While working on the call record and their management -I came across a requirement to convert call records to service request and copy the short description and description of the call record onto the variables on catalog item.The basic approach available on the community says that pass both short desc and desc content into the url of the service request so,when the form loads,you can extract the both fields data and using catalog client script populate in the variables.
But,the issue happens is that if there are many characters in the desc and short desc field of call record,by default servicenow property was converting the url to tinyURL ,which was stopping the catalog client script to read the URl.
So,here is my solution:
1.Script Include
Create a script include and pass the call-short desc and desc fields data and store there.
script:
//Created for call records to requests
//the sysID of call record is processed to fetch the short desc and desc
//create by Munender Singh
var getInfoFromCall = Class.create();
getInfoFromCall.prototype = Object.extendsObject(AbstractAjaxProcessor, {
getDetails: function() {
//Get the sys_ID for the call
//pass the input i.e. sys_id of the call record
var callSysID = this.getParameter('sysparm_callSysID');
var gr = new GlideRecord('new_call');
gr.get(callSysID);
var shortDesc = gr.getDisplayValue('short_description');
var desc = gr.getDisplayValue('u_description_html');
var arr = []; // define the array
arr[0] = shortDesc; //set the short desc in the array
arr[1] = desc; //set the desc in the array
return JSON.stringify(arr);
},
type: 'getInfoFromCall'
});
2. Onload catalog client script
To fetch the data from the script include and use it to populate on the variables of item
script:
function onLoad() {
var callSysID = getParmVal('sysparm_call_sysid'); //push the sysID of the call record
var ga = new GlideAjax('getInfoFromCall'); //call the script include
ga.addParam('sysparm_name','getDetails'); // call the function of include
ga.addParam('sysparm_callSysID', callSysID); //pass the fetched call sys_id in the include
ga.getXML(handleResponse);
function handleResponse(response){
var answer = response.responseXML.documentElement.getAttribute("answer"); //fetch the response from script include
var answers = answer.evalJSON(); //evaluate the response and decode it
g_form.setValue('short_description',answers[0]); //set the short description
g_form.setValue('u_description',answers[1]); //set the description
}
//function to fetch the data from the current url
function getParmVal(name){
var url = document.URL.parseQuery();
if(url[name]){
return decodeURI(url[name]);
}
else{
return;
}
}
}
3.Business Rule-
make changes in the BR 'CallTypeChanged to Request'
var reqFor = current.caller;
var shortDesc = current.short_description;
var desc = current.u_description_html;
var contactType = current.contact_type;
var location = current.caller.location;
var reqItem = current.request_item;
var sysid = current.sys_id;
var comments = "NEW_CALL_REF:" + current.sys_id + " " + current.description;
getCart();
//URL created to set the call_sysid field so,it can be retrieved in our catalog client scripts
var url = 'com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=' + reqItem
+ "&sysparm_requested_for=" + GlideStringUtil.urlEncode(reqFor)
+ "&sysparm_location=" + GlideStringUtil.urlEncode(location)
+ "&sysparm_special_instructions=" + GlideStringUtil.urlEncode(comments)
+ "&sysparm_stack=" + current.getLink()
+ "&sysparm_contact_type=" + contactType
+ '&sysparm_call_sysid=' + GlideStringUtil.urlEncode(sysid);
// var url = "com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=" + reqItem
// + "&sysparm_requested_for=" + GlideStringUtil.urlEncode(reqFor)
// + "&sysparm_location=" + GlideStringUtil.urlEncode(location)
// + "&sysparm_special_instructions=" + GlideStringUtil.urlEncode(comments)
// + "&sysparm_stack=" + current.getLink()
// + "&sysparm_contact_type=" + contactType
// + "&sysparm_short_description=" + GlideStringUtil.urlEncode(shortDesc)
// + "&sysparm_description=" + GlideStringUtil.urlEncode(desc);
action.setRedirectURL(url);
current.isNavigateToCatalog = true;
function getCart() {
var cart = new GlideRecord('sc_cart');
var userid = gs.getUserID();
cart.addQuery('user', userid);
cart.query();
if (cart.next()) {
// We already have a cart so override the requested for value and empty it
cart.requested_for = reqFor;
cart.contact_type = contactType;
cart.special_instructions = comments;
cart.delivery_address = getDeliveryAddress();
cart.update();
var cartItems = new GlideRecord('sc_cart_item');
cartItems.addQuery('cart', cart.sys_id);
cartItems.deleteMultiple();
} else {
cart.initialize();
cart.user = userid;
cart.requested_for = reqFor;
cart.contact_type = contactType;
cart.special_instructions = comments;
cart.delivery_address = getDeliveryAddress();
cart.insert();
}
return cart;
}
function getDeliveryAddress() {
var gr = new GlideRecord('cmn_location');
if (!gr.get(location))
return '';
var text = '';
if (!gr.street.nil())
text = gr.street + '\n';
if (!gr.city.nil() && !gr.state.nil() && !gr.zip.nil())
text += gr.city + ", " + gr.state + ", " + gr.zip;
return text;
}
***Hope this solution would work and no need to alter the property of setting the URL to TImyURL.
Regards,
Munender Singh
