How do I map field values from a parent ticket to a new child ticket?

Tyler Michals · ‎02-29-2016

When I create a new child ticket, I would like some field values from the parent ticket to automatically be populated into the child ticket. How do I achieve this?

HugoFirst · ‎03-01-2016

Here is a script from a UI Action which creates a change request from an incident.

It will guide you through the main points of what you want to do.

var change = new GlideRecord("change_request");
//change.short_description = current.short_description;
//change.description = current.description;
change.cmdb_ci = current.cmdb_ci;
change.priority = current.priority;
var sysID = change.insert();

var mySysID = current.update();

gs.addInfoMessage("Change " + change.number + " created");

var new_relationship = new GlideRecord('task_rel_task');
new_relationship.type = 'd798ba000a2581020048305ef5287403'; //use the sys_id of the relationship type from your instance here
new_relationship.parent = current.sys_id;
new_relationship.child = sysID;
new_relationship.insert();

action.setRedirectURL(change);
action.setReturnURL(current);

View solution in original post

HugoFirst · ‎03-01-2016

You don't say if x_audi2_clm_table extends the task table, but if it does, you could set the parent field in the clm object to the current.sys_id.

Tyler Michals · ‎03-01-2016

That worked! Thanks Steve.

Naga Surendra 1 · ‎03-01-2016

HI tmichals,

Try with this code:

Table: Incident

When: display

Advanced: true

Condition: current.isNewRecord() && !current.parent_incident.nil()

Script:

current.cmdb_ci = current.parent_incident.cmdb_ci;

current.category = current.parent_incident.category;

current.subcategory = current.parent_incident.subcategory;

current.contact_type = current.parent_incident.contact_type;

var comments = current.parent_incident.comments.getJournalEntry(-1);

var cmts = comments.split("(Additional comments)\n");

current.comments = cmts[cmts.length-1];