Map all catalog item variables to Description field on Incident

booher04 · ‎06-17-2019

Is there an easy way to map ALL of the variables from a catalog item to the description field of an Incident? I know I can go in and add current.variable = producer.variable; to the record producer but I'm curious if there is an easy way to add ALL of the variables from the catalog item to the description field of an Incident.

booher04 · ‎06-18-2019

I'm using the catalog item/workflow to generate the Incident. I got it to work by just coding it all out in the "Create Task" script field as follows:

task.caller_id = current.variables.requester_name.getDisplayValue();
task.short_description = current.variables.issue_type.getDisplayValue();

var issueType = current.variables.issue_type.getDisplayValue();

if (issueType == 'Outlook Problem') {
task.description = 'Issue Type: ' + issueType + '\nOutlook Problem: ' + current.variables.outlook_problem.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Computer Problem') {
task.description = 'Issue Type: ' + issueType + '\nComputer Problem: ' + current.variables.computer_problem.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Unable To Scan Docs') {

task.description = 'Issue Type: ' + issueType + '\nUnable to Scan Docs: ' + current.variables.unable_to_scan.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Internet Browser Problem') {

task.description = 'Issue Type: ' + issueType + '\nBrowser Problem: ' + current.variables.browser_problem.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Unable to Login to access.fnf.com') {

task.description = 'Issue Type: ' + issueType + '\nUnable to Login to access.fnf.com: ' + current.variables.unable_to_login_to_access_fnf_com.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Printer or Copier Problem') {

task.description = 'Issue Type: ' + issueType + '\nPrinter or Copier Problem: ' + current.variables.printer_copier_problem.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Application Specific Issue') {

task.description = 'Issue Type: ' + issueType + '\nApplication Specific Issue: ' + current.variables.app_specific_issue.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Desk Phone Issue') {
task.description = 'Issue Type: ' + issueType + '\nDesk Phone Issue: ' + current.variables.desk_phone_issue.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Wi-Fi Issue') {
task.description = 'Issue Type: ' + issueType + '\nWi-Fi Issue: ' + current.variables.wifi.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Mobile Device Issue (cell phone, ipad, tablet)') {
task.description = 'Issue Type: ' + issueType + '\nMobile Device Issue (cell phone, ipad, tablet): ' + current.variables.mobile_device.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'VPN Issue') {
task.description = 'Issue Type: ' + issueType + '\nVPN Issue: ' + current.variables.vpn.getDisplayValue() + '\nAdditional Information:' + current.variables.additional_information;
}

else if (issueType == 'Other Issue') {
task.description = 'Issue Type: ' + issueType + '\nAdditional Information:' + current.variables.additional_information;
}

Lots more coding then might of been necessary probably but it seems to be working for what we need it for.

View solution in original post

Mark Roethof · ‎06-17-2019

Hi there,

Have a look at this thread I answered a week ago. A similar question and marked correct:
https://community.servicenow.com/community?id=community_question&sys_id=7a993976dbf5f3c04819fb243996...

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

---

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

booher04 · ‎06-17-2019

Ok, great. Would this work in the "script" section of the "Create Task" workflow activity in my workflow? I have 2 separate paths depending on what the user selects... one path creates incidents(which is what I need this script for) and one path creates normal SCTASKs.

Mark Roethof · ‎06-17-2019

Hi there,

Not sure what your workflow looks like. Though, we do use workflows where we set the description thru Run Script activity. So theoretically, yes should work 🙂

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

---

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

Mark Roethof · ‎06-17-2019

Just verified: It should work on the Script field in the Create Task utility. Just give it a try.

If you are having trouble getting the code right with using my suggestion, just share your code so far here and I can have a look.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

---

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field