UI action - create requested item from an incident

[mitzaka]

Hi SNC,

I want to create a RITM from an incident, using an UI action. Below is my code, my questions are in red:

createRITM();

// update the record once, after the function call

current.active = false;

current.state = 9; //setting it to closed state

current.updateWithReferences();

  function createRITM() {               //create the new Requested Item Record

  var newReq = new GlideRecord("sc_req_item");

  newReq.initialize();

  newReq.opened_by=current.opened_by;

  newReq.assignment_group='4e868fe1508381002cf0066911d9982c';

  newReq.cmdb_ci=current.cmdb_ci;

  newReq.u_business_service=current.u_business_service;

  newReq.u_customer_defined_urgency=current.u_customer_defined_urgency;

  newReq.variables=current.variables; //I am storing catalog item variables in a formatter, called Requested Item Variable Editor, and I wanted to transfer the variables from the incident into the RITM, but it does not happen

  newReq.description=current.description;

  newReq.short_description=current.short_description;

  newReq.contact_type='2';

  newReq.state=current.state;

  newReq.priority=current.priority;

  newReq.watch_list=current.watch_list.getDisplayValue().toString();

  newReq.parent=current.number; //I can't get this working - cannot populate the Parent field in the RITM with the ID of the incident

  newReq.insert();

  // now direct to the new Request

  gs.addInfoMessage("Incident closed, Requested Item "   + newReq.number + " created.");

action.setRedirectURL(newReq);

action.setReturnURL(current);

  }

Would you throw a sanity check eye on this?

Thanks!

[Mike Allen]

newReq.parent=current.sys_id; worked for me.

[bernyalvarado]

Hi Dimitar,

Here goes some inputs to your questions:

1) newReq.variables=current.variables; //I am storing catalog item variables in a formatter, called Requested Item Variable Editor, and I wanted to transfer the variables from the incident into the RITM, but it does not happen

I don't think that assignment works that way, and if it does most probably you're copying the "pointer" to the current variables, which most probably it's not what you're expecting. I will rather recommend copying all the variables one by one.

newReq.parent=current.number; //I can't get this working - cannot populate the Parent field in the RITM with the ID of the incident

Change it to newReq.parent = current;

You could also write it like Mike suggested previously, but according to a ServiceNow Coding Best practice dot-walking to a record's sys_id is not recommended since it adds an additional database query that could have been avoided. Coding Best Practices - ServiceNow Wiki

Thanks,

Berny

[bernyalvarado]

As for how to copy the variables from your current RITM into a new RITM, you can find the code in the following thread:

Copying variables field from Requested Item to a new record

I hope this is helpful! Please let us know if you have any further questions.

Thanks,

Berny

[mitzaka]

Berny Alvarado How do you think the code would look like for my conversion RITM-INC, and INC-RITM? I still can't figure it out right.