Agent Chat - Copy Interaction to Incident

[NigelM]

When testing Connect Support, I think I recall being able to create an Incident (as a Quick Action) which carried across into the Incident record the chat dialogue (cant recall what happened to any attachments exchanged during the Connect Chat dialogue).

Now we have bypassed Connect support and moved to implement Agent Chat (via Agent Workspace). Now when you create an Incident from a Chat (Interaction), the chat dialogue is no longer transferred to the Incident and there is no apparent link to the Interaction within the Incident record so that initial exchange of information is 'lost'. If i look at the Interactions table, i can see within the individual Interaction the Incident is listed as a Related Task.

Is it possible to capture the Interaction (chat dialogue) within the Incident record?

Is it then possible to automatically set the Contact Type when creating the Incident from a Chat interaction?

[Madhuri8]

Hi NigelM,

I think we cannot write a business rule because there is already a UI action "create incident" which will create a new incident

So we need to add one more line in UI action to copy transcript to a specific field or work notes as mentioned by Ashutosh, it worked for me.

[Raja52]

Kindly, can you say how to create business rule for this?

[Nayan Mahato]

Hi Raja, 

I wrote the below after-update BR on the interaction table and it did work. Please have a look. Thanks.

The condition of the BR should be the transcript is not empty.

*********

(function executeRule(current, previous /*null when async*/ ) {

// Add your code here
var query = "document_table=incident^interaction.number=" + current.number;
var irc = new GlideRecord("interaction_related_record");
irc.addEncodedQuery(query);
irc.query();
if (irc.next()) {

var inc = new GlideRecord("incident");
if (inc.get(irc.task.sys_id)) {
inc.work_notes = current.transcript + "";
inc.update();
}

}

})(current, previous);

********

Regards,

Nayan

[Rajat Singhal1]

Did you make it work. Same issue for me able to copy transcripts to Description field but it is not working for Work notes

[Rajat Singhal1]

I am able to copy the Transcript to Description but it is not working for Work Notes. Any idea why?