My Requests Service portal

[Brian Lancaster]

At the top of the menu in the Service Portal is My Requests which show incidents and Requests.   How can I modify the default code which is below to show incidents and requested items instead.   My requirements are to show them where they can see the communication and since all communication goes thought the Requested item I need to display that instead.

// maximum number of entries in this Menu
var max = 30;
var t = data;   // shortcut
t.items = [];
var u = gs.getUser().getID();
// use record watchers to tell header when to update dropdown counts
t.record_watchers = [];
t.record_watchers.push({'table':'service_task','filter':'active=true^opened_by=' + u});
t.record_watchers.push({'table':'incident','filter':'active=true^caller_id=' + u});
t.record_watchers.push({'table':'sc_request','filter':'active=true^requested_for=' + u});
var st = new GlideRecord('service_task');
if (st.isValid()) {
   st.addActiveQuery();
   st.addQuery('opened_by', gs.getUserID());
   st.orderByDesc('sys_updated_on');
   st.setLimit(max);
   st.query();
   while (st.next()) {
       var a = {};
       $sp.getRecordValues(a, st, 'short_description,sys_id,number,sys_updated_on');
       if (st.short_description.nil())
           a.short_description = "(No description)";
       a.__table = st.getTableName();
       a.type = 'record';
       a.sortOrder = st.sys_updated_on.getGlideObject().getNumericValue();
       t.items.push(a);
   }
}
var z = new GlideRecord('incident');
z.addActiveQuery();
z.addQuery('caller_id', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.setLimit(max);
z.query();
while (z.next()) {
   var a = {};
   $sp.getRecordValues(a, z, 'short_description,sys_id,number,sys_updated_on');
   if (z.short_description.nil())
       a.short_description = "(No description)";
   a.__table = z.getTableName();
   a.type = 'record';
   a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
   t.items.push(a);
}
var z = new GlideRecord('sc_request');
z.addActiveQuery();
z.addQuery('requested_for', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.setLimit(max);
z.query();
while (z.next()) {
   var ritm = new GlideRecord('sc_req_item');
   ritm.addQuery('request', z.getUniqueValue());
   ritm.query();
   if (!ritm.next())
       continue;
   var a = {};
   $sp.getRecordValues(a, z, 'sys_id,number,sys_updated_on');
   if (ritm.hasNext())
       a.short_description = ritm.getRowCount() + ' requested items';
   else
       a.short_description = ritm.cat_item.getDisplayValue() || ritm.getDisplayValue("short_description");
   a.__table = z.getTableName();
   a.type = 'request';
   a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
   t.items.push(a);
}
t.items.sort(function(a, b) {
   return b.sortOrder - a.sortOrder;
});
t.items = t.items.slice(0, max); // only want first 30
t.count = t.items.length;
var link = {title: gs.getMessage('View all requests'), type: 'link', href: '?id=requests', items: []};
t.items.unshift(link); // put 'View all requests' first

[Nia McCash]

I haven't tested this so not sure this will work but this is what I would try.   To the code above, i would add a line to try and get the REQ number:

var z = new GlideRecord('sc_req_item');   
z.addActiveQuery();   
z.addQuery('request.requested_for', gs.getUserID());   
z.orderByDesc('sys_updated_on');   
z.setLimit(max);   
z.query();   
while (z.next()) {   
   var a = {};   
   $sp.getRecordValues(a, z, 'sys_id,number,sys_updated_on');   
   a.short_description = z.cat_item.getDisplayValue() || z.getDisplayValue("short_description");   
   a.req_number = z.request.getDisplayValue(); // <------ ADDED this line
   a.__table = z.getTableName();   
   a.type = 'record';   
   a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();   
   t.items.push(a);   
}   

But then you'll also have to modify sp_ng_template record with ID: spDropdownTreeTemplate to display the REQ number somewhere in the drop down list.

[ryanwoodburn]

Hi

Any ideas how to change the page you are taken to when you select one of the items?

I have made a new ticket page and I would like to be directed to it instead.

Thanks

[Brian Lancaster]

Hello Ryan,

I believe you would need to modify the spDropdownTreeTemplate in the sp_ng_template table to point to your new page.