Convert Incident to SCtask

[Gemma4]

Hi Everyone,

I am trying to be able to create a Request/sctask from the Incident form to allow technicians to convert the incidents to the proper ticket when a users submits incorrectly. I followed the steps below but all that is happening is a request is created but the fields are not getting converted and there are no worknotes added to the new request referencing the original incident. 

Below is a summary of what I've done:

UI Action

Client script

details attached

full details in Kb https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0694006

thanks in advance for any feedback you can provide!

Gemma

[AshishKM]

Hi @Gemma4 , 

You can add following line client script for work notes transfer.

g_form.setValue("work_notes", grINT.work_notes);

-Thanks,
AshishKMishra

[Gemma4]

Thank you @AshishKM . I added above but unfortunately the request simply gets created and none of the information from the incident is copied to the request. 

[Gemma4]

I think I got things finally working. Thanks all. However, I'm receiving the following error and was curious if anyone else has

Message

Exception (ReferenceError: "current_cart_item" is not defined. (sys_script.525595361be22110ecf1639b234bcbd4.condition; line 1)) occured while evaluating'Condition: current_cart_item!==null; Filter Condition: short_descriptionISEMPTY^EQ' in business rule 'Set Req Short Descrip By Catalog works' on sc_request: REQ0010414; skipping business rule

Below are the ui action details

I am having trouble adding a message to display the request number just created..

var url = 'https://dev173960.service-now.com/now/nav/ui/classic/params/target/sc_request.do%3Fsys_id%3D-1';
url = 'sc_request.do?sysparm_incident_id=' + current.sys_id;
action.setRedirectURL(url);
//action.setRedirectURL(current);
var incidentRequest = (new IncidentUtils()).createRequest(current);
gs.addInfoMessage(gs.getMessage("Request {0} was created", incidentRequest));
//gs.getMessage('Problem created from Interaction {0}', current.number));

//gs.addInfoMessage(gs.getMessage("Request {0} was created", current.number)));

//gs.addInfoMessage('Problem created from Interaction {0}', current.number));+

//gs.addInfoMessage(gs.getMessage("Request {current.number} was created", current.incidentRequest));
// gs.addInfoMessage(gs.Message("Defect {0} created",request.number));

current.state='7';
current.work_notes="Created REQ";
current.close_code='6';
current.close_notes="Created REQ";
current.update();

//////////var you_are_elle_path = 'sc_request.do?sysparm_incident_id=' + current.sys_id;
/////////action.setRedirectURL(you_are_elle_path);