UI Action Prompt for User input

[Sam Motley]

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 

[Sam Motley]

Thanks @Ankur Bawiskar i really appreciate your help with this

so it looks like from the alert debugging the issue lies with the value for sysId

it doesn't appear to be pulling through the sys_id from the original ticket 

the parent_request value is passing correctly and i've tested adding the parent_request value to the end of the window.open and this did open the ticket i was trying to add to the field so it is picking up the correct parent_request it just seems to not be picking up the sys_id from the ticket opened on 

I've noticed this strange bug where the type and item values are changing after the the process has completed....the values are the sysid of the ticket being viewed 

[Ankur Bawiskar]

Hi,

so it means the sys_id of the record from where the button was clicked is not sent correctly or fetched correctly

Did you update the UI action code as per what I said?

UI Action:

function commentsDialog() {
	var gm = new GlideModal('Add Parent Reference');
	gm.setTitle('Show title');
	gm.setPreference('sys_id', g_form.getUniqueValue());
	gm.render();
}

Small update in 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().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>

Regards
Ankur

[Sam Motley]

Hi @Ankur Bawiskar 

yeah i've checked through the code to confirm i've not missed anything you've advised and have added your amendment for .sys_id in the html but still the same thing.

[Sam Motley]

@Ankur Bawiskar i have made some progress off the back of your suggestions 

EDIT: the sysid being populated is for the ui page not the ticket ref 😞 

======

i replaced 

<g:evaluate var="jvar_sysid" expression="RP.getWindowProperties().sys_id"/>

with 

<g:evaluate var="jvar_sysid" expression ="RP.getParameterValue('sys_id')" />

just one last thing now where the parent request field is still not populating on the ticket 

Thanks for your help with this so far wouldn't of managed any of this without your help 🙂 

[Sam Motley]

Hi @Ankur Bawiskar 

Looks like it's working after tweaking the html to the following: 

<?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>

ironically it was yourself that provided that answer in this ticket 

https://community.servicenow.com/community?id=community_question&sys_id=15849da8db4c885023f4a345ca96190b

=============

i just have some really weird things happening now if you have any idea? 

when i use this function now the parent request does populate in the correct field in a new window however the previous window remains on the ui page

I've tried to get around this by amending the final line of client script with 

"action.SetRedirectURL('https://"instance here".service-now.com/incident.do?sys_id='+ sysId);"

But still ui page loads

and for some reason fields are auto populating where they are empty before is very strange