When you want to display some information in a popup window, there is the easy way to do it - with confirm(), or there is the nice/pro way to do it - with GlideDialogWindow.
http://wiki.servicenow.com/index.php?title=Displaying_a_Custom_Dialog#gsc.tab=0
I always like to make things look pro, so I use GlideDialogWindow (or GlideModal).
I'm assuming that when the Agent is completing the New Call form that they will not have saved the form before they click Update Task.
So I think the easiest solution will be to have a checkbox on your New Call form, called u_update_task. Then use the GlideDialogWindow to set the value of this checkbox and Save the New Call. When the New Call form is saved, a Business Rule checks the value of the checkbox, and updates the existing record if needed.
Add this Update task checkbox to the form - then hide it with a UI Policy. It must be in the form layout so that it can be updated with a Client Script.
The UI Action calls the GlideDialogWindow like this:
Name: Update Task
Client: true
onClick: getTicketInfo()
Script:
function getTicketInfo() {
var number = g_form.getValue('u_reference_number').toUpperCase();
if (!number) {
alert('Please enter a Reference number');
return;
}
var dialogClass = window.GlideModal ? GlideModal : GlideDialogWindow;
var gm = new dialogClass('update_task');
gm.setTitle('Update Task');
gm.setWidth(600);
gm.setPreference('sysparm_number', number);
gm.render();
}
Create a UI Page:
Name: update_task
HTML:
<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<g:evaluate>
var number = String(RP.getParameterValue('sysparm_number'));
var table = number.indexOf('INC') == 0 ? 'incident' : 'sc_req_item';
var taskType = number.indexOf('INC') == 0 ? 'Incident' : 'Request';
var task = new GlideRecord(table);
task.addQuery('number', number);
task.query();
</g:evaluate>
<j:if test="${!task.hasNext()}">
<p>Ticket not found</p>
</j:if>
<j:if test="${task.next()}">
<p>Are you sure you want to update this ${taskType}?</p>
<table>
<tr>
<td><b>Number:</b></td>
<td>${task.number}</td>
</tr>
<tr>
<j:if test="${table == 'incident'}">
<td><b>Caller:</b></td>
<td>${task.caller_id.getDisplayValue()}</td>
</j:if>
<j:if test="${table == 'sc_req_item'}">
<td><b>Requested for:</b></td>
<td>${task.request.requested_for.getDisplayValue()}</td>
</j:if>
</tr>
<tr>
<td><b>Category:</b></td>
<td>${task.category.getDisplayValue()}</td>
</tr>
<tr>
<td><b>Priority:</b></td>
<td>${task.priority.getDisplayValue()}</td>
</tr>
<tr>
<td><b>Short description:</b>$[SP]</td>
<td>${task.short_description}</td>
</tr>
<tr>
<td colspan="2" style="padding-top:20px;">
<button class="btn btn-primary" onclick="updateTask()" style="width:80px;">Yes</button>
<button class="btn btn-default" onclick="closeWindow()" style="width:80px;margin-left:20px;">No</button>
</td>
</tr>
</table>
</j:if>
</j:jelly>
Client Script:
function updateTask() {
g_form.setValue('u_update_task', 'true');
g_form.save();
}
function closeWindow() {
g_form.setValue('u_update_task', 'false');
GlideDialogWindow.get().destroy();
}
Then create an before insert/update Business Rule on the New Call table:
Condition: current.u_update_task.changesTo(true)
Script:
Update existing task
Probably close the New Call
