Auto Populate short description and description fields of a problem task from Template

[YamunaRaniK]

Hi Everyone,

I have a requirement to Auto populate Short description and Description fields of a Problem Task whose type is Risk Accepted (Like Root Cause Analysis) from a pre-defined template.

I tried using Business and Client script + script include but nothing is working as expected. 

I tried to query the fields of my template which is present in sys_template table in background script but nothing is coming as result.

Does anyone know the behavior of sys_template table, can anyone help me on this requirement.

Thanks in advance.

[Ankur Bawiskar · Accepted solution]

@YamunaRaniK 

I don't think it's a valid requirement to use script to set the fields when you can easily do this with templates.

But if you still require then you need to grab the encoded string from template, do string manipulation and then grab the short description and description and then set it

Something like this

var gr = new GlideRecord("sys_template");
gr.addQuery("name", "value");
gr.query();
if (gr.next()) {
    var input = gr.template.toString();

    var parts = input.split('^');
    var shortDescription = '';
    var description = '';
    for (var i = 0; i < parts.length; i++) {
        var keyValue = parts[i].split('=');
        if (keyValue[0] === 'short_description') {
            shortDescription = keyValue[1] || '';
        }
        if (keyValue[0] === 'description') {
            description = keyValue[1] || '';
        }
    }

    current.short_description = shortDescription;
    current.description = description;
}

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[Ankur Bawiskar]

@YamunaRaniK 

so when template is applied you want to Auto populate short description and Description?

why not set those in template itself?

what's your business requirement?

share screenshots etc

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[YamunaRaniK]

Hi @Ankur Bawiskar ,

Thanks for the response.

I am attaching the template I have created and the business rule which is written on problem_task table before insert. The background script that I tried to pull all the names of the sys_template returning some other table.

The Short description and description need to auto populate when a problem task is getting created.

Any suggestions on it will be very helpful.

[Ankur Bawiskar]

@YamunaRaniK 

you already have short description and description in template.

when you apply template those 2 fields are not getting auto-populated?

how are you applying the template? share screenshots.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @YamunaRaniK 

Template means to populate the preloaded values into the actual fields. If the template already has values, they get automatically mapped and copied to the corresponding fields when you apply the template. There’s no difference or additional logic needed around it — it’s all out of the box (OOTB).

https://youtu.be/cXbqLUnnfZQ