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 · Accepted solution]

Hi,

I believe you need to change the when to run condition.

It will make sure to run BR only when interaction is closed. At this moment your Business rule is running every time when the transcript changes.

[suriya1]

The below BR is working as expected but it's copying the transcription thrice in the work notes of the incident. Did your issue fixed? Did you added anu condition over here?

[suriya1]

Hello @MR1 

Did your issue fixed?

[Simran Gadodiya]

Hello @MR1 

Any updates on this?

Thanks

[sunitha _]

what is inc.document_id can i know which field its refering.