Need to auto populate the incident location and phone based on the affected user in the mobile agent

[Rhonda9]

Hello,

I have a requirement to auto populate the incident location and phone field based on the Affected user details on the mobile when creating an incident. This works on the desktop ui but I am unable to get the same results in mobile.  I updated the mobile action item  with the script below but it is not working at all.   I'm not sure what I am doing wrong. I also would like the affected to be the same as caller by default. I tried a client script with a script include and that did not work either.  I need guidance on what to do. 

(function executeAction(input, output) {

    // Log the start of the action

    gs.info('Starting WriteBackAction for Incident creation.');

    // Initialize a new GlideRecord for the 'incident' table

    var gr = new GlideRecord('incident');

    gr.initialize();

    // Check if caller_id is provided

    if (!input.caller_id) {

        gs.error('Caller ID is missing from input.');

        output.status = 'failure';

        output.message = 'Caller ID is required.';

        return;

    }

    // Set the caller ID

    gr.setValue("caller_id", input.caller_id);

    // Set the affected user to be the same as the caller

    gr.setValue("u_affected_user", input.caller_id);

    // Retrieve user details for the affected user (same as caller)

    var userGr = new GlideRecord('sys_user');

    if (!userGr.get(input.caller_id)) {

        gs.error('User record not found for caller_id: ' + input.caller_id);

        output.status = 'failure';

        output.message = 'Caller user not found.';

        return;

    }

    // Populate incident location and phone with affected user's details

    if (userGr.location) {

        gr.setValue('location', userGr.location);

    } else {

        gs.warn('Location not found for user: ' + input.caller_id);

    }

    if (userGr.phone) {

        gr.setValue("u_phone", userGr.phone);

    } else if (userGr.mobile_phone) {

        gr.setValue("u_phone", userGr.mobile_phone);

    } else {

        gs.warn('No phone number found for user: ' + input.caller_id);

        gr.setValue("u_phone", ''); // Clear phone if not available

    }

    // Set other incident fields from input

    if (input.urgency) gr.setValue('urgency', input.urgency);

    if (input.short_description) gr.setValue('short_description', input.short_description);

    if (input.description) gr.setValue("description", input.description);

    if (input.assignment_group) gr.setValue("assignment_group", input.assignment_group);

    if (input.assigned_to) gr.setValue("assigned_to", input.assigned_to);

    if (input.business_service) gr.setValue("business_service", input.business_service);

    if (input.service_offering) gr.setValue("service_offering", input.service_offering);

    if (input.cmdb_ci) gr.setValue("cmdb_ci", input.cmdb_ci);

    if (!gs.nil(input.company)) gr.setValue("company", input.company);

    // Attempt to insert the record

    var incidentSysId = gr.insert();

    if (incidentSysId) {

        var incidentNumber = gr.getValue("number");

        gs.info('Success! Incident ' + incidentNumber + ' created.');

        // Return a success response with the incident number

        output.status = 'success';

        output.message = 'Incident ' + incidentNumber + ' created successfully.';

        output.incident_number = incidentNumber;

    } else {

        gs.error('Failure! Incident creation failed.');

        output.status = 'failure';

        output.message = 'Incident creation failed.';

    }

})(input, output);

[Ankur Bawiskar]

@Rhonda9 

what have you configured which works in desktop UI?

Is that a BR? If yes then why not same BR to be used for mobile?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Rhonda9]

Hello Ankur,  There are 2 client scripts already that was created when ServiceNow was implemented  but they dont work in mobile agent. 

1. Copy Caller to Affected user ( on change ) where the field name is caller_id

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

        return;

    }

    var caller = g_form.getValue('caller_id');

    g_form.setValue('u_affected_user', caller);

}

2. Set fields from Affected user (on change) field name: u_affected user 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '' || !newValue || newValue == oldValue) {

        return;

    }

    var affected = g_form.getReference('u_affected_user', setLocAndComp);

}

    function setLocAndComp(affected) {

        var locPresent = g_form.getControl('location');

        var compPresent = g_form.getControl('company');

        var phonePresent = g_form.getControl('u_phone');

        if (locPresent)

            g_form.setValue('location', affected.location);

        if (compPresent)

            g_form.setValue('company', affected.company);

        if (phonePresent){

            if(affected.phone != ''){

                g_form.setValue('u_phone', affected.phone);

            }

            else if(affected.mobile_phone != ''){

                g_form.setValue('u_phone', affected.mobile_phone);

            }

            else{

                g_form.setValue('u_phone', '');

            }

        }

        else{

            g_form.setValue('u_phone', '');

        }

    }