How to copy incident Affected user to Catlog item Requested for?

[jugantanaya]

Hi,

I need to Create a Request from an Incident by using context menu(UI Action), but when I select any catalog Item Requested for is not getting auto populated(same as incident Affected User). I have written one BR but it seems not working.

BR: Copy Affected User to Requested For

Table: sc_request

When: Before

              Insert

              Update

Condition: Parent is not Empty

Script:

(function executeRule(current, previous /*null when async*/) {

// Check if RITM was created from an Incident

    if (current.parent && current.parent.sys_class_name == 'incident') {

        var inc = new GlideRecord('incident');

        if (inc.get(current.parent)) {

            // Copy Affected User to Requested for

            current.requested_for = inc.affected_user;

            // Optional: also copy to opened_for or variables if needed

            // current.opened_for = inc.affected_user;

            current.variables.affected_user = inc.affected_user;

        }

    }

})(current, previous);

Please help.

Thanks in advance.

Regards,

Juganta

[Ankur Bawiskar]

@jugantanaya 

so what are your findings with the BR?

is the field name correct? affected_user

I couldn't see that as OOTB field

if it's custom field then it must be starting with u_

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[pr8172510]

Hi @jugantanaya,

1. Wrong table – You're using sc_request, but the "Requested for" field actually lives on the RITM (sc_req_item). The request header doesn't have that field.

2. Parent field is tricky – When you use the "Create Request" UI action, current.parent isn't always populated yet. So your condition might be failing right there.

3. Variables won't work here – current.variables doesn't work in a Business Rule on sc_request. That's just not how it's designed.

4. Field name check – As others mentioned, affected_user isn't an OOTB field on incident. If you created it custom, it should be u_affected_user.

 

Option 1: Fix it in the UI Action 

Instead of a Business Rule, just set the value when you create the cart:

var cart = new Cart();
var item = cart.addItem('your_catalog_item_sys_id');

// Grab the affected user from the incident
cart.setRequestedFor(current.u_affected_user || current.caller_id);

var rc = cart.placeOrder();
action.setRedirectURL(rc);

This works every time because you're setting it before the RITM is even created.

Option 2: Move your Business Rule to the right table

If you really want a Business Rule, put it on sc_req_item instead:

(function executeRule(current, previous) {

    if (current.request && current.request.parent) {

        var inc = new GlideRecord('incident');
        if (inc.get(current.request.parent)) {

            current.requested_for = inc.u_affected_user; // or inc.caller_id
        }
    }

})(current, previous);