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!

[bernyalvarado]

Hi Dimitar, it depends on what type of relationship are you looking to establish?

a) Is this a many-to-many: 1 RITM can have multiple Incidents and 1 Incident can have associated multiple RITM

b) It this a 1 to 1: 1 RITM is associated to 1 Incident

c) or a 1 to many: 1 Incident is associated multiple RITM?

Thanks,

Berny

[mitzaka]

I am looking forward to create a 1:1 relationship. One RITM generates one Incident. And vice-versa.

[mitzaka]

Neither seem to be working for me, still cannot populate the parent.

[bernyalvarado]

Hi Dimitar:

a) would you mind sharing your latest code?

b) also, could you please take a look if the parent field of the RITM is associated to something else? or is it blank (empty)? Perhaps it's getting overwritten by another business value.

Thanks,

Berny

[mitzaka]

OK, so funny thing I noticed was that aft er I create the record (RITM) and I look at the parent field , it has a "i" icon next to it (the mouse over info icon), which means something is assigned there, but I cannot see it.

Actually when I click on the info icon, I am taken to:

Latest code is below:

// update the incident record once, after the function call

current.active = false;

current.state = 9;

current.updateWithReferences();

//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;

              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;

              newReq.insert();

// now direct to the new Requested Item

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

action.setRedirectURL(newReq);

action.setReturnURL(current);