'Create Incident' UI action in Interaction form (Agent Workspace UI)

[Vinay52]

Hi, When Incident ticket gets created from the Interaction record with "Create Incident" UI action or associate existing record using "Associate Record" UI action - Would want to update the "state" of Interaction to "Closed Complete" 

OOB script is:

if(current.update()){
var inc = new GlideRecord("incident");
inc.initialize();
inc.caller_id = current.opened_for;
inc.short_description = current.short_description;
action.openGlideRecord(inc);
}

Should this be done by using any of this? current.state="closed_complete" or g_form.setValue(state,"closed_complete") 

I tried both but it did't work. 

I have also added Interaction field in Incident form layout under related record section. How do I update the "related record" in Incident form to update the Interaction number once it gets created from Interaction record. Thanks 

[Ankur Bawiskar · Accepted solution]

Hi,

this worked well for me

In Server Side Script

if(current.update()){
    var inc = new GlideRecord("incident");
    inc.initialize();
    inc.caller_id = current.opened_for;
    inc.short_description = current.short_description;
    
    current.setValue('state', 'closed_complete');
    current.update();
    
    action.openGlideRecord(inc);
}

Regards
Ankur

[Vinay52]

This worked fine, Thanks

How do I add the Interaction number from which incident generated in Related record when same UI action clicked? 

[Ankur Bawiskar]

Hi,

something like this

if(current.update()){
    var inc = new GlideRecord("incident");
    inc.initialize();
    inc.caller_id = current.opened_for;
    inc.short_description = current.short_description;
    

   inc.interaction_field = current.sys_id; // use the proper field

current.setValue('state', 'closed_complete');
    current.update();
    
    action.openGlideRecord(inc);
}

Regards
Ankur