How to Populate Requested Item Variables to INC in UI Action "Create Inciden"

[kshaw]

I have a generic Get Help request item (none IT).

There are times I need to convert this to an INC because user submitted wrong form. I found a system UI Action "Create Incident" but it only copies the requestor name. How can I get the variable values from the RITM and pass those to the new INC being created. Only need a couple of variables passed from requested item to inc and the watchlist.

UI Action Script

var url = new GlideURL("incident.do");
url.set("sys_id" , "-1");
if(current.requested_for) {
    url.set("sysparm_query" , "caller_id=" + current.requested_for + "^parent=" + current.sys_id);
}
else {
    url.set("sysparm_query" , "caller_id=" + current.request.requested_for + "^parent=" + current.sys_id);
}

action.setRedirectURL(url.toString()+"");

[harun_isakovic]

To access the variables you do like this

<recordObject>.variables.<variableName>
//So it would look something like this if you queried a RITM record
ritm.variables.software_id
//Or if you are trying to access variables from the current record object
current.variables.software_id

[kshaw]

Getting variable values from current.variables.variableName I know and understand.

What I am not sure about is how to write the code in the supplied script above to copy the ritm variable values over to the INC record being created.

[Jake Gillespie]

If you want to create a new Incident from RITM using a UI Action, I suggest something like the following. Note that the script works in 2 steps. The first is to create the Incident record object and map the values. The second is to redirect the user to the new Incident record.

// 1. Create new Incident
var incGr = new GlideRecord('incident');
incGr.newRecord();
if(current.requested_for) {
  incGr.caller_id = current.requested_for; // Set Incident.Caller to RITM.Requested for
}
else {
  incGr.caller_id = current.request.requested_for; // Set Incident.Caller to RITM.Request.Requested for
}
incGr.parent = current.getUniqueValue(); // Set Incident.Parent to RITM record
incGr.short_description = current.variables.short_description; // Set Incident.Short Description to RITM Variable called short_description
// (add more field mappings here)
incGr.insert();

// 2. Redirect user to new Incident
action.setRedirectURL(incGr);

[Jake Gillespie]

As posted above, you can access the variable values by using the .variables property on the RITM GlideRecord Object. If the variable is a Reference or Choice type you can also use .getDisplayValue() to return the display value instead of the stored value.

Note that RITM variables are stored in the Options [sc_item_option] table and linked to the RITM via a M2M table caller Variable Ownership [sc_item_option_mtom] (where Parent Item references the RITM and Dependent Item references the Option/Variable answer). Although the above method using .variables is quick and easy, sometimes you may need to run a GlideRecord query against these records to gather more information, such as the type or order of each variable.