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

}

);

View solution in original post

ctsmith · ‎11-27-2017

Awesome! Nice job!

Special mention to my coworker jeffruzz who did the scripting for Connect/Collaborate when we ditched legacy chat.

kennetholesco · ‎11-21-2017

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

ctsmith · ‎11-21-2017

My above script is for a chat queue action that came with legacy chat. If you type in chat, you may see it if you're using Legacy.

We did have to make a change in location from the script I included above, though. We're testing out Jakarta, and we updated location to this:

location: chatinfo.location

//old value:

//u_incident_location: chatinfo.location

kennetholesco · ‎11-22-2017

Hi ctmath2,

No I cannot see that. Mine's from Collaborate > Administration > Actions

I tried the script below unfortunately it does not work

location: chatinfo.location

//old value:

//u_incident_location: chatinfo.location