Passing variables from interatcion record to catalog item in Agent Workspace

mslocum · ‎09-23-2019

We recently started using the ITSM Agent workspace and would like to pass the opened for variable on the interaction record to a a variable thats apart of a variable set on our catalog items. How can I pass a variable from the interaction record to a catalog item when an agent presses the create request button on the interaction record?

mslocum · ‎02-14-2020

We used a default variable set for requestor information on all of our catalog items so we ended up doing a few things to make this work. Ill post the code below:

Script Include:

Client Callable:True

Accessible from: All application scopes

Name: RequestLinkSessionManager

var RequestLinkSessionManager = Class.create();
RequestLinkSessionManager.prototype = Object.extendsObject(AbstractAjaxProcessor, {
	
	setComponentSessionValueMapJSON: function(session_data) {
		session_data = session_data || this.getParameter("workspace_request_session_data");

		// Set the session data
		gs.getSession().putClientData('workspace_request_session_data', session_data);

		return session_data;
	},

	getComponentSessionValueMapJSON: function() {
		var session_data = gs.getSession().getClientData("workspace_request_session_data");
		var parsed_session_data = global.JSON.parse(session_data);

		var tableName = parsed_session_data.sysparm_parent_table;
		var sysId = parsed_session_data.sysparm_parent_sys_id;
		var tableRequestedForFieldName = "requested_for";
		var response = {};

		var grMapping = new GlideRecord('request_parent_mapping');
		grMapping.addQuery("parent_table", tableName);
		grMapping.query();
		
		if(grMapping.next()){
			tableRequestedForFieldName = grMapping.getValue("requested_for_field");
		}

		var grCurrent = new GlideRecord(tableName);
		if(grCurrent.get(sysId)){
			response.requested_for = grCurrent.getValue(tableRequestedForFieldName);
		}

		// No longer needed, purge.
		gs.getSession().putClientData("workspace_request_session_data", "");

		var responseJSON = JSON.stringify(response);
		return responseJSON;
	},
	type: 'RequestLinkSessionManager'
});

Create Request UI Action Workspace Script:

function onClick() {
                var params = {};
                                params.sysparm_parent_table = "interaction";
                                params.sysparm_parent_sys_id = g_form.getUniqueValue();
 
                var paramsJSON = JSON.stringify(params);
                var request = new GlideAjax('RequestLinkSessionManager');
                request.addParam('sysparm_name', 'setComponentSessionValueMapJSON');
                request.addParam('workspace_request_session_data', paramsJSON);
                request.getXMLAnswer(function(answer){
                                onSubmitAfterSessionPut(params);
                });
}
 
function onSubmitAfterSessionPut(params) {
                var result = g_form.submit('sysverb_ws_save');
                if (!result) { // failed form submission
                                return;
                }
                result.then(function() {
                                // var params = {};
                                // params.sysparm_parent_table = "interaction";
                                // params.sysparm_parent_sys_id = g_form.getUniqueValue();
                                g_service_catalog.openCatalogItem('sc_cat_item', '-1', params);
                });
}

Catalog Client Script: This went on our variable sets for our requestor information

UI Type: Mobile/Service Portal

Type: onLoad

Applies on a Catalog Item View: True

function onLoad() {
	
	try{
		// Get the session data
		// var component_link_json = g_user.getClientData('lds_itp_request_link');
		var ga = new GlideAjax("RequestLinkSessionManager");
		ga.addParam("sysparm_name","getComponentSessionValueMapJSON");
		ga.getXMLAnswer(parseAjaxResponse);
	} catch(e){
		//                            console.log("There was an error parsing the request link data: " + e);
	}

	// GlideAjax response handler
	function parseAjaxResponse(answer) {
		//                            console.log("Parsing request link details: " + answer);
		// Get the response and parse it into an object
		var request_vars = JSON.parse(answer + "");
		// Go through the object and set the form fields to the values
		for(var i in request_vars){
			g_form.setValue(i, request_vars[i]);
		}
	}
}

View solution in original post

satyendrakgupta · ‎04-27-2022

I recently has a similar problem to solve. This is how I did it-

Agent Workspace - Open a New Incident/Request on Submit (Click of a button) of an Interaction