- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-06-2022 07:40 AM
Hi All,
We've been asked to create a ui action to close duplicate tickets in the incident table but when closed the advisor should be prompted to input the parent request ticket number if it's empty.
I've looked around and found various ways to do this but was hoping to seek advice here if someone has had something like this asked from their team?
I've tried using GlideModalV3 but honestly the documentation leaves much to be desired
Thanks all
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-09-2022 05:29 AM
so your final code will be like this
HTML:
<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<g:ui_form>
<g:evaluate var="jvar_sysid" expression="RP.getWindowProperties().get('sys_id')"/>
<input type="hidden" id="cancelled" name="cancelled" value="false"/>
<input type="hidden" id="incidentSysID" name="incidentSysID" value="${jvar_sysid}"/>
<table>
<tr>
<td id="label.parent request" class="label" nowrap="true" height="23px" type="string" choice="0"><span id="status." class="mandatory label_description" mandatory="true" oclass="mandatory">$[SP]</span><label for="parent request" onclick="" dir="">Parent Ticket:</label></td>
<td nowrap="true"><g:ui_reference name="parent_request" id="parent request" table="incident"/></td></tr>
</table>
<table width="100%" cellpadding="0" cellspacing="0">
<tr><td align="left" nowrap="true"><br /><g:dialog_buttons_ok_cancel ok="return validateForm();" cancel="return onCancel();"/></td></tr>
</table>
</g:ui_form>
</j:jelly>
Client Script:
function onCancel() {
var c = gel('cancelled');
c.value = "true";
GlideDialogWindow.get().destroy();
return false;
}
function validateForm() {
alert('inside validateform');
if (gel('parent_request').value == '') {
alert("${JS:gs.getMessage('Please input Parent Ticket')}");
return false;
}
else {
var sysId = gel('incidentSysID').value;
var parentValue = gel('parent_request').value;
var app = new GlideRecord("incident");
if(app.get(sysId)){
app.parent_request = parentValue;
app.incident_state = '7';
app.work_notes = "Closed as Duplicate";
app.close_code = "Duplicate Call";
app.close_notes = "Closed as Duplicate";
app.state = '7';
app.update();
}
window.open('/incident.do?sys_id='+sysId,'_self');
}
}
Regards
Ankur
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-06-2022 07:46 AM
hello
your exact requirement is documented here try this script which uses glide dialog window
https://servicenowguru.com/system-ui/glidedialogwindow-advanced-popups-ui-pages/
Hope this helps
Please mark my answer correct if this helps you
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-06-2022 07:55 AM
Hi Monhith,
Thanks for your reply.
I've seen this previously, if this is the best method i'll see if i can get it working.
Thank you
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-06-2022 08:00 AM
Hi,
you can use UI page based approach
There are numerous links available
what did you start with and where are you stuck?
Regards
Ankur
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-06-2022 08:06 AM
Hi Ankur,
I've tried a ui action that applies fixed values but doesn't prompt for parent request yet.
I created a new ui page and then set this code for my ui action....
var gm = new GlideModal('Add Parent Reference');
//Sets the dialog title
gm.setTitle('Show title');
gm.setPreference('table', 'incident');
gm.setPreference('parent_request', 'value');
//Opens the dialog
gm.render();
ui page details:
html:
<g:ui_form>
<input type="hidden" id="cancelled" name="cancelled" value="false"/>
<input type="hidden" id="incidentSysID" name="incidentSysID" value="$"/>
<table>
<tr>
<td id="label.parent request" class="label" nowrap="true" height="23px" type="string" choice="0"><span id="status." class="mandatory label_description" mandatory="true" oclass="mandatory">$[SP]</span><label for="parent request" onclick="" dir="">Parent Ticket:</label></td>
<td nowrap="true"><g:ui_reference name="location" id="parent request" table="incident"/></td></tr>
</table>
<table width="100%" cellpadding="0" cellspacing="0">
<tr><td align="left" nowrap="true"><br /><g:dialog_buttons_ok_cancel ok="return validateForm();" cancel="return onCancel();"/></td></tr>
</table>
</g:ui_form>
client script:
function onCancel() {
var c = gel('cancelled');
c.value = "true";
GlideDialogWindow.get().destroy();
return false;
}
function validateForm() {
if (gel('parent_request').value == '') {
alert("${JS:gs.getMessage('Please input Parent Ticket')}");
return false;
}
else {
return true;
}
}
When i test this it does show the correct box and i am able see the box and it does search the incident table
i'm not overly sure what i need to put in for processing script
Thank you