moving call into request

[MichaelRauch]

I am trying to get the information from a call into the request form is you select call type request.

right now if you make the call type incident it will transfer it to incident with caller, description, and short description. but when you move to a request it does none of that.

For example one of our requests asks for requested for, short description, and description. What we want to happen is when the call is changed to call type request it pops up the request form and populates the data. right now it pops up the request for but no data is entered.

The the help desk has to remember the users name/info and anything they put in short or long description.

I have looked allllll over and have not found any suggestions.

the things i have done is worked in two of the business rules for the call table that work off of if the call type is changed. But i have not had any luck

[MichaelRauch]

We are running into issues. It looks like if the description in the call record is too long then it will not send any information over to the request... Have you seen this before?

[Michael Fry1]

I have not seen this issue. Would have to test if issue is on new_call side, or into cat item side. Have you noticed how long until it won't send?

[MichaelRauch]

Thank you very much. i will continue testing. Right now it will only work with 321 characters or less in description. Could it have to do with the URL that im passing. We have other variables like Caller, User Not Found checkbox, first name, last name, phone number, email, short description and description.

this is the url

var url = 'com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=' + reqItem + '&sysparm_user=' + reqFor + '&sysparm_location=' + location + '&sysparm_comments=' + comments + '&sysparm_short_description=' + current.short_description + '&sysparm_description=' + current.description + '&sysparm_email=' + current.u_from_email_address + '&sysparm_not_found=' + current.u_caller_not_found + '&sysparm_first_name=' + current.u_first_name + '&sysparm_last_name=' + current.u_last_name + '&sysparm_phone=' + current.u_phone_number;

Looking at it this seems long. I will remove some things we could do without and see how it goes.

Thanks again for all the help.

[MichaelRauch]

Changed the url from -

var url = 'com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=' + reqItem + '&sysparm_user=' + reqFor + '&sysparm_location=' + location + '&sysparm_comments=' + comments + '&sysparm_short_description=' + current.short_description + '&sysparm_description=' + current.description + '&sysparm_email=' + current.u_from_email_address + '&sysparm_not_found=' + current.u_caller_not_found + '&sysparm_first_name=' + current.u_first_name + '&sysparm_last_name=' + current.u_last_name + '&sysparm_phone=' + current.u_phone_number;

To -

var url = 'com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=' + reqItem + '&sysparm_description=' + current.description;

And now it will push up to 911 characters...

[MichaelRauch]

I used this code to resolve my issue.

In the business rule

gs.getSession().putClientData('call_description', current.description);

In the client script

g_form.setValue('description', g_user.getClientData('call_description'));

Removed the description from my url and kept the rest.