Create Unplanned Outage from Issuer Case via UI Action

[chetanasand]

Please suggest me development steps and help me with correct script for below story. I want configuration item script to be done in script include and call it in UI action.

[Tanushree Maiti]

Hi @chetanasand 

Just ensure to first try solving the problem on your own. If you get stuck, then reach out to community members for the guidance .

This approach not only helps you find solutions but also ensures you continue learning and developing your skills . 

Sharing you Draft sample script ( not tested) . At least you can start with it and correct script as per your requirement. Take help of logging if you stuck somewhere /not getting expected output.

1) UI Action:

• Name: Create Outage
• Table: Case [sn_customerservice_case]
• Active: Checked
• Show Insert/Update: Checked
• Client: Checked
• Onclick: runClient()
• Script:

function runClient() {
    var ga = new GlideAjax('CreateCaseOutageUtils');
    ga.addParam('sysparm_name', 'createOutageFromCase');
    ga.addParam('sysparm_case_id', g_form.getUniqueValue());
    ga.getXMLAnswer(function(answer) {
        if (answer.startsWith('Success')) {
            g_form.addInfoMessage(answer);
            g_form.save();         } else {
            g_form.addErrorMessage(answer);
        }
    });
}

2) Script Include

• Name: CreateCaseOutageUtils 
• Client callable: Checked
• Script:

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

    createOutageFromCase: function() {
        var caseSysId = this.getParameter('sysparm_case_id');
        if (!caseSysId) return "Error: No Case ID";

        var grCase = new GlideRecord('sn_customerservice_case'); // Update table name ,if needed
        if (grCase.get(caseSysId)) {
            
           var accountId = grCase.account;
            if (!accountId) return "Error: No Account associated";
            
            var grAccount = new GlideRecord('customer_account');
            grAccount.get(accountId);
            var platform = grAccount.u_platform; 

     var serviceOfferingName = grCase.sold_product.getDisplayValue(); // Assuming Sold Product is reference
     var grOffering = new GlideRecord('service_offering');
            grOffering.addQuery('name', serviceOfferingName);
            grOffering.addQuery('u_platform', platform); // Assuming service offering has same platform field            grOffering.query();

            if (grOffering.next()) {
             var grOutage = new GlideRecord('cmdb_ci_outage');
                grOutage.initialize();
                grOutage.cmdb_ci = grOffering.sys_id;
                grOutage.type = 'outage';
                grOutage.begin = grCase.opened_at;
                grOutage.description = "Outage created from " + grCase.number;
                var outageSysId = grOutage.insert();
                grCase.work_notes = "Outage created: [code]<a href='/cmdb_ci_outage.do?sys_id=" + outageSysId + "'>" + grOutage.number + "</a>[/code]";
                grCase.update();
                
                return "Success: " + grOutage.number;
            } else {
                return "Error: No matching Service Offering found.";
            }
        }
        return "Error: Case not found";
    },

    type: 'CreateCaseOutageUtils'});