Chat Incident Auto Populate

ctsmith · ‎03-18-2016

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

ctsmith · ‎03-28-2016

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

}

);

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kennetholesco · ‎11-20-2017

Hi,

I have similar issue right now. After patch, location does not automatically populating. How can I check or update the script above? Or I mean, how can I get there? Thanks!

ctsmith · ‎11-21-2017

Hmmm... which version and patch of SN are you on? Chat has been deprecated, and I wonder if something else was introduced that interferes with your script. Or it could be something else since I would think all or none of it would work.

Are you using g_chat.getChatQueueUser() to get the user object? Can you pass on your code?

We've moved away from Chat and use Connect now, but hopefully I can help!

Chris

Travers M · ‎11-21-2017

This is sort of off topic, but we may be doing away with our chat entirely as it just doesn't seem like it's used enough to warrant a jump to the Connect Chat. Was your transition smooth or did it turn into a resource intensive project?

ctsmith · ‎11-21-2017

I'd say a little from column A, a little from column B. I developed out chat on our instance and our new dev came in and took over for Connect. It was his first dev project with ServiceNow (though very experienced developer and programmer on just about every other technology), and it did take a lot of resource time for him being newer to the system and the testers pointing out a lot "defects" along the way. That being said, it was only him, and there were no significant delays, so a bit resource intensive (though only requiring a single developer), but still a smooth rollout. Chat and now Connect were/are heavily used and well received on our end--there was heavy demand for the interface for us, so a must-have.

Travers M · ‎11-21-2017

Thanks for that feedback and input. As far as resources go, our access here is myself and another person and we really aren't true developers in that sense. There are times we're expected to be and can do enough to get ourselves into trouble but we end up figuring our way out of it. We had a consultant originally for the implementation of chat and it was handed to us completed and we had no part in configuration so I'm not sure the handful of chats we get in any given month would warrant the effort.

Thanks again for the honest answer, it's much appreciated.