'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]

Hi,

please share your complete script

the below code is server side so you will have to use current object and set the values

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);
}

Regards
Ankur

[Vinay52]

Hey,

On Workspace Client Script

function onClick(g_form) {

g_form.setValue('state', 'closed_complete');
g_form.save();

}

[Ankur Bawiskar]

Hi,

this should work

Any issue faced?

Regards
Ankur

[Santosh37]

Hi, No, its not working. When Create Incident UI action clicked, it creates incident but Interaction state still shows "Work in Progress". Attached the screenshot. any thoughts on where is the issue? thanks