comments.getJournalEntry(3) + '\n\n' + current.work_notes.getJournalEntry(3);
	//inc.priority = current.priority;
	//inc.u_current_phone__ = current.u_current_phone;
	//inc.location = current.location;
	//inc.assignment_group = "f2a518706f7d91005ce5d2054b3ee4ca"; //Help Desk - to make sure INC has an group, then HD can re-assign
	//inc.u_room = current.u_room;
	//inc.u_affected_workstation.ip_address = current.u_ip;
	inc.caller_id = current.request.requested_for;
	inc.location = current.location;
	inc.u_current_phone = current.u_phone;

	inc.u_region = current.location.u_region;
	
	inc.parent = current.request;
	inc.cmdb_ci = current.cmdb_ci;
	inc.impact = 3;
	inc.urgency = 3;
	current.parent = inc.insert();
	current.comments = "" + "Converted Request to Incident: " + inc.number;
	current.close_notes = "Converted Request to Incident: " + inc.number;
	abortKids();
	current.state = 4;
	GlideSysAttachment.copy('sc_req_item', current.sys_id, 'incident', inc.sys_id);
	current.update();
	gs.addInfoMessage("Remember to set Assignment Group");
	gs.addInfoMessage("Incident " + inc.number + " created");
	
	
	action.setRedirectURL(inc);
	
	action.setReturnURL(current);
}

function abortKids() {
	if (current.sys_id == '')
		return;
	
	var kids = new GlideRecord('sc_task');
	kids.addQuery('parent', current.sys_id);
	kids.query();
	while (kids.next()) {
		kids.state = 4;
		kids.close_notes = "Task closed - Request Converted to Incident";
		kids.update();
	}
}

[Vladimir6]

...and then cancel the parent Request, if there are no active RITM's inside:

function cancelRequest() {
	if (current.sys_id == '')
		return;
	
	var ritm = new GlideRecord('sc_req_item');
	ritm.addQuery('request', current.request.sys_id);
	ritm.addActiveQuery();
	ritm.query();
	if (!ritm.next()) {
		var req = new GlideRecord('sc_request');
		req.addQuery('sys_id', current.request.sys_id);
		req.query();
		if (req.next()) {
			req.request_state = 'closed_skipped';
			req.active = false;
			req.comments = "Request Converted to Incident";
			req.update();
		}
	}
}