How do I print details from a RITM or SCTASK?

trishlipe
Giga Expert

We need a way to print the ticket Details to get sign off from end users.

When I export to a PDF document the details are not listed (See screenshot below). When I try to right click --> print, the format is not usable. How do I get this information to print on the PDF download?

find_real_file.png

1 ACCEPTED SOLUTION

Jag5
Tera Guru

Hi Trishlipe,

You can print the variables from RITM by creating a UI page, Script Include, and UI action.

Script Include: fetchVariables1, client callable = true

var fetchVariables1 = Class.create();

fetchVariables1.prototype = Object.extendsObject(AbstractAjaxProcessor, {
itemVariables: function() {
var itemID = this.getParameter('sysparm_item');
var displayValue = '';
var desc = '';
desc += '<table style="width:100%" cellpadding="0" border="1">';
desc += '<tr>';
desc += '</tr>';
var newLineHTML = '';
var variables ='variables.';
var grItem = new GlideRecord('sc_req_item');
grItem.get(itemID);
var gr = new GlideRecord('sc_item_option_mtom');
gr.addQuery('request_item',itemID);
gr.orderBy('sc_item_option.order');
gr.query();
var i = 0;
while(gr.next()) {
variables ='variables.';
/* Put all variable values and labels from the variable pool into an array */
/* Only include non-empty variables, and exclude Label and Container variables */
//gr.sc_item_option.value.getDisplayValue() != '' gr.sc_item_option.value.getDisplayValue() != 'false'
if ( gr.sc_item_option.value.getDisplayValue() != 'false' && gr.sc_item_option.item_option_new.active == true && gr.sc_item_option.item_option_new.type != 11 && gr.sc_item_option.item_option_new.type != 19 && gr.sc_item_option.item_option_new.type != 20 && gr.sc_item_option.item_option_new.type != 14 ) {
//desc += j+") "+ v.getGlideObject().getQuestion().getLabel() + ': ' + v.getDisplayValue() + '<br>' ;
if(gr.sc_item_option.item_option_new.question_text == 'Current Annual Base' && i%2==1){
i++;
}
if(gr.sc_item_option.item_option_new.question_text == 'Current Supervisor' ){
//i++;
}
if(i%2==0) {
desc += '<tr>';
}
variables += gr.sc_item_option.item_option_new.name;
displayValue = grItem.getDisplayValue(variables);
if(displayValue==null || displayValue == undefined) {
displayValue = '';
}
if(gr.sc_item_option.item_option_new.question_text == 'Comments') {
newLineHTML += '<table style="width:100%" cellpadding="0" border="1">';
newLineHTML += '<tr><td style="text-align:left;padding:4px;width:20%;background: #80808040;"><span style="text-align:left;font-weight:900;padding:2px" >' + gr.sc_item_option.item_option_new.question_text + '</td><td style="width:80%;padding:4px;"></span><span style="text-align:left;white-space: pre-wrap;"> ' + gr.sc_item_option.value + ' </span></td></tr></table>';
}
else {
desc += '<td style="text-align:left;padding:4px;width:20%;background: #80808040;"><span style="text-align:left;font-weight:900;padding:2px" >' + gr.sc_item_option.item_option_new.question_text + '</td><td style="width:30%"></span><span style="text-align:left;white-space: pre-wrap;"> ' + displayValue + ' </span></td>';
}
if(i%2 == 1) {
desc += '</tr>';
}
i++;
}
}
desc += '</table>';
desc += newLineHTML;
},
type: 'fetchVariables1'
});

UI PAge: item_variables

HTML: 

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<link href="kb_styles.cssx" type="text/css" rel="stylesheet" />
<div id ="html_content" style="display: none;">
$[sysparm_item]
</div>
<div id='printClass'>
<div id="commentsdiv" style="display: block;">
<h4 style="font-weight: bold;">Status Change Form for: $[sysparm_number]</h4>
<!--<table>
<span><label for="comments">$[sysparm_item]</label></span>
</table> -->


<div id="variable_data"></div>
</div>
</div>
<input type='button' id='btn' value='Print' onclick='printPage();'></input>
</j:jelly>

Client Script: 

var ga = new GlideAjax('fetchVariables1') ;
ga.addParam('sysparm_name','itemVariables');
ga.addParam('sysparm_item',document.getElementById('html_content').innerHTML);
ga.getXMLWait();
var val = ga.getAnswer();
//alert(val);
document.getElementById('variable_data').innerHTML = val;

function printPage()
{

var divToPrint=document.getElementById('printClass');

var newWin=window.open('','Print-Window');

newWin.document.open();

newWin.document.write('<html><body onload="window.print()">'+divToPrint.innerHTML+'</body></html>');

newWin.document.close();

setTimeout(function(){newWin.close();},10);

}

UI Action: Print Form, Table: Requested Item Onclick: printVariables()

function printVariables(){ //Client Side function

var sysid = g_form.getUniqueValue();

var gdw = new GlideModal('item_variables');
gdw.setTitle('Variables');
gdw.setWidth(1200);
gdw.setPreference('sysparm_number', g_form.getValue('number'));
gdw.setPreference('sysparm_item', g_form.getUniqueValue());
gdw.render();
}

 

Thanks,

Jag. 

 

Please mark CORRECT/HELPFUL as needed. 

 

 

 

View solution in original post

32 REPLIES 32

Jag,

I checked the UI Action and there was a condition where "catalog item = sys_id" and I cleared that condition. I resubmitted a new request and still the button has no response. Here's UI action:

find_real_file.png

Hi,

 

Could you please provide a screenshot of what do you see after you hit Print Form button on RITM record?

find_real_file.png

 

Thanks,

Jag.

Jag,

I wasn't aware of the "Print Form" button at the top of the RITM record - I have clicked that button and get a popup showing the following:

find_real_file.png

After clicking "Print" on that popup, it takes me to a blank print preview page:

find_real_file.png

Hi,

Are you using this in Service Portal or native UI? Also can you check if you see any errors in DOM console once you hit the print button?

Thanks,

Jag.

Hi Chase,

we're getting same as above after clicking on print form button.

Have you fixed the issue, Could you please help us to fix the issue.

Thanks.