Populate cmdb_ci field on incident form

[Dan Brown2]

Hello,

I have a onChange client script for populating the cmdb_ci field when the caller is manually selected - http://wiki.servicenow.com/index.php?title=Find_Computer_Assigned_to_Caller_and_Populate_CI_Field#gs...

But when a incident is raised by email or self service, then obviously this is not populated.   Are there any best practice Business Rules or other ways that the cmdb_ci can be populated in these circumstances?

Cheers,

Dan

[Ankur Bawiskar · Accepted solution]

Hi Dan,

Have a business rule before insert and determine the caller and based on that fetch value of cmdb_ci. Condition for the business rule should be contact type is email or self service because for this condition you want to execute it

i.e.

Business rule script

var caller = current.caller_id;

var gr = new GlideRecord('cmdb_ci_computer'); //Table your computers reside in

gr.addQuery('assigned_to', caller );

gr.query();

if(gr.next()){

current.cmdb_ci = gr.sys_id;

}

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

[Vladimir Kobeti]

Hi Dan,

I guess a simple Business Rule "Before" "Update" should do the trick for you. A short untested snippet following the example:

var gr = new GlideRecord('cmdb_ci_computer');

    gr.addQuery('assigned_to', current.caller_id);

    gr.query();

    if(gr.next()){

    current.setValue('cmdb_ci', gr.sys_id);

    }

[ananthagowraram]

Hi Dan,

Client Scripts will be working for the form level.You have a before business rule to populate cmdb when assigned to is changing/inserting.

Regards

Anantha Gowraram

[Ankur Bawiskar]

Hi Dan,

Hope you got the context with my script and it will help you in taking your approach. Thanks for marking the answer as correct. Could you also mark it helpful and hit like. Thanks in advance.

Regards

Ankur