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;

})();

[Mark Roethof]

And when executing your code, there's a very clear message written in the system logs:

com.glide.script.RhinoEcmaError: "problemGR" is not defined.
Task.9582a81e1b4811101ab0fcc6cc4bcb40 : Line(8) column(0)

Looking more closer to your script...

problemGr versus problemGR. A typo!

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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[Sandy7]

Thanks Mark - I fixed the typo, thanks for noticing that!

However, I have tried these 4 things and am still getting an error: in the screenshot, that's the only error I see when I view the logs. Any ideas? Thanks again for your help

problemGr.caller = vaInputs.user;

// problemGr.caller = gs.getUserID();

//problemGr.setValue("caller_id", caller);

//problemGr.setValue("caller", gs.getUserID());

I am trying to look at the logs by testing, then viewing logs, but the only error i get is a very generic one: 

. 

[Mark Roethof]

This is the full code I successfully tested with:

(function execute() {

var problemGr = new GlideRecordSecure('incident');
problemGr.initialize();
problemGr.short_description = 'Something';
problemGr.caller_id = vaInputs.user;
 
vaVars.create_problem = problemGr.insert();
return vaVars.create_problem;

})();

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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LinkedIn
Community article, blog, video list

[Sandy7]

Mark,

That's perfect.. I really appreciate the help!! Lots of new things to learn!!! Thank you again.

[Mark Roethof]

Glad it works.

Can you close this topic?

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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LinkedIn
Community article, blog, video list