question Help with 'Summary of Requested Item' Script in RITM workflow in Developer forum

Help with 'Summary of Requested Item' Script in RITM workflow

Kevin Ng — Mon, 24 Jan 2022 18:49:52 GMT

Background:

We are using the script below to add a summary of the requested item in our catalog items to the work notes of the the sc_task. This was previously only used in catalog items with 1:1 relationships for Request -> Requested Item -> Service Catalog Task.

var gr = new GlideRecord("sc_req_item");
gr.addQuery("request", current.request.sys_id);
gr.query();

while (gr.next()) {
    // Get Owned Variables for Requested Item and sort by Order
    var ownvar = new GlideRecord('sc_item_option_mtom');
    ownvar.addQuery('request_item.number', gr.number);
    ownvar.addQuery('sc_item_option.value', '!=', '');
    ownvar.orderBy('sc_item_option.order');
    ownvar.query();

    var items = "Summary of " + gr.number + ":   " + gr.cat_item.getDisplayValue() + "\n\n";

    while (ownvar.next()) {

        var field = ownvar.sc_item_option.item_option_new;
        var fieldValue = ownvar.sc_item_option.item_option_new.name;
        // Print variable name
        items += field.getDisplayValue() + ": " + gr.variables[fieldValue].getDisplayValue() + "\n";

    }
}
task.work_notes = items;

Issue:

We've recently begun utilizing an onboarding order guide in our service catalog and I've identified an issue that I need some help with.

When someone uses the order guide, which will create 1-3 separate requested items depending on their needs, the resulting work note is being duplicated across all sc_task records rather than displaying the summary of the unique RITM associated with it.

I've tried adding timers to the workflow prior to sc_task creation as well as renaming the 'items' variable to unique names for each workflow, but receive the same result.

Has anyone run into this or know of a potential solution? The requested item summary is helpful to our technicians when they need to seek additional approval.

Thank you,

Kevin

Re: Help with 'Summary of Requested Item' Script in RITM workflow

Sumit Pandey1 — Tue, 25 Jan 2022 03:13:23 GMT

Is this code written in workflow? Can you do this in a business role written on sc_task table. It could be a after insert business role and your first line should change to -

var gr = new GlideRecord("sc_req_item");
gr.addQuery("sys_id", current.request_item.toString());  - changed here
gr.query();

Also the last line should change to -

current.work_notes = items

The intention is that business rule will only trigger per unique tasks and thus would remove duplicates.

Re: Help with 'Summary of Requested Item' Script in RITM workflow

Kevin Ng — Tue, 25 Jan 2022 15:39:14 GMT

Hi Sumit,

This code is written in the workflow. I created an after insert BR on the sc_task table as you recommended but I'm not seeing the summary in the work notes.

Could you take a look at the BR code? I may have misread your instructions...

(function executeRule(current, previous /*null when async*/) {

var gr = new GlideRecord("sc_req_item");
gr.addQuery("sys_id", current.request_item.toString());
gr.query();

while (gr.next()) {
    // Get Owned Variables for Requested Item and sort by Order
    var ownvar = new GlideRecord('sc_item_option_mtom');
    ownvar.addQuery('request_item.number', gr.number);
    ownvar.addQuery('sc_item_option.value', '!=', '');
    ownvar.orderBy('sc_item_option.order');
    ownvar.query();

    var items = "Summary of " + gr.number + ":   " + gr.cat_item.getDisplayValue() + "\n\n";

    while (ownvar.next()) {

        var field = ownvar.sc_item_option.item_option_new;
        var fieldValue = ownvar.sc_item_option.item_option_new.name;
        // Print variable name
        items += field.getDisplayValue() + ": " + gr.variables[fieldValue].getDisplayValue() + "\n";

    }
}
current.work_notes = items;

})(current, previous);

Thank you!

Kevin

Re: Help with 'Summary of Requested Item' Script in RITM workflow

Kevin Ng — Fri, 18 Feb 2022 19:21:40 GMT

Just wanted to follow up to my previous post in case anyone else finds this helpful. Below is the final script that's working as intended now.

(function executeRule(current, previous /*null when async*/) {

var gr = new GlideRecord("sc_req_item");
gr.addQuery("sys_id", current.request_item.toString());
gr.query();

while (gr.next()) {
    // Get Owned Variables for Requested Item and sort by Order
    var ownvar = new GlideRecord('sc_item_option_mtom');
    ownvar.addQuery('request_item.number', gr.number);
    ownvar.addQuery('sc_item_option.value', '!=', '');
    ownvar.orderBy('sc_item_option.order');
    ownvar.query();

    var items = "Summary of " + gr.number + ":   " + gr.cat_item.getDisplayValue() + "\n\n";

    while (ownvar.next()) {

        var field = ownvar.sc_item_option.item_option_new;
        var fieldValue = ownvar.sc_item_option.item_option_new.name;
        // Print variable name
        items += field.getDisplayValue() + " " + gr.variables[fieldValue].getDisplayValue() + "\n";

    }
}
	
current.work_notes = items;
	
current.update();

})(current, previous);

Thanks for your help Sumit!

Kevin

Re: Help with 'Summary of Requested Item' Script in RITM workflow

Sumit Pandey1 — Mon, 21 Feb 2022 02:29:04 GMT

So nice of you to update the thread, thank you!