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

[williame]

I created a new business rule as below to create the Request / item / task , I believe because of this I am not able to use / utilize the oob rule to link it back or don't see the BR for it.

var generalRequestSysID = '08eb99250feb0200462df3f692050e47';

// Create the cart using the Cart API. NOTE: THIS WILL CLEAR ANY ITEMS IN THE USER'S CART!!!!

var cart = new Cart();

var item = cart.addItem(generalRequestSysID);

cart.setVariable(item, 'inhibit_workflow', 'skip');

// update the form variables

cart.setVariable(item, 'requested_for', current.caller_id);

// use the reported by user as the requested by if available

if (JSUtil.notNil(current.u_user)) {

cart.setVariable(item, 'requested_by', current.u_user);

} else {

cart.setVariable(item, 'requested_by', current.u_user);

}

cart.setVariable(item, 'converted_incident', current.sys_id); // case number

cart.setVariable(item, 'opened_by', current.u_user); // opened by /requested_by

cart.setVariable(item, 'category', 'other');

cart.setVariable(item, 'phone', current.u_phone_number); // phone number

cart.setVariable(item, 'email_address', current.caller.email); // Affected User Email

cart.setVariable(item, 'location_building', current.u_building);

cart.setVariable(item, 'location_area', current.u_area);

cart.setVariable(item, 'location_area_not_available', current.u_area_not_available);

cart.setVariable(item, 'enter_location', current.u_area_text);

cart.setVariable(item, 'description', current.short_description + '\n\n' + current.description);

cart.setVariable(item, 'pc_id', current.u_pcid);

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

cart.setVariable(item, 'requested_for', current.caller);

cart.setVariable(item, 'comments', "Case converted from " + current.number + "\nPCID: " + current.u_pcid.name );

cart.setVariable(item, 'work_notes', "Case converted from " + current.number + "\nPCID: " + current.u_pcid.name );

cart.setVariable(item, 'u_transferred', current.sys_id);

cart.setVariable(item, 'call_number', current.number);

var cartGR = cart.getCart();

cartGR.requested_for = current.caller;

cartGR.update();

var req = cart.placeOrder();

var reqSysID = req.sys_id;

req.short_description = current.short_description;

req.description = current.description + '\n\n + Case converted from ' + current.number;

req.comments = current.description;

req.u_pcid = current.u.pcid;

req.requested_for = current.caller; // Affected User

req.opened_by = gs.getUserID();

req.u_requested_by = current.opened_by;

req.u_transferred = current.sys_id;

req.stage = 'requested';

req.update();

var ritm = '';

var gRitm = new GlideRecord('sc_req_item');

gRitm.addQuery('request', req.sys_id);

gRitm.query();

if (gRitm.next()) {

gRitm.short_description = current.short_description;

gRitm.description = current.description + '\n\n' + "Case converted from " + current.number + "\nPCID: " + current.u_pcid.name ;

gRitm.requested_for = current.caller; // Affected User

gRitm.opened_by = gs.getUserID();

// use the reported by user as the requested by if available

if (JSUtil.notNil(current.u_user)) {

gRitm.u_requested_by = current.u_user;

} else {

gRitm.u_requested_by = current.opened_by;

}

gRitm.approval = 'approved';

gRitm.stage = 'fulfillment';

gRitm.update();

ritm = gRitm;

}

// Create the TASK

var task = new GlideRecord("sc_task");

task.initialize();

task.request = req.sys_id;

task.request_item = ritm.sys_id;

task.u_item = ritm.cat_item;

task.opened_by = ritm.opened_by;

task.u_requested_for = current.caller;

task.short_description = ritm.short_description;

task.description = ritm.short_description + "\n\n" + ritm.description;

task.cmdb_ci = current.u_config_item;

task.assignment_group = current.u_assignment_group;

task.assigned_to = current.u_assigned_to;

task.u_call = current.number;

task.work_notes = "Reported By: " + current.u_user.name + "\n\n" + "Affected User: " + current.caller.name + "\n\n" + "Affected User Phone: " +   current.u_phone_number;

task.work_notes = "Current Short Description: " + current.short_description + "\n\n" + "Current Description: " + "\n\n" + current.description;

task.work_notes = "Current PCID: " + current.u_pcid.name;

task.work_notes = "Current Assignment Group: " + current.u_assignment_group.name;

var taskSysID = task.insert();

// copy the Incident attachments to the TASK

GlideSysAttachment.copy("new_call", current.sys_id, 'sc_task', taskSysID);

// show the TASK form

gs.addInfoMessage("We are now tracking Case " + current.number + " as a Request. Please refer to   " + req.number + " .");

action.setRedirectURL(task);

action.setReturnURL('new_call_list.do?sysparm_query=active%3Dtrue');

[Ashutosh Munot1]

HI Will,

Are you able to trigger this or not?

Let me know if any issue.

Regards,

[williame]

I am not able to trigger the Link back to call

[Ashutosh Munot1]

On Call Do you want to set some fields or what.. sry I got confused.

Please clarify.

Thanks

[williame]

I need to be able to trigger the OOB rule "Link back to the call that generated it" that is under the Request Business rules - currently it has a condition for when it gets triggered and since I created a new rule I don't seem to be able to trigger it.