Parent Link on Service Catalog Task [sc_task]

ericgilmore · ‎04-22-2019

Build: London

I have service catalog tasks [sc_task]. Which are children of my request items [sc_req_item]. Which themselves are children of requests [sc_req]. In the OOTB instance, an SCTASK has a reference field, which allows for lookups and it has a preview button which allows previews and the ability to open the parent RITM. Great.

Well, I have users that don't want to use the preview button to preview or open the associated parent RITM, they just want a link. I thought this would be a simple matter of configuring the Form Layout or Related Lists and adding a link on the [sc_task] form, but it seems I'm mistaken.

Do I actually have to go through the process of creating an explicit one to many relationship between [sc_task] & [sc_req_item] or am I really not understanding how to use Form Layout or Related Lists?

Brian Lancaster · ‎04-22-2019

If it is a particular user unless they are the president of the company I defiantly would not do it and I would hope that your management will back you up on that. However the only way I could think to do this was with the following.

1. Create a new filed of type URL. I called mine RITM URL.
2. I used a UI Policy to make it read only and an ACL of type list edit to make it so someone cannot add it to their list layout and edit it.
3. I created a Business rule on the sc_task table that is after insert no conditions since we want it on all task. The below code creates the URL for you.

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

	// Add your code here
	var url = gs.getProperty('glide.servlet.uri') + "sc_req_item.do?sys_id=" + current.getValue('request_item') + "&sysparm_view=";
	current.u_ritm_url = url;
	current.update();

})(current, previous);

View solution in original post

Daniel Billing · ‎04-22-2019

A link to the RITM or REQ?

in same window or a new tab?

ericgilmore · ‎04-22-2019

The parent RITM

Brian Lancaster · ‎04-22-2019

My question is this really a requirement that needs to be implemented? Are there really that many people not wanting to use what is available OOB? When I get requirements like this I always ask them questions.

1. Why do you need this when it can be done this way?

2. What are the business requirements for this that are not fulfilled by the OOB functionality?

To me personally there is no good reason to put a URL just so they have a direct link when they can just use the preview and click or ctrl + click on the open record button. Next thing you know they will be asking that for any of the fields that are reference so they can just click on a link that directs them to the requested_for record.

You may want to take a look at this blog by Chuck Tomasi (Ask Why)

ericgilmore · ‎04-22-2019

Brian,

You're absolutely right and I absolutely did ask why and pointed out exactly what you mentioned. It turns out, 2 clicks is too many for this particular user. 🙄

Thank you for the article. Still, what am I missing on this? Shouldn't this be simple?