How to add a field value from one table into a filed on another table?

[Alex D Great]

Hi

I want to add the number field of a record (if it exists) into a field in another table. Is it best to run a business rule, or to specify this in the dictionary entry for the reference field? Then next questions is, how do I do this?

All help is highly appreciated 🙂

[AnubhavRitolia]

@Alex D Great 

Sorry but what is this 'Customer service request integration'??

[Alex D Great]

Customer service request integration is what is called in the ui action to create request from case; 

new ServiceManagementRequestUtils().createRequestUIAction(current,action);

This is the read-only script:

var ServiceManagementRequestUtils = Class.create();
ServiceManagementRequestUtils.prototype = {
initialize: function() {
},

copyFieldsFromCaseToRequest: function(requestGr, caseGr) {

var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.copyFieldsFromCaseToRequest(requestGr, caseGr);
}
},

copyDomainFromRequestToChildren: function(requestGr){
var caseRecord = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
caseRecord.get(requestGr.parent);
caseRecord.query();
//Check if parent is case. Check state of parent.
if(caseRecord.next() && !this.invalidCaseStates(caseRecord)){
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.copyDomainFromRequestToChildren(requestGr);
}
}
},

createCaseFromRequest: function(requestGr){
//Copy from request to case
var extPt = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);
//If there is any other new extension instance other than the OOB one, override with the latest one
var canUserCreateCase = false;
for(var j = 0; j < extPt.length; j ++){
var pt = extPt[j];
canUserCreateCase = pt.canUserCreateCase(requestGr);
}

if(canUserCreateCase){
//Create case
var caseGr = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
caseGr.initialize();
//Copy from request to case
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.copyFieldsFromRequestToCase(requestGr, caseGr);
}

//Set Intitiated as Requested field to true
caseGr.initiated_as_request = true;

var caseId = caseGr.insert();
if(!gs.nil(caseId))
requestGr.parent = caseId;

//Change Requested For to be the Case Contact if different
if(!gs.nil(caseGr.contact) && caseGr.contact != requestGr.requested_for)
requestGr.requested_for = caseGr.contact;
}
},

//Check for consumer role and set consumer
createConsumerCaseFromRequest: function(requestGr){
if(gs.hasRole(RequestManagementIntegrationConstants.CSM_CONSUMER_ROLE) && !gs.hasRole(RequestManagementIntegrationConstants.ADMIN_ROLE)){
//Create case
var caseGr = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
caseGr.initialize();
//Copy from request to case
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.copyFieldsFromRequestToConsumerCase(requestGr, caseGr);
}

//Set Intitiated as Requested field to true
caseGr.initiated_as_request = true;

var caseId = caseGr.insert();
if(!gs.nil(caseId))
requestGr.parent = caseId;
}
},

copyFieldsFromRequestItemToCase: function(requestGr){
var caseRecord = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
if(caseRecord.get(requestGr.parent) && !this.invalidCaseStates(caseRecord)){
//Get the request item
var requestItemGr = new GlideRecord(RequestManagementIntegrationConstants.REQUEST_ITEM_TABLE);
requestItemGr.addQuery("request",requestGr.sys_id);
requestItemGr.query();

//Assumption as of now is only one request item per request. If this changes, this logic needs to be changed.
if(requestItemGr.next()){
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
//Copy fields from request item to case. (Short description OOTB)
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.copyFieldsFromRequestItemToCase(requestItemGr, caseRecord);
}
caseRecord.update();
}
}
},

canUserAccessRequest: function(accessToRequestList) {
//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);
var requestRoles = [];
var point;
for(var i = 0; i < ep.length; i++){
point = ep[i];
if (!gs.nil(accessToRequestList) && accessToRequestList === true){
requestRoles = point.getRolesForRequestList(requestRoles);
} else {
requestRoles = point.getRolesForRequestIntegration(requestRoles);
}
}
var answer = false;
for(var j = 0; j < requestRoles.length; j++){
if(gs.hasRole(requestRoles[j])) {
answer = true;
break;
}
}
return answer;
},

updateCaseWithRequestAssociation: function(requestGr, caseGr) {
//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);
var point;
for(var i = 0; i < ep.length; i++){
point = ep[i];
point.updateCaseWithRequestAssociation(requestGr, caseGr);
}
},

createRequestFromCase: function(requestGr){
var caseRecord = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
if(caseRecord.get(requestGr.parent) && !this.invalidCaseStates(caseRecord)){
//Copy over fields from the parent to request
var caseGr = requestGr.parent;
this.copyFieldsFromCaseToRequest(requestGr, caseGr);

//Update work notes on case
this.updateCaseWithRequestAssociation(requestGr, caseRecord);
caseRecord.update();
}
},

createRequestUIAction: function(current,action){
//Update saves case before going to the catalog homepage
current.update();
var url;
var activeCatalogsCount = sn_sc.Catalog.getCatalogCount();
if (activeCatalogsCount === 1) {
url = "catalog_home.do?sysparm_view=catalog_default&sysparm_parent_table=" + current.sys_class_name + "&sysparm_parent_sys_id=" + current.sys_id;
}
else {
url = "catalogs_home.do?sysparm_view=catalogs_default&sysparm_parent_table=" + current.sys_class_name + "&sysparm_parent_sys_id=" + current.sys_id;
}

action.setRedirectURL(url);
},

canCreateRequest : function(caseGr) {
var isRequestAllowed = false;
if (this.canUserAccessRequest() && !this.invalidCaseStates(caseGr))
isRequestAllowed = true;

//For a child of a major case, hide the Create Request UI action
if (!gs.nil(caseGr.parent) && caseGr.parent.major_case_state == RequestManagementIntegrationConstants.MAJOR_CASE_ACCEPTED)
isRequestAllowed = false;

return isRequestAllowed;
},

updateCaseWorkNotesWithRequestFields: function(requestGr, field) {
var caseRecord = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
if(caseRecord.get(requestGr.parent) && !this.invalidCaseStates(caseRecord)){
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
point.updateCaseWorkNotesWithRequestFields(requestGr, caseRecord, field);
}
caseRecord.update();
}
},

invalidCaseStates: function(caseGr){
//If case is one of the following states, do not update work notes or show UI action.Also not show for order case.
if(caseGr.state == RequestManagementIntegrationConstants.CASE_STATE_CLOSED ||
caseGr.state == RequestManagementIntegrationConstants.CASE_STATE_RESOLVED ||
caseGr.state == RequestManagementIntegrationConstants.CASE_STATE_CANCELED ||
caseGr.major_case_state == RequestManagementIntegrationConstants.MAJOR_CASE_ACCEPTED){
return true;
}
return false;

},

updateCaseWithRITMUpdates: function(ritmGr) {
//BR already validates that ritm has request parent as not empty
var caseRecord = new GlideRecord(RequestManagementIntegrationConstants.CASE_TABLE);
if(caseRecord.get(ritmGr.request.parent) && !this.invalidCaseStates(caseRecord)){
//If there is any other new extension instance other than the OOB one, concat them together
//The extension instance with higher order number would overwrite the one with lower order number
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);
var point;
for(var i = 0; i < ep.length; i++){
point = ep[i];
point.updateCaseWithRITMUpdates(ritmGr, caseRecord);
}
caseRecord.update();
}
},

/**
* Gets the list of request(s) associated to a case
*/
getRequestsAssociatedToCase : function(caseSysId) {
var relatedRequests;
var requests = [];
var requestGr = new GlideRecord(RequestManagementIntegrationConstants.REQUEST_TABLE);
requestGr.addQuery(RequestManagementIntegrationConstants.REQUEST_PARENT_FIELD,caseSysId);
requestGr.query();
while (requestGr.next()) {
var reqItems = this._getRequestedItems(requestGr.sys_id);
if (reqItems.length > 0) {
var request = {};
request[RequestManagementIntegrationConstants.KEY_NUMBER] = requestGr.number+'';
request[RequestManagementIntegrationConstants.KEY_SYSID] = requestGr.sys_id+'';
request[RequestManagementIntegrationConstants.KEY_TABLE] = requestGr.getTableName()+'';
request[RequestManagementIntegrationConstants.KEY_REQUEST_STATE] = requestGr.request_state.getDisplayValue()+'';
request[RequestManagementIntegrationConstants.KEY_ITEMS] = reqItems;
requests.push(request);
}
}
if (!gs.nil(requests) && requests.length > 0) {
relatedRequests = {};
relatedRequests[RequestManagementIntegrationConstants.KEY_DISPLAY] = RequestManagementIntegrationConstants.RELATED_REQUEST;
relatedRequests[RequestManagementIntegrationConstants.KEY_REQUEST] = requests;
}
return relatedRequests;
},

_getRequestedItems : function(requestId) {
var reqItems = [];
var reqItemGr = new GlideRecord(RequestManagementIntegrationConstants.REQUEST_ITEM_TABLE);
reqItemGr.addQuery(RequestManagementIntegrationConstants.KEY_REQUEST,requestId);
reqItemGr.query();
while(reqItemGr.next() && reqItemGr.canRead()) {
var reqItem = {};
reqItem[RequestManagementIntegrationConstants.KEY_NUMBER] = reqItemGr.number+'';
reqItem[RequestManagementIntegrationConstants.KEY_SYSID] = reqItemGr.sys_id+'';
reqItem[RequestManagementIntegrationConstants.KEY_SHORT_DESC] = reqItemGr.short_description+'';
reqItem[RequestManagementIntegrationConstants.KEY_TABLE] = reqItemGr.getTableName()+'';
reqItem[RequestManagementIntegrationConstants.KEY_CAT_ITEM] = reqItemGr.cat_item.getDisplayValue()+'';
reqItems.push(reqItem);
}
return reqItems;
},

/*
* Function which gets the Encoded Query String which can be applied to the sc_cat_item Table to filter out the catalog Items
* Output: Encoded Query String
*
*/
getVariableSet_AssociateCondition : function(){
var result = false;
var ep = new GlideScriptedExtensionPoint().getExtensions(RequestManagementIntegrationConstants.REQUEST_EXTENSION_POINT);

//If there is any other new extension instance other than the OOB one The extension instance with higher order number would overwrite the one with lower order number
var point;
for(var i = 0; i < ep.length; i ++){
point = ep[i];
result = point.getVariableSet_AssociateCondition();
}
return result;
},

/*
* Function which handles bulk association of associating Catalog Item to CSM VS to the Catalog Item
* This function reads the extension point and gets the Encoded Query condition to filter out the Catalog Items
* It then iterates through the Catalog Item and add in the CSM Variable Set
*/
addCSMVariableSet : function(){
var encodedQuery = this.getVariableSet_AssociateCondition();
var result = [];
var catItemGr = new GlideRecord(RequestManagementIntegrationConstants.SC_CATALOG_ITEM);
catItemGr.addActiveQuery();
catItemGr.addEncodedQuery(encodedQuery);
catItemGr.query();

while(catItemGr.next()){
var details = {};
var ioRecord = this.associateCSMVariableSet(catItemGr);
if(!gs.nil(ioRecord)){
var catMsg = " Catalog Item ID: " + catItemGr.sys_id + " Variable Set Record: " + ioRecord;
details.message = gs.getMessage("{0}",catMsg);
}
else{
details.errorMessage = gs.getMessage("Unable to add for {0} for Catalog item with Id {1}",RequestManagementIntegrationConstants.CSM_VARIABLE_SET_INTERNAL_NAME,catItemGr.sys_id);
}
result.push(details);
}
return result;
},

/*
* Function which associates CSM Variable Set to the Catalog Item
*/
associateCSMVariableSet : function(catalogGr){
var result;
var variableSetId = this._getCSMVariableSet();
if(!gs.nil(variableSetId) && !gs.nil(variableSetId.id)){
result = new global.RequestManagementUtils().upsertCSMVariableSet(variableSetId.id,catalogGr.sys_id,variableSetId.order);
}
return result;
},

/*
* Function which gets the CSM Variable Set ID and Order
*/
_getCSMVariableSet: function(){
var variableGr = new GlideRecord(RequestManagementIntegrationConstants.VARIABLE_SET_TABLE);
variableGr.addQuery("internal_name",RequestManagementIntegrationConstants.CSM_VARIABLE_SET_INTERNAL_NAME);
variableGr.query();
if(variableGr.next()){
return {"id":variableGr.sys_id,"order":variableGr.order};
}
},

type: 'ServiceManagementRequestUtils'
};

[Alex D Great]

Not sure why my reply doesnt get posted.. Anyway this is the scripted ui action: 

ServiceManagementRequestUtils().createRequestUIAction(current,action);

It is read only and I cannot edit, nor can I fix in the scripted extension points

[Naga Ravindra R]

Hi, I was wondering, why don't you use OOB Request tab in related lists... 

What if there are multiple requests for one cunstomer service case?

Think and implement.

[Alex D Great]

Hi @Naga Ravindra R 

I limit one req per case, whereas the req may have many items.. I do use the related list field, but have other customization that use the related records reference fields.

I just find it strange that I can not add the req number into my related field, and it is really the last part of my puzzle 😕