Virtual Agent - Create incident- how to set caller to logged in user?

[Sandy7]

Hello,

I am setting up virtual agent and trying to do something pretty basic.. when an incident is created from VA, i want to set the Caller field on the incident to the logged in user. 

My code I am using in the create incident part of the flow in VA is: (don't mind the reference to problem, i copied the code: 

The incident is being created, but the caller is not. Can someone help please?

(function execute() {

var problemGr = newGlideRecordSecure('incident');

problemGr.initialize();

problemGr.short_description = vaInputs.short_description2;

problemGr.urgency = vaInputs.urgency1;

problemGR.setValue("caller_id", caller);

vaVars.create_problem = problemGr.insert();

return vaVars.create_problem;

})();

[Allen Andreas]

Hi,

Can you try using this line instead?

problemGR.setValue("caller_id", gs.getUserID());

Alternatively, you may need to use:

problemGR.setValue("caller_id", vaInputs.user.sys_id);

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Sandy7]

Hi, thanks for the reply. I tried that line and I'm getting " I'm having technical issues and won't be able to continue this conversation." as a response. 

[Mark Roethof]

See my comment about the typo in problemGr versus problemGR.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Just curious, what's the reason for not using the Record Action utility, and instead using the Script Action utility?

Anyway, looking at your script:

var problemGr = newGlideRecordSecure('incident');

A space is missing.

problemGR.setValue("caller_id", caller);

What is caller? This will never work. It should be something like vaInputs.user, or gs.getUserID(), etc..

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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