Update ritm variable based to change ticket state changes to ccb

[Km Sh]

Hi All

I have a variable "Change State," which is referenced to "Change" table.

When related change ticket state changes to CCB, I need to update the variable "Change State" as well on RITM.

Please suggest the feasible resolution.

Thanks

[pratikjagtap]

Hi @Km Sh ,

Try to create one business rule 

Table: change_request
When: after update
Condition: current.state == <value_for_CCB>

Script :

// Replace 'ccbStateValue' with the actual value for CCB (e.g., 4, 6, etc.)
if (current.state == 'ccbStateValue') {
var ritmGR = new GlideRecord('sc_req_item');
ritmGR.addQuery('variables.active_change_request_number', current.sys_id); // assumes variable is reference type
ritmGR.query();

while (ritmGR.next()) {
// Get the variable using its name — replace 'change_state' with your real variable name
var itemVar = new GlideRecord('sc_item_option');
itemVar.addQuery('request_item', ritmGR.sys_id);
itemVar.addQuery('item_option_new.name', 'change_state');
itemVar.query();

while (itemVar.next()) {
itemVar.value = current.state.toString(); // you could also map it to display value if needed
itemVar.update();
}
}
}

[Ankur Bawiskar · Accepted solution]

@Km Sh 

what does this mean -> When related change ticket state changes to CCB, I need to update the variable "Change State" as well on RITM.

Are you saying this variable should reflect the state whenever CHG state is updated?

if yes then use after update business rule on change_request table

Ensure you form the encoded query like this and use in script and give correct variable sysId

Assumption: I assume your change state variable is string type

Condition: State Changes

Script:

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var ritmRec = new GlideRecord('sc_req_item');
    ritmRec.addEncodedQuery('variables.042f4f871b431a108e08fc451a4bcb97=' + current.sys_id); // give here the variable sysId which holds reference to CHG table in your catalog item
    ritmRec.query();
    if (ritmRec.next()) {
        ritmRec.variables.changeStateVariableName = current.state.getDisplayValue(); // give here the variable name
        ritmRec.update();
    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.