ServiceDesk Call create generic request

williame · ‎01-19-2018

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

Ashutosh Munot1 · ‎01-20-2018

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,

View solution in original post

Ashutosh Munot1 · ‎01-20-2018

Hi Will,

Can you explain more on this. What you want to set and in which field i am confused on this.

Regards,

williame · ‎01-20-2018

I want to set the transferred_to field on the Table "Call" to the new Request Number

If you look at the Servicedesk / New Call feature it generates a Request Number within the Transferred To field

Michael Fry1 · ‎01-20-2018

Check out this post for help: Re: Copy New Call Description into Request Item

williame · ‎01-20-2018

Mike,

Thanks for this information! it was helpful.

I am trying now to make the business rule write to the new_call table for the field transferred_to to display the request.number, possible can you point me in the direction of a script or something that would accomplish this?

Michael Fry1 · ‎01-20-2018

There is a business rule that comes out of the box: Link back to the call that generated it