Create an IT incident from the HR plugin

zwimi · ‎03-07-2017

Hi all,

I have a problem with an HRC. In the following my example:

An employee creates a request and the responsible HR worker delegates it to IT department, because he can not resolve the issue.
The HR worker therefore wants to open a ticket at the IT servicedesk.

For clarification:
The HR instance and the IT instance should be strictly seperated.

Here are my Questions:

1. How can the HR worker pass the HRC to IT department ?(create an INC)

2. Can the newly created ticket be configured, so only information, which is not confidential, is visible?

Hopefully someone can Help.

Chuck Tomasi · ‎03-08-2017

It would look something more like this - ensure you have the Client checkbox checked and the onclick field says "runClientCode()" (without quotes)

//Client-side 'onclick' function

function runClientCode(){

if(confirm(confirm("Do you want to create an incident") == false){

return false; //Abort submission

}

//Call the UI Action and skip the 'onclick' function

gsftSubmit(null, g_form.getFormElement(), '<button_action_name>'); //MUST call the 'Action name' set in this UI Action

}

//Code that runs without 'onclick'

//Ensure call to server-side function with no browser errors

if(typeof window == 'undefined')

runBusRuleCode();

//Server-side function

function runBusRuleCode(){

var inc = new GlideRecord('incident');

inc.initialize();

inc.short_description = 'Test description';

inc.caller_id.first_name = 'John';

inc.caller_id.last_name = 'Smith';

inc.insert();

}

View solution in original post

JayD1 · ‎07-08-2021

Hi Kiel, If we want to restrict the IT ticket creation if the subject person is empty , how we can proceed with that.(Using OOTB Transfer Case option)