How to Identify Agent chat is active or inactive in VA?

[Community Alums]

Hi All,

We have a 'create incident' UI action on the Interaction table and its OOB.

Whenever a Live agent chat is initiated then automatically Interaction record will get created after accepting the chat request.

When Agent click on "Create Incident" UI Action, then it will create an incident and interaction will remain in the same state but my requirement is

If Live chat is not present for that interaction means, I want to close the interaction after clicking on the "Create Incident" UI  Action. 

Please help me with this. Thank You!

Regards,
Ganesh

[AB3 · Accepted solution]

To achieve your requirement of closing the interaction when there is no live chat present after clicking on the "Create Incident" UI action, you can customize the behavior of the UI action. Here's a high-level overview of the steps you can follow:

1. Identify the script or business rule associated with the "Create Incident" UI action. You'll need to modify this script to include your desired logic.

2. Within the script, add a condition to check if a live chat is associated with the interaction. You can check this by verifying if the interaction record has a related chat record.

3. If a live chat is not present, update the state of the interaction record to "Closed" using the appropriate field update or API call.

4. If a live chat is present, continue with the existing behavior of creating an incident while keeping the interaction in the same state.

5. Save and test your changes to ensure the desired behavior is achieved.

Please note that the exact implementation details may vary based on your specific ServiceNow instance configuration and customization. It's recommended to consult with your ServiceNow administrator or development team to determine the appropriate modifications for your environment.

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[Community Alums]

@AB3 : Thank you for your above reply.
Could you please let me know if is there any way like associated chat is active or not in this case? Because this will help me to take the decision in the ui action script. Thank you!

Regards,

Ganesh