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.

Parent Topic:Server API reference

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 id=“table_agv_xrd_gnb” class=“parameters”><thead><tr><th>

Name

</th><th>

Type

</th><th>

Description

</th></tr></thead><tbody><tr><td>

copyFields

</td><td>

Object

</td><td>

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.

</td></tr><tr><td>

copyFields.assignment_group

</td><td>

String

</td><td>

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.

</td></tr><tr><td>

copyFields.contact_type

</td><td>

String

</td><td>

Optional. Method by which the resource was initially reported.Possible values:

• chat

• email

• phone

• social

• web

Maximum length: 40

</td></tr><tr><td>

copyFields.description

</td><td>

String

</td><td>

Optional. Detailed description of the problem associated with the resource.Maximum length: 4,000

</td></tr><tr><td>

copyFields.opened_by

</td><td>

String

</td><td>

Optional. Sys_id of the person that initially opened the resource. Located in the User [sys_user] table.

</td></tr><tr><td>

copyFields.opened_for

</td><td>

String

</td><td>

Optional. Required for HR Service Delivery cases. The sys_id of the user for whom the resource was opened.

</td></tr><tr><td>

copyFields.priority

</td><td>

String

</td><td>

Optional. Priority of the resource. Specified as a number.Possible values:

• 1: Critical

• 2: High

• 3: Moderate

• 4: Low

Default: 3

</td></tr><tr><td>

copyFields.restricted

</td><td>

Boolean

</td><td>

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

</td></tr><tr><td>

copyFields.short_description

</td><td>

String

</td><td>

Concise description of the resource.Maximum length: 160

</td></tr></tbody> </table>|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;