How to display custom variables in case details through workflow script

Community Alums · ‎02-22-2024

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

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

Thank you in Advance

Anurag Tripathi · ‎02-22-2024

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

Nishi4 · ‎02-22-2024

In this the question field is another reference field.

First you have to insert the question details in question table ("item_option_new") and map that sys_id to this field question in question_answer table

Community Alums · ‎02-22-2024

Hi @Nishi4

Even I have created new Field and mapping that filed in that table but it's not working as expected