Chat Incident Auto Populate

[ctsmith]

When an incident is created from chat, it does not auto populate the first name, middle name, and last name (it only populates the caller_id) of an incident as it normally would when an incident is created by other means aside from a chat session.   It seems g_chat is limited in what it can do.   Is there a way to add the first/middle/last names from the chat action for creating an incident from chat?

Thanks!

Chris

[Travers M]

If you look at your chat actions and choose "create Incident from Chat" you can edit that to populate fields.   We left the oob version alone and made a new one to tinker with.     I remember running into all sorts of hang ups with it though.

For the OnClick Action Script, this info was added

var theChatID = [];

var theQIDString = g_chat.getProperty(LiveGUI.WIN_PROP_QUEUE_JID);

theChatID = theQIDString.split('.');

var grChat = new GlideRecord("chat_queue");

var theQueue = theChatQueue();

g_chat.fire(LiveEvents.WINDOW_CREATE_DOCUMENT,

  'incident',

  {

      caller_id : g_chat.getChatQueueUser(),

      short_description: g_chat.getProperty('short_description'),

  contact_type: 'Chat',

  assignment_group: theQueue.u_inc_assignment_group

  }

);

function theChatQueue(){

grChat.addQuery("sys_id",theChatID[1]);

grChat.query();

if (grChat.next()) {

return grChat;

}

That populates the requester, Short description, contact type and assignment group for the incident.   You could add lines that would populate other fields accordingly.

[ctsmith]

Thanks, Travers.   I saw a thread where a similar script was written to access the assignment group off a chat to create an incident.   But theQueue doesn't have any reference to the customer's name.   Plus, any of the other liveGui chat commands Chat helpful API (g_chat,Live events methods) don't seem to offer a way to access the first and last names of the customer--only the displayed caller_id.   I should also add I'm quite new to this, so I may be missing something right in front of me 😕

Thanks again!

Chris

[ctsmith]

I may be way off on this, but I tried to pull in email and had no luck:

var theChatID = [];

var theQIDString = g_chat.getProperty(LiveGUI.WIN_PROP_CHAT_QUEUE_USER);

theChatID = theQIDString.split('.');

var grChat = new GlideRecord('User');

var theQueue = theChatQueue();

g_chat.fire(LiveEvents.WINDOW_CREATE_DOCUMENT,

  'incident',

  {

      caller_id : g_chat.getChatQueueUser(),

      short_description: g_chat.getProperty('short_description'),

      u_reported_source: 'Chat',

  state: '2',

  incident_state: '0',

  u_email_address: theQueue.email

}

);

function theChatQueue(){

grChat.addQuery("sys_id",theChatID[1]);

grChat.query();

if (grChat.next()) {

return grChat;

}

}

----------------------------------

I get the error:

Error running context menu action: TypeError: undefined is not an object (evaluating 'theQueue.email')

[ctsmith · Accepted solution]

This was able to pull out the necessary information just by querying on the sys_user table:

var chatinfo = new GlideRecord ("sys_user");

  chatinfo.get(g_chat.getChatQueueUser());

g_chat.fire(LiveEvents.WINDOW_CREATE_DOCUMENT,

  'incident',

  {

      caller_id : g_chat.getChatQueueUser(),

      short_description: g_chat.getProperty('short_description'),

      u_reported_source: 'Chat',

  state: '2',

  incident_state: '0',

  u_email_address: chatinfo.email,

  u_phone_number: chatinfo.phone,

  u_incident_location: chatinfo.location

}

);