question Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request. in Developer forum

Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Wed, 17 May 2023 22:02:52 GMT

Ive been racking my brain for a few days trying to understand where to change the sc_request variable to show the RITM instead of the REQ when the Virtual Agent lists out the Requests and Incidents. So far, Ive not been able to locate a single solution. Below is the OOTB script unmodified and I've tried changing the sc_request to sc_req_item.

<?xml version="1.0" encoding="UTF-8"?><record_update table="sys_script_include"><sys_script_include action="INSERT_OR_UPDATE"><access>public</access><active>true</active><api_name>global.VATopicsHelper</api_name><caller_access/><client_callable>false</client_callable><description>Common helper functions used in the example topics</description><name>VATopicsHelper</name><script><![CDATA[var VATopicsHelper = Class.create(); VATopicsHelper.prototype = { initialize: function() {}, getTableRecords: function(tblName, encQuery) { var records = []; var grCnt = new GlideRecord(tblName); if (encQuery != '') grCnt.addEncodedQuery(encQuery); grCnt.query(); while (grCnt.next()) records.push(grCnt.getUniqueValue()); return records; }, getUserOpenTicketsMessage: function(user, incQuery, hrQuery, reqQuery, portalName, userLanguage) { this.portalName = portalName; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLang(); var ints = this.getTableRecords('incident', incQuery); var reqs = this.getTableRecords('sc_request', reqQuery); var intCnt = ints.length; var reqCnt = reqs.length; var hrCnt = 0; var hrCases = []; if (!GlidePluginManager.isActive('com.sn_hr_core')) hrCnt = -1; else { try { //try catch, so any cross scope error for HR doesnt interrupt the flow hrCases = this.getTableRecords('sn_hr_core_case', hrQuery); hrCnt = hrCases.length; } catch (e) { gs.info("There was an error processing HR cases:" + e); } } var msg = ''; var incUrl = this._getSPUrl('incident', incQuery, ints); var hrUrl = this._getSPUrl('sn_hr_core_case', hrQuery, hrCases); var reqUrl = this._getSPUrl('sc_request', reqQuery, reqs); var incLabel = (intCnt > 1) ? gs.getMessageLang('Incidents', userLanguage) : gs.getMessageLang('Incident', userLanguage); var hrLabel = (hrCnt > 1) ? gs.getMessageLang('HR Cases', userLanguage) : gs.getMessageLang('HR Case', userLanguage); var reqLabel = (reqCnt > 1) ? gs.getMessageLang('Requests', userLanguage) : gs.getMessageLang('Request', userLanguage); var tickets = []; if (intCnt > 0) { tickets.push(incUrl); tickets.push(intCnt.toFixed()); tickets.push(incLabel); } if (hrCnt > 0) { tickets.push(hrUrl); tickets.push(hrCnt.toFixed()); tickets.push(hrLabel); } if (reqCnt > 0) { tickets.push(reqUrl); tickets.push(reqCnt.toFixed()); tickets.push(reqLabel); } if (tickets.length == 0) return ''; var cnt = (tickets.length / 3); switch (cnt) { case 1: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_1', userLanguage, tickets); break; case 2: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_2', userLanguage, tickets); break; case 3: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_3', userLanguage, tickets); break; } return msg; }, _getSPUrl: function(table, filter, records) { var baseURL = gs.getProperty('glide.servlet.uri'); var link = baseURL + this.portalName + '?id=list&table=' + table + '&filter=' + filter; if (records.length == 1) link = baseURL + this.portalName + '?id=form&table=' + table + '&sys_id=' + records.join(); return link; }, getOutages: function(outageTbl, encQuery, limit, userLanguage) { var message = ''; if (!limit) limit = 3; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLang(); var grOutage = new GlideRecord(outageTbl); grOutage.addEncodedQuery(encQuery); if (limit > 0) grOutage.setLimit(limit); grOutage.orderByDesc('begin'); grOutage.query(); message += (grOutage.getRowCount() > 0) ? gs.getMessageLang('Service degradations I am currently aware of ', userLanguage) : ''; while (grOutage.next()) { var msg = '<li>'; var type = grOutage.getDisplayValue('type'); var name = grOutage.getDisplayValue('cmdb_ci'); var start_time = new GlideDateTime(grOutage.getValue('begin')); var end_time = grOutage.getValue('end'); msg += gs.getMessageLang('{0} of {1} that began at {2}.', userLanguage, [type, name, start_time.getDisplayValue()]); if (end_time != '') { msg += gs.getMessageLang(' The {0} is expected to end at {1}.', userLanguage, [type, (new GlideDateTime(end_time)).getDisplayValue()]); } msg += '</li>'; message += msg; } return message; }, outagesInfo: function(outageTbl, encQuery, limit, userLanguage) { var message = []; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLanguage(); if (!limit) limit = 3; var grOutage = new GlideRecord(outageTbl); grOutage.addEncodedQuery(encQuery); if (limit > 0) grOutage.setLimit(limit); grOutage.orderByDesc('begin'); grOutage.query(); if (grOutage.getRowCount() > 0) { message.push(gs.getMessageLang('Service degradations I am currently aware of \n\n', userLanguage)); } while (grOutage.next()) { var type = grOutage.getDisplayValue('type'); var name = grOutage.getDisplayValue('cmdb_ci'); var start_time = new GlideDateTime(grOutage.getValue('begin')); var end_time = grOutage.getValue('end'); message.push("- "); message.push(gs.getMessageLang('{0} of {1} that began at {2}.', userLanguage, [type, name, start_time.getDisplayValue()])); if (end_time != '') { message.push(gs.getMessageLang(' The {0} is expected to end at {1}.', userLanguage, [type, (new GlideDateTime(end_time)).getDisplayValue()])); } message.push("\n\n"); } return message.join(''); }, openTicketsInfo: function(deviceType, userLanguage, portalName) { var tables = []; var portal_pages = []; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLang(); if (gs.nil(portalName)) portalName = vaVars.portalName; var records = this.getMyRequestSysIds(tables, portal_pages, deviceType); var recordsCount = records.length; var baseURL = gs.getProperty('glide.servlet.uri'); var link = baseURL + portalName + '?id=my_requests'; var reqLabel = (recordsCount > 1) ? gs.getMessageLang('Open Issues', userLanguage) : gs.getMessageLang('Open Issue', userLanguage); return gs.getMessageLang("You currently have [**{0} {1}**]({2})", userLanguage, [recordsCount.toFixed(), reqLabel, link]); }, getMyRequestSysIds: function(tables, portal_pages, deviceType) { var ids = []; var rq_filter = new GlideRecord('request_filter'); rq_filter.addActiveQuery(); if (gs.nil(deviceType)) deviceType = vaContext.deviceType; if (deviceType == 'android' || deviceType == 'ios') { // 100 Implies Mobile if (rq_filter.isValidField('applies_to')) rq_filter.addQuery('applies_to', 100); } else { // 1 Implies Service portal and 10 Implies Desktop/Service Portal if (rq_filter.isValidField('applies_to')) rq_filter.addQuery('applies_to', 1).addOrCondition('applies_to', 10); } rq_filter.query(); while (rq_filter.next()) { var tableName = rq_filter.table_name; if (rq_filter.isValidField('table')) tableName = rq_filter.table; var gr = new GlideRecord(tableName); gr.addQuery(rq_filter.filter); gr.addActiveQuery(); gr.query(); while (gr.next()) { ids.push(gr.sys_id.toString()); tables.push(rq_filter.table.toString()); portal_pages.push(rq_filter.portal_page.id.toString()); } } return ids; }, openTicketsStatus: function(deviceType, userLanguage, portalName) { var statusMsg = []; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLang(); if (gs.nil(portalName)) portalName = vaVars.portalName; var baseURL = gs.getProperty('glide.servlet.uri'); var tables = []; var portal_pages = []; var records = this.getMyRequestSysIds(tables, portal_pages, deviceType); var recordsCount = records.length; for (var i = 0; i < recordsCount; i++) { // var statusLink = baseURL + portalName + '?id=' + portal_pages[i] + '&table=' + tables[i] + '&sys_id=' + records[i]; var statusLink = baseURL + portalName + '?id=abbott_ticket' + '&sys_id=' + records[i]; var statusGr = new GlideRecord(tables[i]); statusGr.get(records[i]); var statusRecordNumber = statusGr.number; var statusRecordShortDescription = statusGr.short_description; var statusRecordState = statusGr.state.getDisplayValue(); if (tables[i] == 'sc_request') { var requestedItem = new GlideRecord('sc_req_item'); requestedItem.addQuery('request', statusGr.sys_id); requestedItem.query(); if (requestedItem.next()) { statusRecordState = requestedItem.stage.getDisplayValue(); } } if (statusRecordShortDescription != '') { statusMsg.push(gs.getMessageLang("[**{0}**]({1}) : **{2}** status is **{3}**", userLanguage, [statusRecordNumber, statusLink, statusRecordShortDescription, statusRecordState])); } else { statusMsg.push(gs.getMessageLang("[**{0}**]({1}) status is **{2}**", userLanguage, [statusRecordNumber, statusLink, statusRecordState])); } } return statusMsg.join('\n'); }, openTicketsCount: function(deviceType) { var tables = []; var portal_pages = []; var records = this.getMyRequestSysIds(tables, portal_pages, deviceType); return records.length; }, type: 'VATopicsHelper' };]]></script><sys_class_name>sys_script_include</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2020-03-03 22:44:35</sys_created_on><sys_id>e1bc2f8653170010c839ddeeff7b12f9</sys_id><sys_mod_count>30</sys_mod_count><sys_name>VATopicsHelper</sys_name><sys_package display_value="Service Management Virtual Agent Core" source="com.glideapp.sm_va_core">794c47c8db230110bc06287f059619a3</sys_package><sys_policy/><sys_scope display_value="Global">global</sys_scope><sys_update_name>sys_script_include_e1bc2f8653170010c839ddeeff7b12f9</sys_update_name><sys_updated_by>WARDMA</sys_updated_by><sys_updated_on>2023-05-17 19:33:52</sys_updated_on></sys_script_include></record_update>

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Ratnakar7 — Thu, 18 May 2023 06:10:22 GMT

Hi @Wardma ,

You need to make the following changes:

Open the "VATopicsHelper" script include.
Locate the getUserOpenTicketsMessage function.
Replace all occurrences of 'sc_request' with 'sc_req_item' in the function code.
Save the changes.

Here's the modified code for the getUserOpenTicketsMessage function:

getUserOpenTicketsMessage: function(user, incQuery, hrQuery, reqQuery, portalName, userLanguage) { this.portalName = portalName; if (gs.nil(userLanguage)) userLanguage = vaContext.getRequesterLang(); var ints = this.getTableRecords('incident', incQuery); var reqs = this.getTableRecords('sc_req_item', reqQuery); // Modified line var intCnt = ints.length; var reqCnt = reqs.length; var hrCnt = 0; var hrCases = []; if (!GlidePluginManager.isActive('com.sn_hr_core')) hrCnt = -1; else { try { //try catch, so any cross scope error for HR doesnt interrupt the flow hrCases = this.getTableRecords('sn_hr_core_case', hrQuery); hrCnt = hrCases.length; } catch (e) { gs.info("There was an error processing HR cases:" + e); } } var msg = ''; var incUrl = this._getSPUrl('incident', incQuery, ints); var hrUrl = this._getSPUrl('sn_hr_core_case', hrQuery, hrCases); var reqUrl = this._getSPUrl('sc_req_item', reqQuery, reqs); // Modified line var incLabel = (intCnt > 1) ? gs.getMessageLang('Incidents', userLanguage) : gs.getMessageLang('Incident', userLanguage); var hrLabel = (hrCnt > 1) ? gs.getMessageLang('HR Cases', userLanguage) : gs.getMessageLang('HR Case', userLanguage); var reqLabel = (reqCnt > 1) ? gs.getMessageLang('Requests', userLanguage) : gs.getMessageLang('Request', userLanguage); var tickets = []; if (intCnt > 0) { tickets.push(incUrl); tickets.push(intCnt.toFixed()); tickets.push(incLabel); } if (hrCnt > 0) { tickets.push(hrUrl); tickets.push(hrCnt.toFixed()); tickets.push(hrLabel); } if (reqCnt > 0) { tickets.push(reqUrl); tickets.push(reqCnt.toFixed()); tickets.push(reqLabel); } if (tickets.length == 0) return ''; var cnt = (tickets.length / 3); switch (cnt) { case 1: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_1', userLanguage, tickets); break; case 2: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_2', userLanguage, tickets); break; case 3: msg += gs.getMessageLang('ITSMVA_DynamicGreeting_3', userLanguage, tickets); break; } return msg; },

Thanks,

Ratnakar

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Thu, 18 May 2023 16:41:43 GMT

Unfortunately, this is exactly what I did prior to posting for assistance here. This doesn't change anything within the the VATopicsHelper script that is being pulled in the dynamic greeting. Attached is a screenshot of a test I did by commenting out the default code and adding the new lines as suggest. The result is still the same output as if no code was altered.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Fri, 21 Jul 2023 14:34:11 GMT

Changes were made but still the above REQ is showing rather than the sc_req_item. Everything in the virtual agent is still pretty much OOTB with some change to displayed messages.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Tue, 08 Aug 2023 15:15:23 GMT

After much research and investigation into the script include that calls the items in the fields, I found that regardless of the changes you make in the script include if you want to change the items that are displayed would be to use the service-now.com/request_filter_list.do and change the items one at a time unless you know exactly which one is being called for the item you want to change.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Meghana3 — Thu, 11 Jan 2024 09:23:36 GMT

Hi Wardma,

Could you please share the script here as I have same requirement and it is not working even after doing changes in the script include to display RITM instead of Requests

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Thu, 11 Jan 2024 15:17:53 GMT

You'll need to locate the VATopicsHelper script include by navigating to;
<yourServiceNowInstance>.Service-now.com/now/nav/ui/classic/params/target/sys_script_include_list.do
Alternatively, you can select the All filter and in the search input, type sys_script_include.list and enter.

Once within the script include you'll want to comment bracket the default code and on the last just after the end comment bracket you can paste in the attached code.

You'll want to replace the destination variable with your destination.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

PRS25 — Wed, 06 Mar 2024 12:42:04 GMT

Could you please elaborate on this.

I did tested by updating the VATopicHelper Script Include, and it did not helped, as you mentioned.
However, i am not able to understand the updates to be made in request_filter.list

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Wed, 06 Mar 2024 14:38:11 GMT

@PRS25 In the script include between 213 or 220 possibly yours may be different;

if (tables[i] == 'sc_request') {
var requestedItem = new GlideRecord('sc_req_item'); //Here is where you change sc_request to sc_req_item
requestedItem.addQuery('request', statusGr.sys_id);
requestedItem.query();
if (requestedItem.next()) {
statusRecordState = requestedItem.stage.getDisplayValue();

In the request_filter.list there are three items that should look very similar to;
Service Catalog Requested Item Portal
Service Catalog Request Portal
Service Catalog Requested Item

In the table field for each item specify, Request Item
Screenshot attached for reference.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Wed, 06 Mar 2024 14:38:57 GMT

Did you get this to work? If not post below is more specific on where to make the necessary changes.

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

PRS25 — Wed, 06 Mar 2024 15:10:55 GMT

Thanks @Wardma, this worked for me.

Just one additional thought for which I am unsure of - 'Will this modification impact any other configuration on platform that we should be worried about?'

Re: Change OOTB VATopicsHelper Script Include to Show sc_req_item instead of sc_request.

Wardma — Wed, 06 Mar 2024 15:19:12 GMT

To my knowledge, no this will not impact any other configuration on the platform. The explanation of the code is that the variable in the code was already assigned or defined. All we are doing here is updating what table its pointing to.

As far as the update to the filter request no. There shouldn't be anything there either that would cause an issue or impact to any configuration.

The point of this instruction is for the end user view to be visible accurately for the end user and redirecting the end user to the view that they essentially should be looking at for updates on their request item. If the user viewing their request has the fulfiller role then they can alternatively review the items attached to their request item view the fulfiller view, this generally applies to analysts/technicians performing the work that is assigned to them or their groups.