Record producer to insert record and then add to incident

[M_iA]

I have a simple incident record producer.

On it, I have a reference field looking at the sys_user table. if the user is not available, I have manual fields for the user to enter the employee details.

The fields have onchange scripts to detect whether the user is a duplicate.

The record producer then has a script that inserts the manual record in the user table:

if (producer.is_employee_available == true || producer.is_employee_available == "true") {
    var gr = new GlideRecord("sys_user");
    gr.initialize();
    gr.user_name = producer.email;
    gr.first_name = producer.first_name;
    gr.last_name = producer.last_name;
    gr.email = producer.email;
    gr.phone = producer.phone;
    gr.company = producer.account;
    gr.employee_number = producer.employee_number;
    gr.insert();
    gs.flushMessages();
}

I now want to reference this new record in a new reference field on the incident and im not sure how I would do this.

im also struggling to get gs.flushMessages(); to work as it still shows the messages to say that the default roles have been added.

Could anyone point me in the right direction?

[Sandeep Rajput]

@M_iA If you are inserting the records via an onSubmit script then you need to have a reference field (referring to sys_user table) on your form. This field will be hidden via a UI Policy. Once the record is created via your onSubmit script, you can set the value of generated sys_id on this reference field.

Use the value from the reference field to set current.caller_id = producer.<your reference field name> in the record producer script.

Hope this helps.

[M_iA]

@Sandeep Rajputapologies, this seems like it should be a good answer. ive tried updating my onSubmit script to populate but it just returns a NULL value so doesnt populate my new hidden field? Heres my script:

function onSubmit() {
    var checkboxResponse = g_form.getValue('is_employee_available');
    if (checkboxResponse == true || checkboxResponse == "true") {
        var ga = new GlideAjax('global.CustomerHelpCenterUtils');
        ga.addParam('sysparm_name', 'insertUserRecord');
        ga.addParam('sysparm_user_first', g_form.getValue('first_name'));
        ga.addParam('sysparm_user_last', g_form.getValue('last_name'));
        ga.addParam('sysparm_user_email', g_form.getValue('email_address'));
        ga.addParam('sysparm_user_telephone', g_form.getValue('telephone'));
		ga.addParam('sysparm_user_company', g_form.getValue('account'));
		ga.addParam('sysparm_user_id', g_form.getValue('employee_id_number'));
        ga.getXMLAnswer(myCallbackFunction);
    }

    function myCallbackFunction(response) {
		var answer = response;
		alert(answer);
		g_form.setValue('new_contact_record', answer.email);
    }

}

[Sandeep Rajput]

@M_iA Are you returning a sys_id from 

insertUserRecord

method in 

CustomerHelpCenterUtils

Script include. you didn't share the source code of script include, hence asking this question.

Also, if 

new_contact_record

is a reference(sys_user) field then it would expect a sys_id and not an email

Your callback should be updated as follows.

function myCallbackFunction(response) {
		var answer = JSON.parse(response);
		alert(answer);
		g_form.setValue('new_contact_record', answer.sys_id);
    }

Assuming your script include returns a stringified object which has sys_id and email as properties.

Hope this helps.

[M_iA]

@Sandeep RajputHere is the function in my script include:

    insertUserRecord: function() {

        var first_name = this.getParameter('sysparm_user_first');
        var last_name = this.getParameter('sysparm_user_last');
        var email = this.getParameter('sysparm_user_email');
        var phone = this.getParameter('sysparm_user_telephone');
		var company = this.getParameter('sysparm_user_company');
		var employee_number = this.getParameter('sysparm_user_id');
        var gr = new GlideRecord('customer_contact');
        gr.initialize();
		gr.user_name = email;
        gr.first_name = first_name;
        gr.last_name = last_name;
        gr.email = email;
        gr.phone = phone;
		gr.company = company;
		gr.employee_number = employee_number;
        gr.insert();
		gs.flushMessages();
		return gr.sys_id;
    }

[Sandeep Rajput]

@M_iA Make sure this is a client callable script include. Also, make following changes in your script include and the client script.

insertUserRecord: function() {

        var first_name = this.getParameter('sysparm_user_first');
        var last_name = this.getParameter('sysparm_user_last');
        var email = this.getParameter('sysparm_user_email');
        var phone = this.getParameter('sysparm_user_telephone');
	var company = this.getParameter('sysparm_user_company');
	var employee_number = this.getParameter('sysparm_user_id');
        var gr = new GlideRecord('customer_contact');
        gr.initialize();
	gr.user_name = email;
        gr.first_name = first_name;
        gr.last_name = last_name;
        gr.email = email;
        gr.phone = phone;
	gr.company = company;
	gr.employee_number = employee_number;
        var incidentSysID = gr.insert();
	gs.flushMessages();
	return incidentSysID + '';
    }

Client script

function onSubmit() {
    var checkboxResponse = g_form.getValue('is_employee_available');
    if (checkboxResponse == true || checkboxResponse == "true") {
        var ga = new GlideAjax('global.CustomerHelpCenterUtils');
        ga.addParam('sysparm_name', 'insertUserRecord');
        ga.addParam('sysparm_user_first', g_form.getValue('first_name'));
        ga.addParam('sysparm_user_last', g_form.getValue('last_name'));
        ga.addParam('sysparm_user_email', g_form.getValue('email_address'));
        ga.addParam('sysparm_user_telephone', g_form.getValue('telephone'));
		ga.addParam('sysparm_user_company', g_form.getValue('account'));
		ga.addParam('sysparm_user_id', g_form.getValue('employee_id_number'));
        ga.getXMLAnswer(myCallbackFunction);
    }

    function myCallbackFunction(response) {
		var answer = response;
		alert(answer);
		g_form.setValue('new_contact_record', answer);
    }

}

Hope this helps.