How do I print details from a RITM or SCTASK?

trishlipe · ‎02-27-2018

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?

Jag5 · ‎02-27-2018

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>


<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

Uncle Rob · ‎02-03-2019

Jag,

This solution is awesome. Any idea how we could modify it so that it can process London's new Multi-Row Variable Set?

Here's the sample RITM:

and here's what the existing solution does:

Summer · ‎07-01-2021

hi jag. When I transfered it to a specific scope and not in global. When I click the print button, It showing an error:

"The page you are looking for could not be found." ..

holly-t · ‎07-03-2018

I have tried to use this and I am having issues. I can test the script include as a background script and I can see it getting for correct data. The UI action seems to work fine and the print page seems to work ok, where i am having a disconnect is the data is showing "null" on the print page. I know the script is getting the data due to checking it with the back ground script.

Any help with the UI page would be great.

Jag5 · ‎07-03-2018

Hi Holly,

The code seems to work fine from my end with no issues. Could you please post your code here. I can verify it.

Best,

Jag.

Jag5 · ‎07-03-2018

Hi Holly,

Please download this update set and see if it works without making any changes. You should see something like below.

Best,

Jag.

Please mark CORRECT/HELPFUL as needed.