Button to copy and insert a new ticket into table

cnharris1 · ‎01-31-2020

Good morning developers,

I need a little help. I was tasked with creating a button on our Service Portal for Closed Tickets. This button will be called Reoccurrence. The functionality is for the user to be able to go to a closed ticket from the Ticket Conversations view and be able to copy the fields from the closed ticket and create a new ticket and redirect them to the ticket in Ticket Conversations. I read over several articles on the community where other developers created buttons but I couldn't find anything on what I'm trying to do.

I did find this article: https://serviceportal.io/create-custom-action-buttons-service-portal/ which was helpful but I still can't get the button to do what I need it to do. I have attached a few screenshots of my code. Any help will be greatly appreciated.

Here's a copy of the page of where I want the button:

Here's my code from the widget that I created:

Best regards,

cnharris

Knight Rider · ‎01-31-2020

You have to initialize and use gr.insert();

Please see below code for reference:

In your widget server code you need to put

line 22: gr.initialize();

&

line 38: gr.insert();

var gr = new GlideRecord('to_do');
gr.initialize(); 
gr.name = 'first to do item'; 
gr.description = 'learn about GlideRecord'; 
gr.insert();

You can read more about this in below

https://developer.servicenow.com/app.do#!/api_doc?v=newyork&id=r_GlideRecord-initialize

Mark as correct if this helps!!

-Vinay.

cnharris1 · ‎01-31-2020

I tried the gr.initialize but it still didn't create a new record.

Knight Rider · ‎02-03-2020

Check if there are any WRITE ACLs on that table

cnharris1 · ‎02-03-2020

I only have the 'itil' role acl on the table.