question Updating RITM when related CHG updates in Community Central forum

Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 13:55:53 GMT

Hello experts,

I created a business rule that creates automatically a “change request” from RITM.
Then I created another business rule that does the following : when the change request state changes to “assess” , the related RITM updates to “work in progress” : the problem is my script is not working : when I update a chg request, the related RITM didn't get updated ! I tried to fix it with chatgpt but it didn't work :

(function executeRule(current) { if (current.state == 3) { var ritm = new GlideRecord('sc_req_item'); ritm.addQuery('sys_id', current.parent); ritm.query(); if (ritm.next()) { ritm.state = 2; ritm.update(); } else { gs.error('RITM not found ' + current.sys_id); } } })(current);

Re: Updating RITM when related CHG updates

Rohit Singh — Wed, 19 Mar 2025 14:14:51 GMT

Hi @yasserbouat ,

You need to debug if your 2nd BR is getting triggered or not. Use Add Message to determine the same.

Also when a change Request is getting created from RITM, then in the RITM parent filed the newly created CR is getting mapped?

Also make below changes in the 2nd BR

(function executeRule(current) { if (current.state == 3) { var ritm = new GlideRecord('sc_req_item'); ritm.addQuery('parent', current.sys_id); // Changes here ritm.query(); if (ritm.next()) { ritm.state = 2; ritm.update(); } else { gs.error('RITM not found ' + current.sys_id); } } })(current);

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

Re: Updating RITM when related CHG updates

Dhana3 — Wed, 19 Mar 2025 14:21:00 GMT

Hi @yasserbouat ,

Have you checked what is stored in parent field on change request table? Depending on that value you need to modify the code. There are lot of ways which you can verify your script. Use background script, add info message or add logs in your script.

Re: Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 14:33:30 GMT

@Dhana3 thanks for your reply : but where can i find the "parent" field please ?

Re: Updating RITM when related CHG updates

Dhana3 — Wed, 19 Mar 2025 14:51:42 GMT

Hi @yasserbouat ,

Click on the hamburger menu on the change form, click on show xml and search for parent there. Tell me what value it has.

Re: Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 14:54:20 GMT

This is what I found : what shoul I do next in order to make the script functionning please ?

<order/> <outside_maintenance_schedule>false</outside_maintenance_schedule> <parent/> <phase>requested</phase> <phase_state>open</phase_state>

Re: Updating RITM when related CHG updates

Dhana3 — Wed, 19 Mar 2025 15:05:47 GMT

So this means, when RITM creates change request, the RITM number is not updated in the parent field in the change request table. Can you share your 1st BR code? How are you establishing that the relation between change request and RITM? How do you know which RITM created which change request?

Re: Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 15:11:22 GMT

@Dhana3

This is what I got : can you please show what should i do in order to make my script functions :

<order/> <outside_maintenance_schedule>false</outside_maintenance_schedule> <parent/> <phase>requested</phase>

Re: Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 15:14:11 GMT

@Dhana3 here is thescript of the first BR that creates "chg" from RITM :

(function executeRule(current) { var chg = new GlideRecord('change_request'); chg.initialize(); chg.type = current.variables.v_model.toString(); chg.category = current.variables.v_category.toString(); chg.short_description = current.variables.v_short_description.toString(); chg.priority = current.variables.v_priority.toString(); // Ensure service reference is valid if (current.variables.v_service) { chg.cmdb_ci = current.variables.v_service; } chg.state = 1; // Optional: Defaults to "New" // Assign to "ITSM Engineering" group var group = new GlideRecord('sys_user_group'); if (group.get('name', 'ITSM Engineering')) { chg.assignment_group = group.sys_id; } else { gs.error('Assignment group "ITSM Engineering" not found.'); } var chgSysId = chg.insert(); if (chgSysId) { gs.info('Change Request ' + chgSysId + ' created from RITM ' + current.sys_id); } else { gs.error('Failed to create Change Request from RITM ' + current.sys_id); } })(current);

Re: Updating RITM when related CHG updates

Rohit Singh — Wed, 19 Mar 2025 15:21:15 GMT

Hi @yasserbouat

In this script you need to below line of code to establish a relationship between RITM and Change. There is no relationship that is why parent is showing blank in your XML.

chg.parent = current.sys_id; //

Re: Updating RITM when related CHG updates

Dhana3 — Wed, 19 Mar 2025 15:30:07 GMT

Hi @yasserbouat

add this code :

chg.parent = current.sys_id;

after - chg.priority = current.variables.v_priority.toString();

Then try to test it and check it parent field on change request form is updated or no.

Re: Updating RITM when related CHG updates

Rohit Singh — Wed, 19 Mar 2025 16:03:44 GMT

Hi @yasserbouat ,

Please accept the solution as well, so that it will help future readers as well.

Regards,

Rohit

Re: Updating RITM when related CHG updates

yasserbouat — Wed, 19 Mar 2025 16:07:26 GMT

@Dhana3

I added the line as you suggusted, and I create a request and I opend the xml and I found the parent, then i updated the change state to assess, but the related RITM didn't get updtaed ! and i also noticed an error on the portal :

Re: Updating RITM when related CHG updates

Dhana3 — Thu, 20 Mar 2025 06:03:37 GMT

Hi @yasserbouat ,

This issue is with your change model configuration. But that is a different issue.

Please check this documentation - https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/change-management/task/create-a-change-model.html

I suppose you are new to ServiceNow development. I suggest you to do through the documentation and learn about scripting. It is not that difficult.

All the best!

Regards,

Dhanashree