How to display custom variables in case details through workflow script

Community Alums
Not applicable

Hi Team,
I have created one child RITM ticket using workflow (Run script) for creation of variables to display in case details section, I have used below script

var sysId = req.insert();     // child RITM sys id
var rec = new GlideRecord('question_answer');
    rec.initialize();
    rec.table_name = 'sc_req_item';
    rec.table_sys_id = sysId;
    rec.value ='Monitering service' ;
    rec.setDisplayValue('question', 'TouchPoint Name');   //
    rec.order = 100;
    rec.insert();

And this is not working what I am expecting

Note: Variables which need to display in case detail those are not present in form

Swapna9_0-1708603313703.png



Could you please let me know the solution, please share any script which will work for this scenario.

Thank you in Advance




1 ACCEPTED SOLUTION

is this working form background scripts?

 

Can you try the below to see if this works

var cartId = GlideGuid.generate(null);
var cart = new Cart(cartId);
 //add your requested item to the cart by sys_id of the catalog item
var item = cart.addItem('4054428fdb151f0097679ec6db9619c0', 1);

//fill in the variables on the request item form
cart.setVariable(item,"u_requested_for", "e80edd6edbec6bc097275e25ca9619a4"); 
cart.setVariable(item,"contact_number", "0");
cart.setVariable(item,"assignment_group", "87ec1c342b2e71406c487fb5a8da1524"); 
cart.setVariable(item,"application_service", "cdedfbcedb0f9744c291c170ba9619a7");
cart.setVariable(item,"short_description", email.subject);
cart.setVariable(item,"description", email.body_text);
var rc = cart.placeOrder();
-Anurag

View solution in original post

11 REPLIES 11

is this working form background scripts?

 

Can you try the below to see if this works

var cartId = GlideGuid.generate(null);
var cart = new Cart(cartId);
 //add your requested item to the cart by sys_id of the catalog item
var item = cart.addItem('4054428fdb151f0097679ec6db9619c0', 1);

//fill in the variables on the request item form
cart.setVariable(item,"u_requested_for", "e80edd6edbec6bc097275e25ca9619a4"); 
cart.setVariable(item,"contact_number", "0");
cart.setVariable(item,"assignment_group", "87ec1c342b2e71406c487fb5a8da1524"); 
cart.setVariable(item,"application_service", "cdedfbcedb0f9744c291c170ba9619a7");
cart.setVariable(item,"short_description", email.subject);
cart.setVariable(item,"description", email.body_text);
var rc = cart.placeOrder();
-Anurag

Community Alums
Not applicable

@Anurag Tripathi 
Wow it's worked, but please let me know how to set RITM field values through this cart
Example : service offering, Business service details

Once the ritm is created you cna get back to update those values.

rc should have the ritm sysid

-Anurag

Community Alums
Not applicable

No, client is expecting to map those fields before
please let me know how can we achieve this ?

Swapna9_1-1708615485095.png

The above field is not mapping, even I used current.variables.cmdb_ci.getDisplayValue() 

This is like submitting the cart , but via script, so on a catalog item you only have variables  that you can select , so that is pretty much the same you can do with script.

If You can identify based on something condition when you submit it via script then you can create a before insert BR and populate the  fields using that.

-Anurag