Script Include Inserting Empty Record

[stephaniet]

Hi everyone,

This is my first "big" scripting project, so please bear with me.   I'd really appreciate your help.

I am trying to have the system automatically create a record in my new table called 'u_assignment_record' that includes who an incident was assigned to, who it is assigned to now, and who changed, every time someone updates the assigned to field on an incident.   I have it mostly working...except for the part where the record that the script include creates is blank.

Now, I tried using the OOB Metric for Assigned To duration, but this does not give me what we need in the format we need it.

Here is what I have so far.

CLIENT SCRIPT:

I want to pass the system ID's for all the values (the 'sysparm_who' value was a desperate attempt to figure out what I'm doing wrong...still didn't work), so that I can run reports on related fields for the values.   If I enable the commented out section in both the client script above and the script include below, I get an alert showing all the information I need (sys_id's for all values).

SCRIPT INCLUDE:

When I disable the alert parts above and change the value for an incident, I get a record in the u_assignment_record table BUT it's blank...

<xml>

<u_assignment_record>

<sys_created_by>stephanie.taveras</sys_created_by>

<sys_created_on>2016-11-07 19:13:29</sys_created_on>

<sys_id>d885d1800f87a200e867ee68b1050e06</sys_id>

<sys_mod_count>0</sys_mod_count>

<sys_updated_by>stephanie.taveras</sys_updated_by>

<sys_updated_on>2016-11-07 19:13:29</sys_updated_on>

<u_assigned_by/>

<u_assigned_from/>

<u_assigned_to/>

<u_number/>

</u_assignment_record>

</xml>

As you can see from the XML above, all 4 parameters that I try to pass are blank on my table.   I have tried setting these fields as Reference type, as String and as Translated Text.   Same thing happens for each type.   I did comment out the parameter and had it create a record with a static value (i.e '1', '2', '3', '4') and those values did pass into my table.

I would really appreciate anyone's help with this!

[Mike Allen]

I would bet that maybe the var inc = new GlideRecord(incident) line is throwing things off.   It is not correct, not needed, and should be removed.

Try that and tell us what you get.

[Mike Allen]

Also, is there a reason this is done Client Side?   If you do this, every time a user switches the assignment group in the form, it will log to the table, regardless of whether that was submitted or not.   So, if a user accidentally changes the assignment group, then changes it right back, that gets logged, though no change was actually done.   I think the better candidate for this is a before update business rule with a condition of assignment group changes.

[stephaniet]

Hi Mike, that was actually my original train of thought, and I tried to do it that way.   But for some reason I could not get the parameters I need to be sent from the business rule to the script include.   Could you give me an example of what it would need to look like?

[Mike Allen · Accepted solution]

OK.. I messed around a bit with the setup.   You have to have the getXML() function, even if you do nothing with it: