Create Request from an Incident passing variables

[juliana3]

I need to convert INC to RITM and RITM to INC, but what I want is to lead the analyst to the catalog page so he can choose the new category and then have all the form filled with data from incident.

I tried doing something like this:

var url = "catalog_home.do?sysparm_view=catalog_default&sysparam_caller_id=";

Service catalog client:

var requester = getParmVal('sysparm_caller_id');

if (requester){

g_form.setValue('caller_id',requester);

But it didn't work, it seems like the parameter is lost after you navigate through service catalog.

[oharel]

Hi Juliana,

This is what I am using:

To recategorize incident to request, try:

var url = "catalog_home.do?sysparm_view=catalog_default&sysparm_processing_hint=setfield:request.parent="

url += current.sys_id;

action.setRedirectURL(url);

To recategorize request to incident, try:

var incident = new GlideRecord("incident");

incident.initialize();

incident.u_recategorized = current.sys_id; //if you have a recategorized reference field on the incident table

incident.caller_id = current.request.requested_for; //so the request's caller is the same as the incident

incident.short_description = current.short_description;

incident.description = "Recategorized from " + current.number;

incident.impact = 3; //change to your own values

incident.urgency = 3;//change to your own values

incident.description = current.variables.description;// + '\n' + "Recategorized from " + current.number + '\n' + current.cat_item.name ;

incident.insert();

return incident;

}

}

harel

[juliana3]

Harel,

The problem with this, when clicking in the url to catalog from the incident action "Create Request" all the variables come out blank so the analyst has to fill everything again, and this will be a problem…

Obrigada,

Juliana Mendo

De: oharel

Enviada em: segunda-feira, 30 de outubro de 2017 16:18

Para: Juliana Mendo <jmraimundo@stefanini.com>

Assunto: Re: - Create Request from an Incident passing variables

<https://community.servicenow.com/?et=watches.email.thread>

Create Request from an Incident passing variables

reply from harel ben-sheffer<https://community.servicenow.com/people/oharel?et=watches.email.thread> in IT Service Management - View the full discussion<https://community.servicenow.com/message/1276666?et=watches.email.thread#1276666>

[oharel]

Hi Juliana,

In my case, the operator has to choose the correct item in order to recategorize. Each of the items has different variables, so I am not sure how you can take incident fields and fill-in the variables, unless you have only one item you recategorize to.

However, I noticed I missed a part of the process when I replied. I also have a BR:

Table: Requested item [sc_req_item]

Name:   Data from recategorisatio

When: before insert

Condition: !current.request.parent.nil()

Script:

current.u_recategorized_from = current.request.parent.number;

current.comments = current.variables.description + "\n" + "Task short description: " + current.request.parent.short_description + "\n Task description: " + current.request.parent.description;

current.variables.description = current.variables.description + "\nTask short description: " + current.request.parent.short_description + "\nTask description: " + current.request.parent.description;

current.variables.requested_for = current.request.parent.caller_id; //

Note the last line - this is a variable I have. You can fill out your variables by using current.variables.<VARIABLE_NAME> = current.request.parent.<FIELD_NAME>

De nada,

harel

[Brad Tilton]

You'd have to redirect them directly to a catalog item to keep the parameter in the url, rather than the catalog home page. That being said, I think the new call plugin does something similar when you create a request from a call, but I can't remember exactly how it does it.