Skip to main content

Copy a virtual agent chat transcript to the incident via agent workspace

 business rule will:

- add the transcript to the incident worknotes

- attach the transcript as a text file to the incident 


(function executeRule(current, previous /*null when async*/) { // This BR will only run for Incidents, so get the Sys ID and check that the record being inserted is an Incident var sDocId = current.getValue('document_id') || ""; var grIncident = new GlideRecord('incident'); if (grIncident.get(sDocId)) { // We have an Incident, so let's get the respective interaction record var sTranscript = current.interaction.transcript; var sTranscriptHeader = gs.getMessage("moj.interaction.transcript_header"); // Update the related Incident grIncident.work_notes = sTranscriptHeader + "\n\n" + sTranscript; grIncident.update(); // Add chat transcript as an attachment to the incident record addAsAttachment(grIncident, sTranscript); } function addAsAttachment(grRec, sTranscript) { var attachment = new global.Attachment(); attachment.write(grRec.getTableName(), grRec.getUniqueValue(), 'Chat Transcript.txt', 'text/xml', sTranscript); } // Cleanup grIncident = null; })(current, previous);


Popular posts from this blog

URL link in addInfoMessage

var ga=new GlideAjax('gld_HR_ajax'); ga.addParam('sysparm_name', 'checkEmployeeNumber_hrProfile'); ga.addParam('sysparm_hrprofilenumber', g_form.getValue('number')); ga.addParam('sysparm_employeenumber', newValue); ga.getXMLAnswer(function(answer) { if (answer!='undefined' && answer!=''){ var navURL="<a style='text-decoration:underline;color:blue'" + answer + ">" + answer + "</a><img width='3' src='images/s.gif'/>"; var sMsg='The employee number entered already exists on another HR Profile ' + navURL; //alert(sMsg); g_form.showErrorBox('employee_number', 'error - please check'); g_form.addInfoMessage(sMsg); } });

GlideRecord setValue

setValue(String name, Object value) Sets the specified field to the specified value. Normally a script would do a direct assignment, for example,  gr.category = value . However, if in a script the element name is a variable, then  gr.setValue(elementName, value)  can be used. When setting a value, ensure the data type of the field matches the data type of the value you enter. This method cannot be used on journal fields. If the value parameter is null, the record is not updated, and an error is not thrown!/api_doc?v=madrid&id=r_GlideRecord-setValue_String_Object