question Re: Include the INC attachment to the converted SCTASK in Virtual Agent forum

Include the INC attachment to the converted SCTASK

Community Alums — Tue, 25 Feb 2025 01:38:26 GMT

I have a custom UI action to convert an INC to an SCTASK, I need to also include any attachments that were included on the INC. What am I missing in my script? Please help! See my script below.

// Below few lines of code works as a Client side script

function CreateStask() {

if(g_form.getValue('comments') == ''){

//Remove any existing field message, set comments mandatory, and show a new field message

g_form.setMandatory('comments', true); // Setting Additional comments are manditory.

g_form.showFieldMsg('comments','Additional comments are mandatory when converting an Incident to SC Task.','error');

return false; //Abort submission

}

gsftSubmit(null, g_form.getFormElement(), 'create_catalog'); //MUST call the 'Action name'(Here action name is 'create_catalog' set in this UI Action

}

createTask();

function createTask(){

var Req = new GlideRecord('sc_request');

Req.initialize();

Req.setValue('short_description',current.short_description);

Req.requested_for= current.caller_id;

Req.insert();

var RITM = new GlideRecord('sc_req_item');

RITM.initialize();

RITM.setValue('request', Req.sys_id);

RITM.setValue('parent', Req.sys_id);

RITM.setValue('assignment_group',current.assignment_group);

RITM.setValue('short_description',current.short_description); // give short description for the task

RITM.insert();

//gs.addInfoMessage(RITM.number); //This line just for dispalying RITM number after conversion from incident to sc task.

var taskRec = new GlideRecord('sc_task');

taskRec.initialize();

taskRec.setValue('request_item',RITM.sys_id);

//taskRec.setValue('request.requested_for',current.caller_id);

taskRec.setValue('assignment_group',current.assignment_group);

taskRec.setValue('assigned_to',current.assigned_to);

taskRec.setValue('short_description',current.short_description); // give short description for the task

taskRec.setValue('description',current.description);

var setworknotes='SCTASK created from incident '+current.number;

taskRec.parent=current.number;

taskRec.work_notes.setJournalEntry(setworknotes);

taskRec.insert();

//gs.addInfoMessage(taskRec.number);

var setwrknotesinci='Your incident has been converted to a Service Catalog Task. All incident information has been transitioned over to '+taskRec.number;

current.work_notes.setJournalEntry(setwrknotesinci);

current.state ='8'; // Cancelling the incident after conversion to SC Task

current.setValue('active', 'false'); // Incident will be active = false after conversion

current.update();

action.setRedirectURL(taskRec);

}

Re: Include the INC attachment to the converted SCTASK

Swapna Abburi — Tue, 25 Feb 2025 01:52:36 GMT

Hi @Community Alums

You can use GlideSysAttachment.copy() method to copy attachments from incident to SC task.

add below lines of code to your script.

var tasksysID = taskRec.insert();

GlideSysAttachment.copy("incident", current.sys_id, "sc_task", tasksysID);

Re: Include the INC attachment to the converted SCTASK

Community Alums — Tue, 25 Feb 2025 14:08:26 GMT

That worked! Thank you very much!

Re: Include the INC attachment to the converted SCTASK

Community Alums — Tue, 25 Feb 2025 20:23:32 GMT

Hello Swapna,

Please tell me where your added lines of script should go in my script that will allow the other lines to operate.

When I added your lines below the current.work_notes.setJournalEntry(setwrknotesinci); line, it included the INC attachment but did not include the notes that go in the SCTASK. Please instruct on how the below script should be lined.

// Below few lines of code works as a Client side script

function CreateStask() {

if(g_form.getValue('comments') == ''){

//Remove any existing field message, set comments mandatory, and show a new field message

g_form.setMandatory('comments', true); // Setting Additional comments are manditory.

g_form.showFieldMsg('comments','Additional comments are mandatory when converting an Incident to SC Task.','error');

return false; //Abort submission

}

gsftSubmit(null, g_form.getFormElement(), 'create_catalog'); //MUST call the 'Action name'(Here action name is 'create_catalog' set in this UI Action

}

createTask();

function createTask(){

var Req = new GlideRecord('sc_request');

Req.initialize();

Req.setValue('short_description',current.short_description);

Req.requested_for= current.caller_id;

Req.insert();

var RITM = new GlideRecord('sc_req_item');

RITM.initialize();

RITM.setValue('request', Req.sys_id);

RITM.setValue('parent', Req.sys_id);

RITM.setValue('assignment_group',current.assignment_group);

RITM.setValue('short_description',current.short_description); // give short description for the task

RITM.insert();

//gs.addInfoMessage(RITM.number); //This line just for dispalying RITM number after conversion from incident to sc task.

var tasksysID = taskRec.insert();

GlideSysAttachment.copy("incident", current.sys_id, "sc_task", tasksysID);

var taskRec = new GlideRecord('sc_task');

taskRec.initialize();

taskRec.setValue('request_item',RITM.sys_id);

//taskRec.setValue('request.requested_for',current.caller_id);

taskRec.setValue('assignment_group',current.assignment_group);

taskRec.setValue('assigned_to',current.assigned_to);

taskRec.setValue('short_description',current.short_description); // give short description for the task

taskRec.setValue('description',current.description);

var setworknotes='SCTASK created from incident '+current.number;

taskRec.parent=current.number;

taskRec.work_notes.setJournalEntry(setworknotes);

taskRec.insert();

//gs.addInfoMessage(taskRec.number);

var setwrknotesinci='Your incident has been converted to a Service Catalog Task. All incident information has been transitioned over to '+taskRec.number;

current.work_notes.setJournalEntry(setwrknotesinci);

current.state ='8'; // Cancelling the incident after conversion to SC Task

current.setValue('active', 'false'); // Incident will be active = false after conversion

current.update();

action.setRedirectURL(taskRec);

}

Re: Include the INC attachment to the converted SCTASK

Swapna Abburi — Tue, 25 Feb 2025 20:33:16 GMT

Pasting the complete code here:

function CreateStask() {

if(g_form.getValue('comments') == ''){

//Remove any existing field message, set comments mandatory, and show a new field message

g_form.setMandatory('comments', true); // Setting Additional comments are manditory.

g_form.showFieldMsg('comments','Additional comments are mandatory when converting an Incident to SC Task.','error');

return false; //Abort submission

}

gsftSubmit(null, g_form.getFormElement(), 'create_catalog'); //MUST call the 'Action name'(Here action name is 'create_catalog' set in this UI Action

}

createTask();

function createTask(){

var Req = new GlideRecord('sc_request');

Req.initialize();

Req.setValue('short_description',current.short_description);

Req.requested_for= current.caller_id;

Req.insert();

var RITM = new GlideRecord('sc_req_item');

RITM.initialize();

RITM.setValue('request', Req.sys_id);

RITM.setValue('parent', Req.sys_id);

RITM.setValue('assignment_group',current.assignment_group);

RITM.setValue('short_description',current.short_description); // give short description for the task

RITM.insert();

//gs.addInfoMessage(RITM.number); //This line just for dispalying RITM number after conversion from incident to sc task.

var tasksysID = taskRec.insert();

GlideSysAttachment.copy("incident", current.sys_id, "sc_task", tasksysID);

var taskRec = new GlideRecord('sc_task');

taskRec.initialize();

taskRec.setValue('request_item',RITM.sys_id);

//taskRec.setValue('request.requested_for',current.caller_id);

taskRec.setValue('assignment_group',current.assignment_group);

taskRec.setValue('assigned_to',current.assigned_to);

taskRec.setValue('short_description',current.short_description); // give short description for the task

taskRec.setValue('description',current.description);

var setworknotes='SCTASK created from incident '+current.number;

taskRec.parent=current.number;

taskRec.work_notes.setJournalEntry(setworknotes);

var tasksysID = taskRec.insert();

GlideSysAttachment.copy("incident", current.sys_id, "sc_task", tasksysID);

//gs.addInfoMessage(taskRec.number);

var setwrknotesinci='Your incident has been converted to a Service Catalog Task. All incident information has been transitioned over to '+taskRec.number;

current.work_notes.setJournalEntry(setwrknotesinci);

current.state ='8'; // Cancelling the incident after conversion to SC Task

current.setValue('active', 'false'); // Incident will be active = false after conversion

current.update();

action.setRedirectURL(taskRec);

}