Auto-populate Configuration Item field on incident form with certain conditions :

[Adityanshu Sing]

I want to Auto-populate CI field on incident form from reference table 'cmdb_ci_pc_hardware'(this table consists of PC assigned to users) with some conditions :

1. If user has one device then auto-populate CI field .

2.if user has multiple devices assigned then clear the CI field .

3 . It should not work on old incidents which is already created .

Howvever we have tried this with script include and onchange client script but it did't work.

Please suggest.

function onChange(control, oldValue, newValue, isLoading) {



    //     if (newValue == '') {
    // 		g_form.addInfoMessage('newValue ');
    //         g_form.setVisible('cmdb_ci', true);
    //         g_form.clearValue('cmdb_ci');
    //         return;
    //     }
    var caller = g_form.getValue('caller_id');

    if (isLoading && oldValue != '') { // newValue == ''
        alert('Old value running ');
        var ref = g_form.getReference('cmdb_ci', pullAttributes);

        
//         g_form.addInfoMessage('Old Value ' + g_form.getValue('cmdb_ci'));
//         g_form.setVisible('cmdb_ci', true);
//         g_form.clearValue('cmdb_ci', false);
									}
	
		else if (isLoading && newValue != '') { //  && oldValue == ''
        alert('New Value running ');
        var ga = new GlideAjax('Inc_ci');
        ga.addParam('sysparm_name', "getCIList2");
        ga.addParam('sysparm_role', caller);
        ga.addParam('sysparm_sysID', g_form.getUniqueValue());
        alert('Caller ' + caller);
        alert('SysID  ' + g_form.getUniqueValue());
        ga.getXMLAnswer(function(answer) {

            g_form.addInfoMessage('Answer ' + answer);
            if (answer != '' && answer != 'List') { // Ci available - only 1
                g_form.setDisplay('cmdb_ci', true);
                g_form.setValue('cmdb_ci', answer);

            } else if (answer == 'List') { // Ci available - multiple
                g_form.clearValue('cmdb_ci');
                g_form.setVisible('cmdb_ci', true);
            } else if (answer == '') { // Ci avaialble - No

                g_form.clearValue('cmdb_ci');

            }


        });

    }
}

function pullAttributes(ref) {
			g_form.addInfoMessage('pullAttributes running');
            g_form.setValue('cmdb_ci', ref.cmdb_ci);

        }

 getCIList2: function() {
        gs.log('running CI ');
        var myDateTime = new GlideDateTime();
        myDateTime.setValue('2023-08-01 00:00:00');

        var user_id = this.getParameter('sysparm_role');
        var record = this.getParameter('sysparm_sysID');
        gs.log('running CI2');
        var gr = new GlideRecord('incident');
        gr.addQuery('sys_id', record);
        gs.log('running inc ' + record);
        gr.query();
        if (gr.next()) {
            gs.log('running gr.next() ');
            var createdDateTime = new GlideDateTime(gr.sys_created_on);
            gs.log('running ' + createdDateTime);
            if (createdDateTime.before(myDateTime))
                return 'false';
            else {
                var ci = new GlideRecord('cmdb_ci_pc_hardware');
                ci.addQuery('assigned_to', user_id);
                gs.log('running user ' + user_id);
                ci.query();
                if (ci.next()) {
                    if (ci.getRowCount() == 1) {
                        //gs.log('JT: Row count is ' + ci.getRowCount());
                        return ci.getValue('sys_id');
                    }
                    return "List";
                }
                return "";
            }
        }
    },

    type: 'Inc_ci'
});

[Chetan Mahajan]

Hello @Diana Rodriguez ,

 There are some changes required in your script 

Changes in client script : 

Changes in Script include : 

I would recommend to understand how it works first Script Include and GlideAjax ServiceNow Coding Demo with Examples 

Kindly mark correct and helpful if applicable

[ConradJ]

I couldn't really get these to work since there was some misalignment between New records and OnChange. These are the scripts I got to work with extra logging so remove once tested in Dev/Test. If you change the caller in the Incident then the CI changes so adapt to your own process.

Script include:

var IncCi = Class.create();
IncCi.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    getCIForCaller: function() {
        gs.info("Entering getCIForCaller function");

        var user_id = this.getParameter('sysparm_role');
        var record = this.getParameter('sysparm_sysID');
        gs.info("Received parameter - user_id: " + user_id);
        gs.info("Received parameter - record: " + record);

        if (!user_id) {
            gs.info("user_id is blank, returning false");
            return false;
        }

        var ci = new GlideRecord('cmdb_ci_computer');
        ci.addQuery('assigned_to', user_id);
        ci.addQuery('operational_status', "1")
		ci.addQuery('sys_class_name', "cmdb_ci_computer")
        ci.query();
        gs.info("Queried cmdb_ci table with assigned_to: " + user_id);

        if (ci.getRowCount() == 1 && ci.next()) {
            gs.info("Found CI with sys_id: " + ci.getValue('sys_id'));
            return ci.getValue('sys_id');
        } else if (ci.next()) {
        gs.info("Found >1 CI with sys_id: " + ci.getValue('sys_id'));
        return ci.getValue('sys_id');

    } else {
        gs.info("No CI found or multiple CIs found, returning false");
    }
    return false;
}
});

 Onchange script:

function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading || newValue == '') {
        return;
    }
    var caller = g_form.getValue('caller_id');
    console.log("Caller ID: " + caller); // Log the caller value
    var currentCI = g_form.getValue('cmdb_ci'); // CI field name


        if (caller) {
            console.log("Caller ID 2: " + caller); // Log the caller value
            var ga = new GlideAjax('IncCi');
            ga.addParam('sysparm_name', 'getCIForCaller');
            ga.addParam('sysparm_role', caller);
            ga.addParam('sysparm_sysID', g_form.getUniqueValue());
            ga.getXMLAnswer(function(answer) {
                if (answer) {
                    g_form.setValue('cmdb_ci', answer);
                } else {
                    g_form.clearValue('cmdb_ci');
                }
            });
        } else {
            console.log("Caller ID is blank, not making GlideAjax call");
        }
    
}