Service Portal - Redirect to RITM

[ProbirDas]

Hello Community,

I am trying to modify the out of box "SC Catalog Item" widget which displays the request/incident number using spUtil.addInfoMessage() after submission of the item. Instead of just displaying the number, I want it to redirect to the specific record. For incident, it works fine. For request, I want to redirect the user to the RITM record instead of the REQ record. I believe I need to fetch the RITM sys_id from the server script for this.

See the code below. How do I access the sys_id and number of the RITM within the client controller?

In client controller:
//req_id holds the sys_id of the REQ
$scope.server.get({request_id:req_id}).then(function(r){
         //how do I access the sys_id and number of the RITM here?
         //$scope.data doesn't have these parameter
         //how do I make use of 'r' to access those values set in the server script? I checked JSON stringifying of 'r'. It didn't help.
         //Checked the value of r.data.ritm_id / r.data.ritm_number, it returns undefined
});

In server script:
if(input){
         if(input.request_id){
                   // Debugging gives me the correct value of sys_id of the REQ
                   var gr = new GlideRecord('sc_req_item');
                   gr.addQuery('request',input.request_id);
                   gr.query();
                   if(gr.next()){
                             data.ritm_id = gr.sys_id;
                             data.ritm_number = gr.number;
                   }
         }
}
else {
 // other scripts
}

Thanks,

Probir

[ProbirDas · Accepted solution]

I was able to fix it. Had to convert the values to string.

In server script:
if(input){
       if(input.request_id){
                   // Debugging gives me the correct value of sys_id of the REQ
                   var gr = new GlideRecord('sc_req_item');
                   gr.addQuery('request',input.request_id);
                   gr.query();
                   if(gr.next()){
                          data.ritm_id = gr.sys_id.toString();
                           data.ritm_number = gr.number.toString();
                   }
       }
}
else {
// other scripts
}

[User166992]

Hello,

I am also trying to implement similar configurations in my instance, but no luck. If you don't mind, can you please share the updated code.

Thanks in advance.

Regards,

Jai

[sonu16]

Can you send me the script that redirects to the incident record.

Ont the Service Portal homepage I created a incident widget. It shows the incident number and short description but when I click on that it shows 404 error instead of showing the record.

Not sure where do I change script in HTML and client controller. I cloned My requests Widget and made some changes

[ProbirDas]

I am using the window.location global to redirect to the resultant url

#table - either RITM or INC (can be any other table set as target in record producer)
#sys_id - sys_id of the record
#these are part of the issueMessage function

var url = "?id=ticket&table="+table+"&sys_id="+sys_id+"&view=sp";
$window.location = url;