Service Portal building conversation widget: Function from "API Server Side scoped" class: GlideSPScriptable.getStream(String table, String sysId) does not work as expected

[peternilsson]

For a client I am trying to modify the "Ticket Conversation" widget to display Activity Stream for a custom table in a similar way as the Service Portal demo does for Incidents.

I have created a custom table with journal fields and made table "auditable" in sys_dictionary. In the form (client) for the custom table the Acivity stream works as expected and produces a log for all activities.

I would now like to present the activity stream in the new Service Portal. The OOB widget "Ticket Conversations" does this in a neat way for some of the posts in the activity stream, I would like to modify it to work for a custom table and also add the possibility to see Historic changes to fields (not in the widget today).

My problem is that it seems to work ok when I extend a task table and point the widget to a record from the extended table. The issue in this case is that for this custom table we do not extend Task table. Result is that I am not able to retrieve the Activity Stream in the widget.

My question is if there is any setting on table level you have to perform to retrieve the activity stream.

If not, I believe there is a issue with the $sp.getStream(String table, String sysId) function from the API (https://developer.servicenow.com/app.do#!/api_doc?v=helsinki&type=server&scoped=true&to=method_class...).

It seems this function does not return the Stream Object as expected.

I have understood that the issue is on row #55 in "Ticket Conversation" widget Server Script. The row is: data.stream = $sp.getStream(data.table, data.sys_id);

This function call (when run on a record in a table extending Task) return the following object Object[display_value,sys_id,short_description,number,entries,user_sys_id,user_full_name,user_login,label,table,journal_fields]

When run on a table NOT extending Task it return the following: Object[table, sys_id]

If anyone has encountered any problems or has anoher solution to present the Activity Stream in Service Portal in a nice way, please comment.

Steps to reproduce issue:

- Create custom table (u_test_table)

- Add a "Journal" column and a "Journal Input" field to table

- Confirm Table is marked as "Auditable" in sys_dictionary

- Confirm Table is marked as "Live Feed" = true

- Install Service Portal for Enterprise plugin

- Copy "Ticket Conversations" widget to "My Ticket Conversations"

- Add "My Ticket Conversation" to a new page

- Access the page https://my_instance.service-now.com/sp?id=new_page&sys_id=MY_TICKET_SYSID&table=u_test_table

Result: Conversations for ticket is not shown. I have made the same steps but instead creating a custom table extending "task" table. If I do this the conversation is shown.

[amaradiswamy]

Hi Elias,

Do we need to add any dependency to access spModal?

Thanks and regards

Swamy

[Elias11]

Hi Amaradi normaly not, I just took the oob widget Approval Info and cloned it and then modified the scripts that I have sent it to you. so I didnt added any depencies. Elias

[amaradiswamy]

I used the same script, but it is not working. Please help me to solve this issue.

Thanks and regards

Swamy

[Elias11]

Hi Amaradi I have tested also in your system and indeed it is not working but I think I have found the reason. I have checked again and this spModal Library has been added up to Helsinki Patch 5 and your system is still on Patch 4 so it wont work untill you upgrade it to Patch 5 or more. thanks Elias

[amaradiswamy]

Hi Elias,

Thank you so much for your help. Yes, you are correct when i used the same script in patch 6 then it is working.

But, we faced one issue again. When user clicks on reject button "popup" is coming. but if he enters and clicks on OK for the first time then it is not changing state to rejected. if user clicks again for the second time then it is working.

Regards'

Swamy