UniversalRequestUtilsSNC - Scoped

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 6분

    • The UniversalRequestUtilsSNC API enables handling universal request life cycles. Provided as a script include record.

    This API requires the Universal Request (com.snc.universal_request) plugin and is provided within the sn_uni_req namespace.

    For information, refer to Universal Request.

    UniversalRequestUtilsSNC - createUniversalRequest(Object copyFields)

    Creates a universal request and returns the sys_id of the newly created universal request record.

    This method is called using the UniversalRequestUtils prototype in the sn_uni_req namespace. For example, sn_uni_req.UniversalRequestUtils().createUniversalRequest(<copyFields>).

    표 1. Parameters
    Name Type Description
    copyFields Object JSON object containing field names and values to set on a new record in the Universal Requests [universal_request] table.

    Provide details by field name and field value in the format { '<field_name>': '<field_value>' }. The following fields are considered the most useful details to assign to a primary ticket.

    
{
  'assignment_group': 'String',
  'assigned_to': 'String',
  'contact_type': 'String',
  'description': 'String',
  'opened_by': 'String',
  'opened_for': 'String',
  'priority': 'String',
  'restricted': Boolean,
  'short_description': 'String'
};

    Other fields not listed might be eligible for your use case. For a list of table fields and related fields in the system, view the Data dictionary tables.

    주:
    Do not include the primary_ticket or sys_id fields in the copyFields JSON object.
    copyFields.assignment_group String Optional. Sys_id of the group assigned to the resource.

    Default: Default assignment group is set per assignment rules.

    Table: Group [sys_user_group] table.
    copyFields.contact_type String Optional. Method by which the resource was initially reported.
    Possible values:
    • chat
    • email
    • phone
    • social
    • web

    Maximum length: 40
    copyFields.description String Optional. Detailed description of the problem associated with the resource.

    Maximum length: 4,000
    copyFields.opened_by String Optional. Sys_id of the person that initially opened the resource. Located in the User [sys_user] table.
    copyFields.opened_for String Optional. Required for HR Service Delivery cases. The sys_id of the user for whom the resource was opened.
    copyFields.priority String Optional. Priority of the resource. Specified as a number.
    Possible values:
    • 1: Critical
    • 2: High
    • 3: Moderate
    • 4: Low

    Default: 3
    copyFields.restricted Boolean

    Optional. Flag that indicates if the universal request has restricted access. Refer to Universal Request roles and groups.

    Valid values:
    • true: Universal request is only accessible to users with the sn_uni_req.sensitiveinfo_agent role. Users with this role have permissions to view sensitive information, such as payroll details.
    • false: Universal request access is unrestricted.

    Default: false
    copyFields.short_description String Concise description of the resource.

    Maximum length: 160
    표 2. Returns
    Type Description
    String Sys_id of the newly created universal request record.

    The following example shows how to set fields on a new universal request. In this use case, this code is added to the beginning of the Inbound Email Actions [sysevent_in_email_action] scoped Create HR Case script. If the case doesn't apply to HR, agents can transfer the case to the appropriate department.

    var copiedFields = {
  'opened_for': "<user_sys_id>",    
  'short_description': email.subject,
  'restricted': false,
  'priority': '1'
};

// createUniversalRequest() must be called to create the universal request prior to creating the child case

var ur = new sn_uni_req.UniversalRequestUtils().createUniversalRequest(copiedFields);
current.universal_request = ur;