Copy Attachment from RITM to SC Task on request submit and updates from portal.

[Kiran Patil3]

Hi

I want to copy attachment from RITM to SC Task. There are two scenario

• Attachment attached while submitting the request
• Attachment attached by end user from portal (Updates to RITM).

I have below AFTER BR on insert and it is working fine but not in all scenario:

1. Below BR is not working if attachment is attached while submitting the request.
2. If User attached 2nd attachment, it copy all attachment to SC Task (On updates). As of now, I am cleaning existing attachment and copy all once again to SC Task but it changes timestamp of the Attachments

Any suggestion, specially on point 1.

-----------------------------------------------------------------------------------------------------------------------------------------------

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

{
var gr = new GlideRecord('sc_task');
gr.addQuery('request_item' , current.table_sys_id);
gr.query();
//gs.log("row count: "+ gr.getRowCount(),"test");
if(gr.next())
{
var at = new GlideRecord('sys_attachment');
at.addQuery('table_sys_id', gr.sys_id);
at.deleteMultiple();
GlideSysAttachment.copy('sc_req_item', gr.request_item, 'sc_task', gr.sys_id);
}
}
})(current, previous);

[Michael Ritchie]

I would strongly suggest you not to copy the attachments because

1. Bloats database with copied attachments

2. If the attachment is updated on either side, it doesn't reflect on the other

The best way to accomplish this is to query/show the attachments for the parent sc_req_item instead.  This way the task is showing the same attachments.  If your fulfillers are using the standard browser platform UI, you can create a Defined Related List to show the related attachments:

https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/administer/form-administrat...

[Kiran Patil3]

Hi Michael

Thanks for reply.

We want to copy attachment only for specific catalog item and one task. I have removed specific condition in code but its limited to one task only. The reason, we need it because these attachments are sent to enbonded system via integration. Integration is specific to task, we had to copy attachment from RITM TO SC Task.

[Michael Ritchie]

Even for an ebond you could navigate up to the parent to get the attachments versus copying.  Another option is to move them versus copy - you would just update the sys_attachment record with the table and sysid of the record.

Otherwise to solve the issue you will need to loop through the sc_req_item attachment and collect metadata about them like filename, size, etc and then loop through the attachments on the sc_task and compare.  If the attachment exists then don't copy, if not, copy.

The challenge you will face is what if the attachment was edited on one side, how will you know to update or if its a new and separate file of the same name.  This is tricky which is why keeping them in one place vs copy simplifies this.

[Kiran Patil3]

Hi Michael

Thanks for your reply.

Yes, that was the natural option to get attachment from parent ticket (RITM) but ebond system do not want it to query parent. They have some business reason for this. So, we left with copying attachment to SC Task.

I am not much worried about duplicate attachments but main issue we are facing is to copy attachment when request is submitted. Attachments are getting carried to SCTask only when user attach document after request submission.

We want to move those attachment too which are attached while submitting the request.

Anything wrong with above BR? Any suggestion.