Auto assigned a ticket created in Virtual agent to a default group

[DeepanS]

Greeting,

How do i create a workflow in Virtual Agent designer, 
- when user comes to chatbot and request to create a self-service ticket related to hardware issue and that ticket need to be transferred to Local IT assignment group.

The ticket need to be transfer to Local IT assignment group based on user profile's location but in the chat we need to provide an option for user who are currently not at the profile's location.

If user selected not at current location, ticket need to be created to another default group

User require to fill in ;

contact number

description of the issue
screenshot : optional

available time

How do i design this work flow in VA designer.

please help

[Sujatha V M]

@DeepanS  I tried to replicate your issue and below is the guideline for further configurations. 

1. Getting the inputs of Contact Number, Description and the Confirmation on location tagged to the user profile.

2. If the current location is "Yes", retrieve the user location from the "User" table and the managed by group from "Location" table. So the incident is created and assigned to the "Service Desk - L1" (i.e., automatic routing to local IT)

Note: "Managed by group" details needs to be filled without fail else the ticket will stranded. In that case you can enhance the flow to validate before proceeding further. 

Create a script variable to capture the managed by details : vaVars.managed_by [used in below script]

Script of node : Retrieve user location and managed by

(function execute() {
    /* Code your scripted action here. For example, you might update a
       record based on conditional logic: */
    var details;
    var user_loc = new GlideRecord('sys_user');
    user_loc.addQuery('sys_id', vaInputs.user);
    user_loc.query();
    while(user_loc.next()){
        details = user_loc.getValue('location');
    } 

     var managedByGrp = new GlideRecord('cmn_location');
    managedByGrp.addQuery('sys_id', details);
    managedByGrp.query();
    while(managedByGrp.next()){
        vaVars.managed_by = managedByGrp.getValue('managed_by_group');
        return vaVars.managed_by;
    }        
})()

Creation of the record utility: 

Result : Use card entity to display the incident details

3. If the current location is "No", create an incident and set it to a default group (i.e., Hardware for testing)

Creation of the record utility: 

Result : Use card entity to display the incident details

Please mark this as helpful and "Accept" it as a solution if this resolves your query.

Thanks,

Sujatha V.M.