variables not populating on RITM

[abhisek]

Script Include:

*************************************************************************************

var RequestUtil = Class.create();

RequestUtil.prototype = {

    initialize: function() {},

    createRequestFromIncident: function(incidentId, catalogItemId) {

        var incident = new GlideRecord('incident');

        if (!incident.get(incidentId)) {

            gs.error('Invalid incident ID: ' + incidentId);

            return null;

        }

        var request = new GlideRecord('sc_request');

        request.initialize();

        request.requested_for = gs.getUserID();

        request.requested_by = gs.getUserID();

        request.short_description = 'Request from Incident ' + incident.number;

        request.source = 'incident';

        var requestId = request.insert();

        if (requestId) {

            var ritm = new GlideRecord('sc_req_item');

            ritm.initialize();

            ritm.request = requestId;

            ritm.cat_item = catalogItemId;

            ritm.short_description = 'Request Item from Incident ' + incident.number;

            var ritmId = ritm.insert();

            if (ritmId) {

                // Add variable values

                this.addVariableToRITM(ritmId, catalogItemId, 'request_summary', incident.short_description);

                this.addVariableToRITM(ritmId, catalogItemId, 'request_description', incident.description);

                this.addVariableToRITM(ritmId, catalogItemId, 'request_urgency', incident.urgency);

                gs.info('Variables populated successfully.');

                return requestId;

            }

        }

        return null;

    },

    // Helper function to add variable to RITM

    addVariableToRITM: function(ritmId, catalogItemId, variableName, value) {

        var itemOption = new GlideRecord('item_option_new');

        itemOption.addQuery('cat_item', catalogItemId);

        itemOption.addQuery('name', variableName);

        itemOption.query();

        if (itemOption.next()) {

            var itemVariable = new GlideRecord('sc_item_option_mtom');

            itemVariable.initialize();

            itemVariable.request_item = ritmId;

            itemVariable.sc_item_option = itemOption.sys_id;

            itemVariable.value = value;

            itemVariable.insert();

            gs.info('Variable ' + variableName + ' inserted with value: ' + value);

        } else {

            gs.error('Variable not found: ' + variableName);

        }

    },

    type: 'RequestUtil'

};

********************************************************************************

Servrer Side UI Action Script:

**********************************************************

(function executeAction() {

    if (current.isNewRecord()) {

        gs.addErrorMessage('Save the incident before converting.');

        return;

    }

    var catalogItemId = 'sys_id of the catalog item';

    var requestUtil = new global.RequestUtil();

    var requestId = requestUtil.createRequestFromIncident(current.sys_id, catalogItemId);

    if (requestId) {

        gs.addInfoMessage('Request created: ' + requestId);

        action.setRedirectURL('/sc_request.do?sys_id=' + requestId);

    } else {

        gs.addErrorMessage('Failed to create request.');

    }

})();

*******************************************************************************************************

The catalog item and the script include in Global Scope, but the UI Action Script is in Service Operation Workspace application Scope.

By using the above script include and server-side UI Action script I am able to create a request and RITM from incident. Those 3 variables 'request_summary', request_description' and 'request_urgency' values are showing in the logs but these 3 variables are not even populating on the RITM while creating the RITM from Incident.

Can anyone please help me out ASAP as it is very urgent.

Thanks&Regards,

Abhisek Chattaraj.

[Kieran Anson]

Hi Abhisek,

Rather than creating records directly in the request management tables ( not recommended) use the CartJS API https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/server/sn_sc-namespace/c_CartJS... 

[Kieran Anson]

For example, your script could become the following which is far more manageable 

createRequestFromIncident: function(incidentId, catalogItemId) {
        var incident = new GlideRecord('incident');
        if (!incident.get(incidentId)) {
            gs.error('Invalid incident ID: ' + incidentId);
            return null;
        }

        var cart = new sn_sc.CartJS();
        var request = {
            'sysparm_id': catalogItemId,
            'sysparm_quantity': '1',
            'variables': {
				'request_summary' : incident.getValue('short_description'),
				'request_description' : incident.getValue('description'),
				'request_urgency' : incident.getValue('urgency')
            }
        };
		
        var cartDetails = cart.orderNow(request);
        gs.info(cartDetails);
    },