UI Action and Scripting

[Sujana Vadagana]

Hello!
I've been learning implementation of servicenow and I'm trying to create a copy case button, when we click on the button it should create a new case copying the short description from that case and also update the work notes as 'copied from csxxxxx'.
I can create UI Action, but I have doubts about the scripting part. Could anyone please explain how we can write script for that.

[maliksneha9 · Accepted solution]

Hi,

You can achieve this by creating a UI Action that inserts a new Case record and copies the required values from the current record.

Here is a simple approach.

1. Create the UI Action

• Table: Case

• Action name: copy_case

• Check Form button checkbox

• Uncheck Client checkbox

2. Script Example

var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

// Copy short description from the current case
newCase.short_description = current.short_description;

// Add work note referencing the original case
newCase.work_notes = 'Copied from ' + current.number;

var newSysId = newCase.insert();

// Redirect to the new case
action.setRedirectURL(newCase);

Hope this helps!

[Sahil Chaudhary · Accepted solution]

Script:

var currentCase = current;

var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

// short description
newCase.short_description = currentCase.short_description;

// Add work notes with the reference
newCase.work_notes = 'Copied from ' + currentCase.number;

var newCaseID = newCase.insert();

action.setRedirectURL(newCase);

A few things to keep in mind:

• Make sure your UI Action is set to run on the server side (not client-side)
• The table name for cases is typically 'sn_customerservice_case' but double-check yours since it can vary depending on your instance setup

[maliksneha9 · Accepted solution]

Hi,

You can achieve this by creating a UI Action that inserts a new Case record and copies the required values from the current record.

Here is a simple approach.

1. Create the UI Action

• Table: Case

• Action name: copy_case

• Check Form button checkbox

• Uncheck Client checkbox

2. Script Example

var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

// Copy short description from the current case
newCase.short_description = current.short_description;

// Add work note referencing the original case
newCase.work_notes = 'Copied from ' + current.number;

var newSysId = newCase.insert();

// Redirect to the new case
action.setRedirectURL(newCase);

Hope this helps!

[Sahil Chaudhary · Accepted solution]

Script:

var currentCase = current;

var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

// short description
newCase.short_description = currentCase.short_description;

// Add work notes with the reference
newCase.work_notes = 'Copied from ' + currentCase.number;

var newCaseID = newCase.insert();

action.setRedirectURL(newCase);

A few things to keep in mind:

• Make sure your UI Action is set to run on the server side (not client-side)
• The table name for cases is typically 'sn_customerservice_case' but double-check yours since it can vary depending on your instance setup

[Tanushree Maiti · Accepted solution]

Hi @Sujana Vadagana 

Create a Ui Action 'Copy Case'  , make it server-side code (Client - false)

Script:

var newCase = new GlideRecord('sn_customerservice_case');
newCase.initialize();

// Copy specific fieldsnewCase.short_description = current.short_description;
newCase.description = current.description;
newCase.company = current.company;
newCase.contact = current.contact;
newCase.account = current.account;
newCase.category = current.category;
newCase.subcategory = current.subcategory;

// Optional: Link back to original case
newCase.work_notes = 'Copied from ' + current.number;

var newSysId = newCase.insert();

// Redirect to new caseaction.setRedirectURL(newCase);
gs.addInfoMessage('Case ' + newCase.number + ' created from ' + current.number)