How to populate "sys_template" fields to incident fields in inbound action

sinu2 · ‎04-02-2019

HI all,

I have a requirement that "sys_template" fields values needs to populate on "incident" inbound email action

Please find the below script for that but it is not working..This script i have written in my inbound action (this inbound placed in incident table)

u_template is a reference field in incident table

var template_id = '4e0f98cddbbbab0022f5d404ca9619e9';
var systemp = new GlideRecord('sys_template');
systemp.addQuery('sys_id',template_id);
systemp.query();
gs.addInfoMessage("number of templates:"+systemp.getRowCount());
if(systemp.next()){
var IncRec = new GlideRecord('incident');
IncRec.addQuery('u_template.sys_id',template_id );
IncRec.query();
gs.addInfoMessage("temp sys_id is:"+IncRec);
gs.addInfoMessage("number of templates:"+IncRec.getRowCount());

if(IncRec.next()){
IncRec.state = systemp.state;
gs.addInfoMessage("checking template state:"+IncRec.state);
IncRec.short_description = systemp.short_description;
gs.addInfoMessage("checking template short description:"+IncRec.short_description);

var id = IncRec.insert();
}

}

asifnoor · ‎04-04-2019

Hi Srisk,

Actually, you can use a OOB Function ApplyTemplate to apply it to your incident. Here is how you can do this.

var template_name = 'Your Template Name'; // in place of sys_id mention your template name.

var IncRec = new GlideRecord('incident');
IncRec.applyTemplate(template_name); 
IncRec.update();

Mark the comment as a correct answer and also helpful once worked.

View solution in original post

asifnoor · ‎04-02-2019

Try like this and if it does not work, let me know till where does yoru log statement returned. I changed addInfo to logs. Kindly check in system logs.

var template_id = '4e0f98cddbbbab0022f5d404ca9619e9';
var systemp = new GlideRecord('sys_template');
systemp.addQuery('sys_id',template_id);
systemp.query();
gs.log("number of templates:"+systemp.getRowCount());
if(systemp.next()){
var IncRec = new GlideRecord('incident');
IncRec.addQuery('u_template',template_id );
IncRec.query();
gs.log("temp sys_id is:"+IncRec);
gs.log("number of templates:"+IncRec.getRowCount());

if(IncRec.next()){
IncRec.state = systemp.state;
gs.log("checking template state:"+IncRec.state);
IncRec.short_description = systemp.short_description;
gs.log("checking template short description:"+IncRec.short_description);

var id = IncRec.insert();
}

}

Mark the comment as a correct answer and also helpful once worked.

sinu2 · ‎04-03-2019

Hi Asifnoor,

I have tried it is not working . Actually up to first log only the script is executing properly.

Actually please find the below snapshot

I need to insert the above field values in my incident creating through my Inbound action.

asifnoor · ‎04-03-2019

So what is the output of this line

gs.log("number of templates:"+systemp.getRowCount());

If its 1 or more, then you shodul get these 2 logs as well. kindly check

gs.log("temp sys_id is:"+IncRec);
gs.log("number of templates:"+IncRec.getRowCount());

If you get 0, then it means the template_id could be wrong. check that once.

4e0f98cddbbbab0022f5d404ca9619e9

Also, why are you using this line IncRec.addQuery?

IncRec.addQuery('u_template',template_id );
IncRec.query();
gs.log("temp sys_id is:"+IncRec);
gs.log("number of templates:"+IncRec.getRowCount());

if(IncRec.next()){

If it does not exist, then don't you want to create a incident record with the values?

Kindly provide responses to each of the points to assist you further.

Mark the comment as helpful if it is helping to debug.

sinu2 · ‎04-04-2019

HI asif,

gs.log("number of templates:"+systemp.getRowCount());

The number of rows is comming "1" not 0.

For 2nd point why i am addquery means i need to set values to incodent from that sys_template.? Am i doing correct? or any other suggestion?

IncRec.addQuery('u_template',template_id );
IncRec.query();
gs.log("temp sys_id is:"+IncRec);
gs.log("number of templates:"+IncRec.getRowCount());

if(IncRec.next()){