question Re: Create automatically a change request from RITM in Virtual Agent forum

Create automatically a change request from RITM

yasserbouat — Tue, 18 Mar 2025 14:19:24 GMT

Hello,

I want to create a change request automaticaaly from RITM when this one is created, and in order to do that I created a business rule as the following but it is not working :

Script :

(function executeRule(current) { var chg = new GlideRecord('change_request'); chg.initialize(); chg.type = current.variables.model.toString(); chg.category = current.variables.category.toString(); chg.short_description = current.variables.short_description.toString(); chg.priority = current.variables.priority.toString(); // Ensure service reference is valid if (current.variables.service) { chg.cmdb_ci = current.variables.service; } chg.state = 1; // Optional: Defaults to "New" 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);

and the mapping must be with the variables in RITM : Model - Category - Short description - Priority - service.

Re: Create automatically a change request from RITM

GopikaP — Tue, 18 Mar 2025 14:48:26 GMT

Hi @yasserbouat , are you not seeing the info message or your change request is not getting created? Your script seems fine.

Re: Create automatically a change request from RITM

yasserbouat — Tue, 18 Mar 2025 14:56:49 GMT

@GopikaP thanks for your reply : the change request is not getting created !

Re: Create automatically a change request from RITM

Ankur Bawiskar — Tue, 18 Mar 2025 15:00:59 GMT

@yasserbouat

your script is fine.

Did you check variable names are correct?

Did you add log at each line and see which line is breaking?

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

Re: Create automatically a change request from RITM

KeerthiP — Tue, 18 Mar 2025 15:01:41 GMT

Hi,

I would really prefer a Flow Designer for this functionality or a UI action.

Can you try from flow?

Thanks,

Keerthi

Re: Create automatically a change request from RITM

Kieran Anson — Tue, 18 Mar 2025 15:19:55 GMT

Because of the data policies within change management, you're likely creating an invalid Change Record. Instead, use the provided ChangeRequest script include which will create a change record based on these enforced policies. It's also maintainable, as it future proofs against the possible migration to change models.

var newChangeGR = ChangeRequest.newChange( current.variables.model.getValue() ); newChangeGR.setValue('category' , current.variables.category.getValue() ); newChangeGR.setValue('short_description' , current.variables.short_description.getValue() ); newChangeGR.setValue('priority' , current.variables.priority.getValue() ); newChangeGR.insert();

Re: Create automatically a change request from RITM

yasserbouat — Tue, 18 Mar 2025 15:23:21 GMT

@Ankur Bawiskar you were right about variable names : some of theme has v_name (service => v_service ... ) : thanks very much