Query SCTASK from Request

[Bryan Cole]

I'm deploying a UI action that allows users to convert an INC to a Request item in the service catalog. Upon creation, I want to redirect the fulfiller to the newly created SCTASK (Note: Not the REQ or RITM).

function serverResolve(){ 
var cartId = GlideGuid.generate(null);
var cart = new Cart(cartId);
var item = cart.addItem('17c590e9047531006802a6e8a2359514'); // sys_ID for the request sc_catalog item
cart.setVariable(item, 'u_requested_for', current.u_requested_for);
cart.setVariable(item, 'description', current.comments.getJournalEntry(-1));
var rc = cart.placeOrder(); 
if(!rc){
gs.addInfoMessage("Error: Request was not created.");
} 
//Resolve the current incident upon request creation
current.state = 6; //Resolved
current.close_code = "Closed/Resolved by Caller";
current.close_notes = "Converted to Request: " + rc.number;
current.update();
current.resolved_by = gs.getUserID();
// Retrieve SCTASK Number (Request -> SC Task ->Task number)
var sctask = new GlideRecord('sc_task');
sctask.addQuery('request_item', '=',rc.number);
sctask.query();
var task = new GlideRecord('task');
task.addQuery('number','=',sctask.number);
task.query(callback);
function callback(gr){
while (gr.next()){
gs.addInfoMessage("Request " + task.number + " created.");
}
}
gs.addInfoMessage("Incident " + incident.number + " has been resolved.");
action.setRedirectURL(task);
action.setReturnURL(current);
}

I know the issue is in 23-27, I'm probably querying things in the wrong order.

Thoughts?

[nishailame]

sctask.query() is missing at line 25.

Thanks.

PS: Hit like, Helpful, Correct and Endorse, if it answers your question.

[Bryan Cole]

Great catch, thank you Nisha. I've corrected this, but it's still coming back with no record found.

[SanjivMeher]

Please try below code.

1. var cartId = GlideGuid.generate(null);  
2. var cart = new Cart(cartId);  
3. var item = cart.addItem('17c590e9047531006802a6e8a2359514'); // sys_ID for the request sc_catalog item  
4. cart.setVariable(item, 'u_requested_for', current.u_requested_for);  
5. cart.setVariable(item, 'description', current.comments.getJournalEntry(-1));  
6. var rc = cart.placeOrder();    
7.  
8. if(!rc){  
9. gs.addInfoMessage("Error: Request was not created.");  
10. }    
11.  
12. //Resolve the current incident upon request creation  
13. current.state = 6; //Resolved  
14. current.close_code = "Closed/Resolved by Caller";  
15. current.close_notes = "Converted to Request: " + rc.number;  
16. current.update();  
17. current.resolved_by = gs.getUserID();  
18.  
19. // Retrieve SCTASK Number (Request -> SC Task ->Task number)  
20. var sctask = new GlideRecord('sc_task');  
21. sctask.addQuery('request_item',rc.number);  
22. sctask.query();
23. if (sc_task.next())
24. {
25. gs.addInfoMessage("Request " + rc.number+ " created.");  
26. }  
27. gs.addInfoMessage("Incident " + incident.number + " has been resolved.");  
28. action.setRedirectURL(sc_task);  
29. }  

[SanjivMeher]

Also note that, it takes some time to create request, requested item and then task. You code might be running ahead of record creation.