Duplicate a service request ticket

sujithanagaraju · ‎10-12-2016

Is there any way to easily duplicate an service request REQ ticket, including the attachments?

We are using helsinki.

Can any one help us on this?

Thanks,

Sujitha

fkhan · ‎10-12-2016

Hi Sujitha,

Try using Ui action:

Name:Duplicate Request

Action name:duplicate_request //this name is using in script so if u change this name then u need to change in script also

Show Update: True

Client:True

Form Button:True

Onclick: runClientCode()

Script:

function runClientCode(){

var answer1 = confirm("Are you sure you want to create duplicate request? ");

if (answer1 == false) {

return false;

}

gsftSubmit(null, g_form.getFormElement(), 'duplicate_request');

}

if(typeof window == 'undefined')

runBusRuleCode();

function runBusRuleCode(){

var sys_id=current.sys_id;

var req = new GlideRecord("sc_request");

req.initialize();

req.short_description = current.short_description;

req.description='Dupplicate Requset' ;

req.requested_for=current.requested_for;

//add more action

req.insert();

var gl=new GlideRecord("sys_attachment");

gl.addQuery('table_sys_id',sys_id);

gl.query();

while(gl.next()){

var table=gl.table_name;

var File=gl.file_name;

var content=gl.content_type;

var attach=new GlideRecord('sys_attachment');

attach.intialize();

attach.table_name=table;

attach.file_name=File;

attach.content_type=content;

attach.table_sys_id=req.sys_id;

attach.insert();

}

//current.deleteRecord();

gs.addInfoMessage("Request " + req.number + " created");

action.setRedirectURL(req);

action.setReturnURL(current);

}

Let me know if it resolves your issue.

PS:Mark helpful or correct if this solves your issue.

Thanks,

farukh

View solution in original post

Inactive_Us1474 · ‎10-12-2016

//Here you go. This case would apply if you need it for one request. //As per your use case, add the fields which needs to be copied. //If required to copy attachment from item/sc_task table add more attachment statements. var req=new GlideRecord('sc_request'); req.addQuery('number','REQ0010013'); req.query(); if(req.next()) { var req1= new GlideRecord('sc_request'); req1.initialize(); req1.number= "REQ0010055"; req1.insert(); var req2= new GlideRecord('sc_req_item'); req2.intialize(); req2.number= "RITM0010055"; req2.request=req1.sys_id; req2.insert(); var req3= new GlideRecord('sc_task'); req3.initialize(); req3.number= "TASK0010055"; req3.request_item=req2.sys_id; req3.insert(); GlideSysAttachment.copy('sc_request', req.sys_id , 'sc_request', req1.sys_id); } Hope it helps.

drjohnchun · ‎10-12-2016

This should give you a good starting point - the script also copies attachments:

'Copy' UI action for Change requests (Part 2!)

Please feel free to connect, follow, mark helpful, like, endorse.

John Chun, PhD PMP

sujithanagaraju · ‎10-12-2016

Thanks for evryone

sujithanagaraju · ‎10-21-2016

Hi Everyone,

Can any one guide us how to display the duplicate ticket number in the original ticket so that user can understand which is the duplicate one & viceversa?

Thanks,

Sujitha