UniversalRequestUtilsSNC - Scoped

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>).

Table 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. Note: 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. Located in the Group [sys_user_group] table. Default: Default assignment group is set per assignment rules.
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

Table 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;