Here is an example of how we do it today:
The problem with this solution:
- It is a manual process where we have to create custom flows for each item
- There is something weird where comments are not always written to the case (Probably something to do with the whole parent thing)
- Does not support multiple languages in an easy way
- Now we just write everything in English but that makes a bad experience for customers that are using the portal with Norwegian as their selected language.
Dream scenario
- General flow that just takes comments on every question and customer input dynamically
- Example:
- Check what variables contain information
- Then comment on all the variables like this: Question: Customer input
- Example:
- It would also be nice if the question name that was commented on was in the language the user sees the form in. (Our agents speak and read both languages we use in our portal. Norwegian/English)
- Most of our customers prefer Norwegian but we have some international customers that need English.
Not sure if you were able to figure this out already, but for others, you can do this in 2 steps using the flow designer. Note that I used some scripting, but only to create the output string.
1) Create a new action in flow designer and use the following code:
Be sure to add an input variable as a reference to the RITM table (look at the image below to see an example), name in this script is 'requested_item', but you can use what you want. Also do the same with the outputs variable but make it a string.
(function execute(inputs, outputs) {
var req_record = inputs.requested_item;
var comment = 'Request Variables:';
for (key in req_record.variables) {
var v = req_record.variables[key];
comment += '\n' + v.getGlideObject().getQuestion().getLabel() + ": " + v.getDisplayValue();
}
outputs.variables_comment = comment;
})(inputs, outputs);
2) Add the action to a flow that is triggered by a service catalog, or where you do a lookup for a RITM.
Now that you've added your action into your flow, you'll have a variable that you can reuse across the board for any item. The nice thing about this is it can be easily added into any item, or simply any time a catalog or case is created. Much faster than manually adding every variable into a comment.
Hope this helps people, I had a hard time finding the perfect solution but this worked really well for me. 🙂
