***** Article Updated to work with latest versions of ServiceNow *****

So you've got a nice shiny new portal and customers are loving the new Service Catalog. Then the inevitable happens, requests start coming in for issues that need to be treated as incidents.

In this post, I will show you how to create a custom ui action, to cancel the original RITM, copy variables, attachments and customer comments to a newly created Incident.

Create Custom UI Action

1. Navigate to System Definition > UI Actions.
2. Click New.
3. Complete UI Action with the following details.
4. Click "Save" and you're done.

UI Action Fields

UI action fields	Value
Name:	Convert to Incident
Table:	Requested Item [sc_req_item]
Form context menu:	true (ticked)
Hint:	Closes RITM and Creates Incident
Condition:	(current.active == true) && gs.hasRole("itil")

UI Action Script

/* Construct RITM Links
-----------------------------------------------------------------------------------------------------------------------*/

var ritmTable = current.getTableName();
var ritmSysID = current.getUniqueValue();
var ritmNum = current.getValue('number');

//SERVICE PORTAL: construct a link to the original RITM for inclusion in the customer comments of the incident.
var spRITMLink = spLink(ritmTable,ritmSysID,ritmNum);

//PLATFORM: construct a link to the parent RITM that itil users can use to navigate from the newly created incident.
var platformRITMLink = platformLink(ritmTable,ritmSysID,ritmNum);

/* Construct comments and work notes
-----------------------------------------------------------------------------------------------------------------------*/
var comments = '[code]Incident created from ' + spRITMLink + '<br><br>';

comments += '<strong>Catalog Item Information:</strong><br>';
comments += '<table>';

//Query RITM variables, utilising the variable label and displayValue to build a table.
var vars = current.variables.getElements();
for (var i = 0; i < vars.length; i++){
    var question = vars[i].getQuestion();
    comments += '<tr><td>' + question.getLabel() + ':</td><td>' + question.getDisplayValue() + '</td></tr>';
}
comments += '</table>[/code]';

//include customer comments from the RITM (-1 returns all journal entries for specified journal field)
var ritmComments = current.comments.getJournalEntry(-1);

if (JSUtil.notNil(ritmComments)) {

    comments += '[code]<br><br><strong>Customer comments from ' + ritmNum + '</strong><br>[/code]';
    comments += ritmComments;
}

var workNotes = 'Link to [code]' + platformRITMLink + '[/code] from within ServiceNow.';

/* Ascertain the Assignment Group
-----------------------------------------------------------------------------------------------------------------------*/
var assignmentGroup = getAssignmentGroup(ritmSysID);

/* Create Incident
-----------------------------------------------------------------------------------------------------------------------*/
var inc = new GlideRecord("incident");

inc.caller_id = current.request.requested_for;
inc.assignment_group = assignmentGroup;
inc.short_description = current.short_description;
inc.cmdb_ci = current.cmdb_ci;
inc.impact = current.impact;
inc.urgency = current.urgency;
inc.priority = current.priority;
inc.company = current.company;
inc.sys_domain = current.sys_domain;
inc.comments = comments;
inc.work_notes = workNotes;
inc.parent = ritmSysID;

var incSysID = inc.insert();

var incTable = inc.getTableName();
var incNum = inc.getValue('number');

/* Copy attachments to Incident
-----------------------------------------------------------------------------------------------------------------------*/

//copy any RITM attachments to the newly created incident
GlideSysAttachment.copy(ritmTable, ritmSysID, incTable, incSysID);

/* Construct Incident Links
-----------------------------------------------------------------------------------------------------------------------*/

//SERVICE PORTAL: construct a link to the Incident for inclusion in the customer comments of the RITM.
var spIncLink = spLink(incTable,incSysID,incNum);

//PLATFORM: construct a link to the Incident that itil users can use to navigate from the parent RITM in platform.
var platformIncLink = platformLink(incTable,incSysID,incNum);

/* Update comments and work notes
-----------------------------------------------------------------------------------------------------------------------*/
current.comments = 'RITM converted to [code]' + spIncLink + '[/code]. Please use this reference from now on.';
current.work_notes = 'Link to [code]' + platformIncLink + '[/code] from within ServiceNow.';

/* Close RITM as "Closed Incomplete"
-----------------------------------------------------------------------------------------------------------------------*/
current.setValue('state', '4');
current.setValue('stage', 'Request Cancelled');
current.setValue('active', 'false');

var mySysID = current.update();

gs.addInfoMessage(gs.getMessage("Incident {0} created", incNum));

action.setRedirectURL(inc);
action.setReturnURL(current);

/* Link builders
-----------------------------------------------------------------------------------------------------------------------*/
function spLink(table,sysID,num){

    var link = '<a title="Service Portal Link" href="?id=ticket&table=' + table + '&sys_id=' + sysID + '">' + num + '</a>';

    return link;
}

function platformLink(table,sysID,num){

    var link = '<a title="Platform Link" href="' + table + '.do?sys_id=' + sysID + '">' + num + '</a>';

    return link;
}

/* Locate the last assignment group
-----------------------------------------------------------------------------------------------------------------------*/
function getAssignmentGroup(ritmSysID) {
    /* Return all active tasks relating to RITM ordered by newest task first i.e. last created ticket. */

    var tskGrp = new GlideRecord('sc_task');
    tskGrp.addActiveQuery();
    tskGrp.addQuery('request_item', ritmSysID);
    tskGrp.orderByDesc('number');
    tskGrp.orderByDesc('sys_created_on');
    tskGrp.query();

    var assignmentGroup = '';

    if(tskGrp.next()) {

        //set the assignment group to the last generated active task's assignment group
        assignmentGroup = tskGrp.getValue('assignment_group');
    }
    else {
        /* Default to the Service Desk if a assignment group cannot be found */
        //NOTE: This is a custom system property, containing the group sys_id for your service desk
        //You will need to create it in sys_poperties if you want to fall back to your service desk

        assignmentGroup = gs.getProperty('sc.service_desk');  
    }
    return assignmentGroup;
}

1. Navigate to Service Catalog > Items.
2. Select active RITM.
3. Right Click on Header.
4. Select Convert to Incident.
5. You will be redirected to the new Incident.