Update ticket and open 'Email Client Template' in a single UI Action

[Jason Nicholas]

Hi

I am trying to create a UI action that does 2 things

1. Pop up a Client email
2. Update a field on the ticket with date & Time

I seem to be able to do both seperatly but not togeother,. hers is my code

To update the incident:

gs.eventQueue('leaver.email', current);
current.u_email_sent_to_sme = gs.nowDateTime();
action.setRedirectURL(current);
current.update();

To call the Email Client Template:

function showEmail1(){
emailClientOpenPop('request', false, null, null, '1537a78e1b4fb550cbb7dce7b04bcb06');
}

Obviously to call the template I need to select Client on the UI Action & add the function to 'Onclick' however when I do this the part that updates the ticket does not work. If I add the ticket update to the function or a separate function this does not work. Both coded separately work OK.

[Anil Lande · Accepted solution]

You need to use gsftSubmit() to make both calls.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1005843

https://www.servicenow.com/community/itsm-articles/client-side-and-server-side-code-in-one-ui-action...

https://www.youtube.com/watch?v=yyVnpbidwmE

[Jason Nicholas]

Thanks
This now Works

[Anil Lande · Accepted solution]

Hi,

Please update your script like below:

function showEmail1() {
    emailClientOpenPop('request', false, null, null, '1537a78e1b4fb550cbb7dce7b04bcb06');
    gsftSubmit(null, g_form.getFormElement(), "update_request");
}
if (typeof window == 'undefined')
    serverCall();

function serverCall() {
    gs.eventQueue('leaver.email', current);
    current.u_email_sent_to_sme = gs.nowDateTime();
    current.update();
    action.setRedirectURL(current);   
}

[Jason Nicholas]

Excellent

Thanks for this, it works. Thanks for all your help

Jason

[Jason Nicholas]

Anil

Whilst I thought I had it fixed, it works as expected in dev but when copied to production it does not work.

In fact when the UI Action is active the request behaviour is unusual, I can no longer right click on the form to configure anything

Right click on the form now brings up this

Rather than this

Any ideas what may be causing that

[Ankur Bawiskar]

@Jason Nicholas 

do like this

function showEmail1(){

	// your GlideAjax call here to update the record

	emailClientOpenPop('request', false, null, null, '1537a78e1b4fb550cbb7dce7b04bcb06');
}

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