Copy Chat transcript from interaction to related incident

[pavithrap311]

We want copy the chat transcript from the interaction record to comments field of the related incident .

We have written an After BR on interaction table

Condition : Transcript is not empty

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

var inc = new GlideRecord('interaction_related_record');
inc.addQuery('interaction', current.sys_id);
inc.addQuery('document_table', 'incident');
inc.addQuery('type', 'task');
inc.query();
while (inc.next()) {

var incident = new GlideRecord('incident');
incident.addQuery('sys_id', inc.document_id);
incident.query();
while (incident.next()) {
incident.comments = current.transcript;
incident.update();

}
}

})(current, previous);

This is not working.

Please help

Thanks

[Mark Roethof]

Yeah sure, that's what I theoretically would expect. Though you are not using current.transcript in the info, so did you verify that? You verified inc.interaction.transcript.

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

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[pavithrap311]

Added  current.transcript in the info message and verified it is working as expected

var inc = new GlideRecord('interaction_related_record');
inc.addQuery('interaction', current.sys_id);
inc.addQuery('document_table', 'incident');
inc.addQuery('type', 'task');
inc.query();
while (inc.next()) {

var incident = new GlideRecord('incident');
incident.addQuery('sys_id', inc.document_id);
incident.query();
while (incident.next()) {
gs.addInfoMessage(current.transcript);

incident.comments = current.transcript;
incident.update();

}

}

[Mark Roethof · Accepted solution]

Just tried your exact code on my PDI. Only added .toString()

incident.comments = current.transcript.toString();

Works fine with .toString(), without it doesn't work.

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

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[chrish5]

Hi Mark,

I implemented this script and it works.  I have two questions though. 

1. It's writing the same transcript twice in the incident activity section.  I inserted a gs.log line after the incident.update(); line just to make sure it was only this BR that was updating the incident twice and there were two identical entries in the log, so it is this BR.  Any idea why it's writing the transcript twice?

2. It's not writing the transcript immediately after the incident is created and only writes it after the user completes the chat experience survey by selecting Good, Neutral or Bad.  I can see users skipping this survey and just exiting the chat conversation once they see the incident has been created.  I would like to capture the chat transcript as soon as the incident is created and not wait until the survey is completed.   Is this possible?   

Thanks,

Chris

[MR1]

The above script in copying the transcript in the activity of the incident twice.