Create a request from New call

[carlosromero]

i have done some research and have found out that New call uses "CallTypeChanged to Request" Business rule to pass some variables to the request form. I would like to pass okthe short description from new call to the request. i have tried to add the short descritpion to the URL in the business rule but not luck when the request is created as i doesnt pull the short description.

i would appreciate any help on this

[carlosromero]

u there?

[Sai Anna · Accepted solution]

Ok we have two predefined business rules involved here,

1.   CallTypeChanged to Request on New Call table ( This will send comments which have description in it, we need to add short description to comments variable)

Original:

var comments = "NEW_CALL_REF:"+current.sys_id+" "+current.description;

should be changed to

Modified:

var comments = "NEW_CALL_REF:"+current.sys_id+" "+current.description+"   SHORT_DESC "+ current.short_description;

2. Link back to the call that generated it on Request(sc_request)   table ( This will consume data sent by above business rule)

Original:

var full_text = current.special_instructions;

var call_id = full_text.substring(13,45); //Extract the call_id

var real_desc = full_text.substring(46,full_text.length);   //Extract the actual message

current.special_instructions = real_desc;

should be changed to

Modified:

var full_text = current.special_instructions;

var call_id = full_text.substring(13,45); //Extract the call_id

var indx = full_text.indexOf('SHORT_DESC');

var real_desc = full_text.substring(46,indx);

var s_desc = full_text.substring(indx,full_text.length);

current.short_description=s_desc;

current.special_instructions = real_desc;

Please add above modified code in place of original, it will bring short description from new call to request

P.S:   Hit like, Helpful or Correct depending on the impact of the response

Thanks,

Sai