How to configure creating Request from Incident and Incident from Request

[Tom L Logan]

"Create Request" button on Incident table redirects to Service Catalog home page. We would like to configure this to trigger the current incident to canceled state and create a request ticket with details provided in the Incident form. Would also like same behavior when using "Create incident" from Request. Will appreciate any assistance you are able to provide to set this up.

I read a few post on community about this but none of them are clear to me.  I also know this will require scripting which I am not very good at so I am hoping for a very simplified solution if possible.  Thanks you.

[Tom L Logan]

Can someone please assist with why Workflow does not execute correctly when I create Request from Incident?  This is the only major problem I am facing right now using the above scrip.  Workflow stalls on the Approval Requested.  Stage shows the following;

[Michael Fry1]

Create Request on Incident, you can add one line to UI Action to cancel Incident:

"and create a request ticket with details provided in the Incident form" what details and where do you want to store them? The caller is set in the Requested for field, so to get the other details, the Parent field on the Request is populated with the Incident ticket. You can write a business rule to pull the data over form the Parent (incident) into the fields you want on Request.

[Tom L Logan]

Instead of being redirected to the Catalog homepage, I want a form view to launch with details like the Requested for and Requested by and short description prepopulated.  I can manually enter whatever else may be missing.

[Tom L Logan]

The OOTB UI Action script for "Create Request" is outlined below, how do I modify the script to first close the Incident and include closure notes and closure code before launching the Service Catalog home page?  Thank you.

//Update saves incidents before going to the catalog homepage
current.update();
gs.addInfoMessage('You will need to navigate back to incident ' + current.number + ' upon request completion');

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

action.setRedirectURL(url);

[Michael Fry1 · Accepted solution]

You can use current to set your field values before the current.update(); line

so current.incident_state =. x;

current.close_code = x;

current.close_notes = x;

then current.update(); <- this line saves the current record before showing the catalog.