Hi all,
I have been attempting to implement HR Case Creation into my VA through the OOTB topic block that comes with the HR Service Delivery Plugin, but I am struggling as there is no documentation on how to fill out the topic block or edit the scripts inside of it to customize it. I want to create an HR case and have fields already filled out based on the conversation had with the user and so I am attempting to edit the "create hr case" script that is inside the topic block.
This is the code that the topic block contains:
(function execute() {
var hrServiceId = vaInputs.hr_service.getValue();
var caseTable = vaInputs.case_table.getValue();
var questions = vaInputs.case_questions;
if (!gs.nil(hrServiceId) && !gs.nil(caseTable) && !gs.nil(questions)) {
questions = JSON.parse(vaInputs.case_questions);
var additional_comments = {
question: "Please provide additional comments for your case.",
name: "additional_comments",
answer: vaInputs.additional_comments,
raw: vaInputs.additional_comments,
answerDisplayValue: vaInputs.additional_comments
}
questions.push(additional_comments);
var caseDetails = new sn_hr_va.hr_ChatbotUtils().createCaseWithHRService(hrServiceId, caseTable, questions);
vaVars.case_sysid = caseDetails.sysid;
if (vaVars.case_sysid) {
vaVars.is_case_created = true;
vaSystem.attachRecordToConversation(caseTable, caseDetails.sysid);
}
var gr = new GlideRecord('sn_hr_core_case');
if (gr.get(vaVars.case_sysid)) {
gr.work_notes = vaSystem.getTranscript();
gr.update();
}
}
})()I noticed that the code has the function "createCaseWithHRService()" that is fed some inputs and then, after it's created, the code then goes in and updates fields such as work_notes. What I attempted to do was this:
(Code Omitted for Readability, it is the same as the code in the previous sample)
var caseDetails = new sn_hr_va.hr_ChatbotUtils().createCaseWithHRService(hrServiceId, caseTable, questions);
vaVars.case_sysid = caseDetails.sysid;
if (vaVars.case_sysid) {
vaVars.is_case_created = true;
vaSystem.attachRecordToConversation(caseTable, caseDetails.sysid);
}
var gr = new GlideRecord('sn_hr_core_case');
if (gr.get(vaVars.case_sysid)) {
//gr.work_notes = vaSystem.getTranscript();
gr.opened_for = gs.getUserID();
gr.subject_person = gs.getUserID();
gr.topic_category = "Benefits";
gr.topic_detail = "Retirement Savings Plan/401(k)";
gr.short_description = hrServiceId + " case for " + gs.getUserID();
gr.assignment_group = "Employee Services"
gr.update();
}
}
})()I attempted to update further fields with information based on the topic and the current user but it just gave me an error and did not work. My question is this: is this where I should be doing this in the code, or should I be putting these variables into the "createCaseWithHRService" function? Is there any documentation that says what I can pass into this function?
Another thing to note is that this topic block did not work for me OOTB without any changes to the scripts or anything so there may also be another problem that I do not know about that is preventing this topic block from working.
Please do not link me to Virtual Agent for HR Service Delivery as I have already read through this and it was no help as there is not a single piece of information about the create HR case topic block besides a mention that it exists.
Thanks,
Nathan
