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

[kennetholesco]

Hi ctmath2,

This is for Connect Chat.

After patch, auto-populate of location and assignment group has been removed/not working.

Here's the code I found

response.newRecord("incident",{
  short_description: conversation.document.short_description ||"",
  caller_id: conversation.document.opened_by

});

To give you a better idea, here's a screenshot

[ctsmith]

That's an out of the box Connect Action.   Are y'all using Connect or Legacy Chat?   If you type in chat in lefthand navigation, do you see actions module?

[kennetholesco]

I believe we are using the Connect Chat. here's what i see in the lefthand navigation.ctmath2

[ctsmith]

How about modifying the script you have a screenshot above to:

response.newRecord("incident", {

short_description: conversation.document.short_description || "",

caller_id: conversation.document.opened_by,

location: getLocation(conversation.document.opened_by)

});

function getLocation(user){

var myUserObject = gs.getUser();

myUserObject=myUserObject.getUserByID(user);

return myUserObject.getLocation();

}

[kennetholesco]

Hi Chris,

I appreciate your help on this. I was able to solve this with your guidance. See my script below:

response.newRecord("incident", {

                          short_description: conversation.document.short_description || "",

                          caller_id: conversation.document.opened_by,

                          contact_type : 'Chat',

                          assignment_group : 'a0c65f886f0ed200cc1d6592be3ee422',

                          location: conversation.document.opened_by.location

});