The incident INC0010092 was created but all fields are wrong:
| Field |
Expected |
Actual on Incident |
| Short description |
"Test short description" |
BLANK |
| Description |
"Test description" |
BLANK |
| Category |
Software |
Inquiry / Help (default) |
| Subcategory |
Email |
None |
| Impact |
High (1) |
3 - Low |
| Urgency |
High (1) |
3 - Low |
| Caller |
serge calderara |
Empty |
| Channel |
— |
Phone ✅ (only one that worked) |
Root Cause
Two issues in the Script Step:
1. Dot notation (gr.field = value) is unreliable in Flow Designer script steps. You must use gr.setValue('field', value) instead. That's why short_description, description, and category are all blank/default.
2. Impact and Urgency store numeric values (1, 2, 3), not labels like "High". The LLM will pass labels, so you need a mapping function.
The Fixed Script
Replace your entire Script Step with this:
(function execute(inputs, outputs) {
// Helper: map label to numeric value for impact/urgency
function mapPriority(val) {
if (!val) return '3'; // default Low
var v = val.toString().toLowerCase().trim();
if (v === '1' || v === 'high') return '1';
if (v === '2' || v === 'medium') return '2';
if (v === '3' || v === 'low') return '3';
return '3';
}
// Helper: validate category against sys_choice
function isValidChoice(table, field, value) {
if (!value) return false;
var ch = new GlideRecord('sys_choice');
ch.addQuery('name', table);
ch.addQuery('element', field);
ch.addQuery('value', value);
ch.setLimit(1);
ch.query();
return ch.hasNext();
}
var gr = new GlideRecord('incident');
gr.initialize();
// Use setValue() — NOT dot notation
gr.setValue('short_description', inputs.short_description || '');
gr.setValue('description', inputs.description || '');
// Impact and Urgency — map "High"/"Medium"/"Low" to 1/2/3
gr.setValue('impact', mapPriority(inputs.impact));
gr.setValue('urgency', mapPriority(inputs.urgency));
// Category — validate before setting
if (inputs.category) {
if (isValidChoice('incident', 'category', inputs.category)) {
gr.setValue('category', inputs.category);
} else {
// Try lowercase match
var catLower = inputs.category.toString().toLowerCase();
if (isValidChoice('incident', 'category', catLower)) {
gr.setValue('category', catLower);
}
}
}
// Subcategory
if (inputs.subcategory) {
if (isValidChoice('incident', 'subcategory', inputs.subcategory)) {
gr.setValue('subcategory', inputs.subcategory);
} else {
var subLower = inputs.subcategory.toString().toLowerCase();
if (isValidChoice('incident', 'subcategory', subLower)) {
gr.setValue('subcategory', subLower);
}
}
}
// Channel — hardcode for voice agent
gr.setValue('contact_type', 'phone');
// Caller lookup
if (inputs.caller) {
var userGr = new GlideRecord('sys_user');
userGr.addQuery('name', 'CONTAINS', inputs.caller);
userGr.setLimit(1);
userGr.query();
if (userGr.next()) {
gr.setValue('caller_id', userGr.getUniqueValue());
} else {
// Try email
userGr = new GlideRecord('sys_user');
userGr.addQuery('email', inputs.caller);
userGr.setLimit(1);
userGr.query();
if (userGr.next()) {
gr.setValue('caller_id', userGr.getUniqueValue());
}
}
}
var incSysId = gr.insert();
if (incSysId) {
gr.get(incSysId);
outputs.incident_number = gr.getValue('number');
outputs.incident_sys_id = incSysId;
outputs.success = true;
outputs.message = 'Incident ' + gr.getValue('number')
+ ' created successfully.';
} else {
outputs.success = false;
outputs.message = 'Failed to create incident.';
outputs.incident_number = '';
outputs.incident_sys_id = '';
}
})(inputs, outputs);
Key Differences from Your Current Script
gr.setValue() everywhere instead of gr.field = — this is the main fix for the blank fieldsmapPriority() function converts "High" → "1", "Medium" → "2", "Low" → "3" — fixes impact/urgencyisValidChoice() function validates category/subcategory against sys_choice before setting — prevents silent failures- Caller lookup uses CONTAINS on the
name field — more flexible for matching "serge calderara"
About the PlanContextBindingStrategy Error
That error in the flow log is a known Flow Designer internal issue when testing Actions directly — it's not caused by your script. You can safely ignore it. The incident was still created; the fields just weren't populated due to the dot notation issue.
Quick Verification
After updating the script, re-test with the same inputs. On the incident you should see all fields correctly populated. The category values on your instance are likely lowercase (software, email) — the script now handles both cases.
