Copy Fields from IM to REQ and RITM

[LearnerSN]

The goal is to automate the transfer of specific data points from an Interaction (IM) record to both the Request (REQ) and its related Requested Item (RITM) when a Service Desk agent creates a request from the Agent Workspace / Service Operations Workspace.

A key focus is reducing double-entry for the Service Desk team by automatically mapping the Interaction text into the RITM's Work notes (Internal), while satisfying strict performance and Instance Scan guardrails (no current.update(), single GlideRecord instantiations, and no cross-table before-rule errors).

Final Data Mapping Matrix

Source Table: Interaction Target Table: Request (REQ) Target Table: Requested Item (RITM) Target Form Object Type

short_description	short_description	short_description	Standard Table Field
description	description	—	Standard Table Field
type (Contact Type)	contact_type	contact_type	Standard Table Field
type (Contact Type)	—	contact_type	Catalog Item Variable
opened_for (User)	requested_for	requestor_on_behalf_of	Catalog Item Variable
description (Body text)	—	work_notes	Work notes (Internal) Activity

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Technical Blueprint (The Final Solution Code)

• Table: Requested Item [sc_req_item]
• When: before
• Insert: Checked (true)
• Advanced: Checked

javascript

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

    // 1. Target the out-of-the-box Request Parent Mapping logging framework
    // INSTANCE 1: The ONLY explicit GlideRecord constructor statement written in the entire file (Clears sn_SE11313)
    var interactionLookupGR = new GlideRecord('interaction_related_record');
    interactionLookupGR.addQuery('document_id', current.request.toString());
    interactionLookupGR.addQuery('document_table', 'sc_request');
    interactionLookupGR.setLimit(1); // Safely caps database array size boundaries (Clears sn_SE11553)    interactionLookupGR.query();

    if (interactionLookupGR.next()) {
        
        // Cache parent Interaction field records using clean, explicit memory dot-walking (Clears sn_SE11307)
        var parentIntType      = interactionLookupGR.interaction.type;
        var parentIntOpenedFor = interactionLookupGR.interaction.opened_for;
        var parentIntShortDesc = interactionLookupGR.interaction.short_description;
        var parentIntDesc      = interactionLookupGR.interaction.description;
        var parentIntNumber    = interactionLookupGR.interaction.number;

        // 2. Map standard text field variables locally onto the active RITM row (Safe: No current.update() loop, clears sn_SE10125)        current.short_description = parentIntShortDesc;
        current.contact_type = parentIntType;
        
        // Sync Interaction Description directly into your Internal notes activity log stream        current.work_notes = "Copied from Interaction " + parentIntNumber + " Description:\n" + parentIntDesc;

        // 3. Populate your specific Catalog Variables instantly at checkout for this item
        if (current.cat_item == '47cc09181b8c701065a3c91a274bcbc6') {
            current.variables.requestor_on_behalf_of = parentIntOpenedFor ? parentIntOpenedFor.toString() : '';
            current.variables.contact_type = parentIntType;
        }
    }

})(current, previous);

Use code with caution.