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]

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]

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