Populate Short Description on Interaction record

[NS16]

Hi Experts,
Requirement: I would like to populate a short description on the Interaction record with 1st message/text entered by the end user.

How can I achieve this requirement? Or an alternative solution I can propose?

I found the below community link, but it is not solving my requirement. (Utterances are not populating in the interaction logs related list)

https://community.servicenow.com/community?id=community_question&sys_id=cf6ec2ae1b806810d2ccea89bd4bcb95

Thanks,
NS

[Musab Rasheed]

Hello,

There is 'Transcript' field on Interaction form , see if you can utilize this and populate using BR. ?

Please hit like and mark my response as correct if that helps

Regards

[NS16]

Thanks, I am using that field to populate Short Description.

I wrote after updating BR that below is my code, but now how can I put 1st message in the SD?

 var internal_transcript = current.internal_transcript;
           var workArr = internal_transcript.split(':');
    for (var j = 0; j < workArr.length; j++) {
        var str = workArr[j];
          }

I am slipting arr by : but now how can I put thanks message in the short description,

Below is conversation between agent(John) and end-user(Beth)

[22:07] Virtual Agent: Please stand by while I connect you to a live agent.
[22:08] system: Agent has entered the chat.
[22:08] John Jason: Thank you for contacting support. I am looking into your question now and will be with you shortly.
[22:08] John Jason: Hi
[22:08] Beth Anglin: thanks
[22:08] system: Agent has closed the support session.
[22:09] Virtual Agent: Thank you for using our support chat.

[shravani191]

@NS16 Is this problem of yours resolved yet ? I'm kind of struck with the similar situation.

Is it possible to get run time input of users first comment into the short description of interaction record, even before its closed and transcript is generated.