variables not populating on RITM

abhisek
Tera Contributor

‎06-17-2024 07:46 AM

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.
0 Helpfuls
  • 266 Views
2 REPLIES 2

Kieran Anson
Kilo Patron

‎06-17-2024 08:09 AM

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... 

0 Helpfuls

Kieran Anson
Kilo Patron
In response to Kieran Anson

‎06-17-2024 08:14 AM

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);
    },
0 Helpfuls