question Re: Create change from problem, but do not insert in Developer forum

Create change from problem, but do not insert

Annirnita Dash1 — Fri, 21 Mar 2025 08:12:59 GMT

Please help me out in creating a change request from problem but not inserting it. Since the Ui action which creates a change record is saved through it that runs, the mandatory fields not filled in and continue to show as required. It should navigate to sys_is -1.

Below is the code and I have commented out line where it inserts.

var change = new GlideRecord("change_request");

change.short_description = current.short_description;

change.description = current.description;

change.cmdb_ci = current.cmdb_ci;

change.priority = current.priority;

change.company = current.company;

change.sys_domain = current.sys_domain;

change.type = 'Normal';

//var sysID = change.insert();

current.rfc = sysID;

var mySysID = current.update();

gs.addInfoMessage("Change " + change.number + " created");

action.setRedirectURL(change);

action.setReturnURL(current);

Re: Create change from problem, but do not insert

Sanjay191 — Fri, 21 Mar 2025 08:36:02 GMT

Hello @Annirnita Dash1

i just correct the few thing in above code is like type of Normal in backend is normal

and please mention what EXACULTY issue you are getting ?

Re: Create change from problem, but do not insert

Ankur Bawiskar — Fri, 21 Mar 2025 08:42:47 GMT

@Annirnita Dash1

you want to create the CHG or want user to be taken to new record with pre-filled data?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Create change from problem, but do not insert

Babu Govind — Fri, 21 Mar 2025 08:44:29 GMT

Hi @Annirnita Dash1,

Please use the below code in your UI action this should redirect your to new change request without inserting the change.

var changeFormUrl = 'https://INSTANCE_NAME.service-now.com/nav_to.do?uri=TABLE_NAME.do?sys_id=-1%26sysparm_query=caller_id='+current.FIELD_NAME; // Construct the URL action.setReturnURL(current); // Return URL to current record action.setRedirectURL(changeFormUrl); // Landing page URL to new change form

Please add your instance name and Table name in the URL followed by the mapping.

Hope this information is helpful. If helpful please mark as solution accepted or helpful so that it will help future readers.

Best Regards,

Babu

Re: Create change from problem, but do not insert

Annirnita Dash1 — Fri, 21 Mar 2025 10:05:45 GMT

Hello Ankur,

I want it to go to a new change record with prefilled data (few of fields) and wont create one. Once I fill in required fields (other than pre filled), I should submit it and then a change will be created.

Re: Create change from problem, but do not insert

Annirnita Dash1 — Fri, 21 Mar 2025 10:07:00 GMT

Hi,

yes the type is normal. the UI action create normal change.

I want it t to a new change record with prefilled data (few of fields) and wont create one. so the url shall show sys_id -1. Once I fill in required fields (other than pre filled), I should submit it and then a change will be created

Re: Create change from problem, but do not insert

GopikaP — Fri, 21 Mar 2025 10:22:12 GMT

Hi @Annirnita Dash1 , Did you try to use templates?

Re: Create change from problem, but do not insert

Annirnita Dash1 — Fri, 21 Mar 2025 10:24:52 GMT

Hi Gopika,

No, I have not done anything apart from above script.

Re: Create change from problem, but do not insert

Ankur Bawiskar — Fri, 21 Mar 2025 10:25:45 GMT

@Annirnita Dash1

then use this and send the fields in sysparm_query

I included for 2 fields, please enhance for other fields as well which you want to pre populate

action.setRedirectURL("/change_request.do?sys_id=-1&sysparm_query=short_description=" + current.short_description + "^description" +  current.description);

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Create change from problem, but do not insert

Annirnita Dash1 — Fri, 21 Mar 2025 10:41:08 GMT

Hello Ankur I tried this earlier and once again now also, even though it doesnot create the change anymore, but after I submit it, it is not getting related to the problem. Means I cant find the change in problem related list. Do i need to remove any lines of code

Re: Create change from problem, but do not insert

Ankur Bawiskar — Fri, 21 Mar 2025 10:50:54 GMT

@Annirnita Dash1

it is not meant to create new change, but will simply take user to the new CHG form with pre-filled data

that's what you wanted.

For that you can populate parent field of CHG with the current problem record sysId, so that it gets linked with the CHG. For this ensure parent field is present on the form. You can include that in URL like this

action.setRedirectURL("/change_request.do?sys_id=-1&sysparm_query=short_description=" + current.short_description + "^description" + current.description + '^parent=' + current.sys_id);

Now when you open Problem form in related list you will see that CHG as it's parent you already populated.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Create change from problem, but do not insert

Ankur Bawiskar — Mon, 24 Mar 2025 04:39:06 GMT

@Annirnita Dash1

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Create change from problem, but do not insert

Annirnita Dash1 — Tue, 25 Mar 2025 11:29:21 GMT

Hi Ankur,

sorry for replying late,

I tried adding line number 8 and used in url... but it is not working.

Can you point out the problem here?

var change = new GlideRecord("change_request");

change.short_description = current.short_description;

change.description = current.description;

change.cmdb_ci = current.cmdb_ci;

change.priority = current.priority;

change.company = current.company;

change.sys_domain = current.sys_domain;

change.parent = current.sys_id;

change.type = 'Normal';

//var sysID = change.insert();

//action.setRedirectURL("/change_request.do?sys_id=-1&sysparm_query=short_description=" + current.short_description + "^description" + current.description + '^parent=' + current.sys_id);

var url = 'change_request.do?sys_id=-1&sysparm_query=' + 'short_description=' + short_description + '^description=' + description + '^cmdb_ci=' + cmdb_ci + '^priority=' + priority + '^sys_domain=' + sys_domain + '^company=' + company + '^type=' + type + '^parent=' + parent;

gs.addInfoMessage("Change " + change.number + " created");

action.setRedirectURL(url);

action.setReturnURL(current);

Re: Create change from problem, but do not insert

Annirnita Dash1 — Tue, 25 Mar 2025 11:34:03 GMT

Re: Create change from problem, but do not insert

Ankur Bawiskar — Tue, 25 Mar 2025 11:52:07 GMT

@Annirnita Dash1

you are not inserting so you won't get the CHG number

so these lines makes no point

var change = new GlideRecord("change_request");
change.short_description = current.short_description;
change.description = current.description;
change.cmdb_ci = current.cmdb_ci;
change.priority = current.priority;
change.company = current.company;
change.sys_domain = current.sys_domain;
change.parent = current.sys_id;
change.type = 'Normal';
//var sysID = change.insert();

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Create change from problem, but do not insert

Annirnita Dash1 — Tue, 25 Mar 2025 12:06:34 GMT

Sorry I got the fix, below line I did, as of now with limited fields:

var url = 'change_request.do?sys_id=-1&sysparm_query=' + 'short_description=' + current.short_description + '^type=' + current.type + '^parent=' + current.sys_id;