Copy transcript from the interaction to the Incident - Agent workspace/Agent chat

[MR1]

The below BR is working as expected but it's copying the transcription twice in the work notes of the incident.

We want copy the chat transcript from the interaction record to comments field of the related incident .

We have written an After BR on interaction table

Condition : Transcript is not empty

(function executeRule(current, previous /*null when async*/ ) {

var inc = new GlideRecord('interaction_related_record');
inc.addQuery('interaction', current.sys_id);
inc.addQuery('document_table', 'incident');
inc.addQuery('type', 'task');
inc.query();
while (inc.next()) {

var incident = new GlideRecord('incident');
incident.addQuery('sys_id', inc.document_id);
incident.query();
while (incident.next()) {
incident.comments = current.transcript.toString();
incident.update();

}
}

})(current, previous);

[Anil Lande]

Hi,

Please try below:

(function executeRule(current, previous /*null when async*/ ) {

var inc = new GlideRecord('interaction_related_record');
inc.addQuery('interaction', current.sys_id);
inc.addQuery('document_table', 'incident');
inc.addQuery('type', 'task');
inc.query();
if (inc.next()) {
var incident = new GlideRecord('incident');
incident.addQuery('sys_id', inc.document_id);
incident.query();
if(incident.next()) {
incident.comments = current.transcript.toString();
incident.update();

}
}

})(current, previous);

[MR1]

Unfortunately, it didn't help me yet

[Anil Lande]

Hi,

Please make sure you have added proper condition on your BR so that it will not execute multiple times.

(function executeRule(current, previous /*null when async*/ ) {
gs.info('AAAAA - Running my BR');   // add logs to track your br Execution
var inc = new GlideRecord('interaction_related_record');
inc.addQuery('interaction', current.sys_id);
inc.addQuery('document_table', 'incident');
inc.addQuery('type', 'task');
inc.query();
if (inc.next()) {
var incident = new GlideRecord('incident');
incident.addQuery('sys_id', inc.document_id);
incident.query();
if(incident.next()) {
incident.comments = current.transcript.toString();
incident.update();

}
}

})(current, previous);

added log in BR, it should come only once.

you can put more logs to debug your script?

can you please help us understand what is your usecase? when exactly you want to update comments?

[MR1]

I tried with logs and it didn't help. In my case when Interaction is closed completed then I want to update the incident with interaction transcripts

Kindly find the conditions below

Thanks