UI Action to Open a related case

[Michael Nash]

Hey Community,

I have a requirement to create a UI Action to Open a related case.

1. Create a UI Action on the incident form and workspace that directs the user back to the related case

2. The UI action should be named 'Contact Customer'

3. Return error 'There is no related case' if no related case exists.

I need some assistance with the script please.

[Ankur Bawiskar]

Hi,

so on click of UI action it should redirect to case

You can use GlideAjax to check if there is any case for this incident and based on that redirect or show error message

Regards
Ankur

[Ankur Bawiskar]

Hi,

like this

I assume you are comfortable in scripting

Script section:

var url = ''; // form the url

g_navigation.open(url,'_blank');

Workspace client script section:

var url = ''; // form the url

open(url);

for redirection use this

Regards
Ankur

[Michael Nash]

Hi Ankur,

Not comfortable with scripting, still learning 🙂

Must I use the code as you have done it in the screenshot?

could you assist me with both scripts?

[Ankur Bawiskar · Accepted solution]

Hi,

Something like this

I hope this will benefit you and you can mark my response as correct and helpful to close the thread since I provided the script.

You can do further debugging if there are some challenges

Script Include: It should be client callable

var checkRecords = Class.create();
checkRecords.prototype = Object.extendsObject(AbstractAjaxProcessor, {

	checkRecordPresent: function(){

		var sysId = this.getParameter('sysparm_sysId');
		var gr = new GlideRecord('sn_customerservice_case');
		gr.addEncodedQuery('incident=' + sysId);
		gr.query();
		if(gr.next()){
			return gr.getUniqueValue();
		}
		else
			return '';
	},

	type: 'checkRecords'
});

Script:

function openCase(){

	// GlideAjax here
	var ga = new GlideAjax('checkRecords');
	ga.addParam('sysparm_name', "checkRecordPresent");
	ga.addParam('sysparm_userID', g_form.getUniqueValue());
	ga.getXMLAnswer(function(answer){
		if(answer != ''){
			var url = '/sn_customerservice_case.do?sys_id=' + answer;
			g_navigation.open(url,'_blank');
		}
		else{
			g_form.addErrorMessage('There is no related case');
		}
	});

}

Workspace client script:

function onClick(g_form) {

	var ga = new GlideAjax('checkRecords');
	ga.addParam('sysparm_name', "checkRecordPresent");
	ga.addParam('sysparm_userID', g_form.getUniqueValue());
	ga.getXMLAnswer(function(answer){
		if(answer != ''){
			var url = '/sn_customerservice_case.do?sys_id=' + answer;
			open(url);
		}
		else{
			g_form.addErrorMessage('There is no related case');
		}
	});
}

Regards
Ankur