ServiceDesk Call create generic request

[williame]

So I am new to the Service Desk Call option,

I was able to get the Incident information the way I want,   now I wanted to create a General Request item - I have tried using the format of

New call to create generic request`

However it just isnt copying any of my data from the NewCall to the request/item and not actually submitting the request.

Would anyone be willing to share their experiences/code?

basically i want to take

short_description to task short description

description to task description

caller to task requested for

assignment group to task assignment group

[Gowrisankar Sat]

Hi William,

You can generate/submit a request from incident using a business rule on incident table to make sure, it triggers only when an incident is created. make sure you have a catalog item in place to map the variables with the values in incident table.

Request Generation Methods — ServiceNow Elite

Business Rule
When: after
Insert/Update/Delete: true
Condition: <your_condition_here>
createRequest();

function createRequest() {
//Create Request
var cart = new Cart();-
//substitute your cat item
var item = cart.addItem('<sys_id_of_catalog_item>');

//Set Variables in your Cart Item
//substitute your req for
cart.setVariable(item, 'requested_for','00000000000000000000000000000000');
cart.setVariable(item, 'request_short_description', 'Created from Business Rule');
cart.setVariable(item, 'request_description', 'Created from Business Rule');
cart.setVariable(item, 'request_type', 'others');

var rc = cart.placeOrder();
cart.description = 'servicenowelite.com';
var rc = cart.placeOrder();
gs.addInfoMessage('Request Item Created: ' + rc.number);
}

[williame]

Thanks for this information, I am specifically trying to work with the Service Desk / Calls / New Call feature. I have been able to create the request as I need now I am having difficulties writing the Request Number back to the "Call".

[Ashutosh Munot1 · Accepted solution]

HI William,

Check this out:

Service catalog script API

createServiceRequest();

function createServiceRequest() {

var cart = new Cart();

var item = cart.addItem('af695d47314610003e55ce5fcb8deb06');

cart.setVariable(item, 'short_description', current.short_description);

cart.setVariable(item, 'description', current.description);

cart.setVariable(item, 'sr_cmdb_ci', current.cmdb_ci);

cart.setVariable(item, 'sr_resolver_group', current.assignment_group);

var cartGR = cart.getCart();  

cartGR.requested_for = current.u_affected_person;

cartGR.update();  

var newSerReq = cart.placeOrder();

newSerReq.opened_by = current.caller_id;

newSerReq.update();

var activityLogMsg = 'Your Incident ' + current.number + ' has been cancelled and a Service Request ' + newSerReq.number + ' is created. No action is needed on your part';

current.state = 5;

current.active = false;

current.work_notes = activityLogMsg;

current.parent = getRITM(newSerReq.sys_id);

current.update();

var disMessage = 'Incident ' + current.number + ' has been cancelled and your work will be captured via the newly created Service Request ' + newSerReq.number;

gs.addInfoMessage(disMessage);

action.setRedirectURL(newSerReq);

action.setReturnURL(current);

}

function getRITM(serReq) {

var ritm = '';

var grRITM = new GlideRecord('sc_req_item');

grRITM.addQuery('request',serReq);

grRITM.query();

if(grRITM.next()) {

ritm = grRITM.sys_id;

}

return ritm;

}

Regards,

[williame]

Thank you Ashutosh , I was able to get it working now. I would like for it to generate the "Transferred To" field within the call Table, is there a way to query the call table, find the call in question and write to that table?