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

[thi nhung]

Hi,

I modified the condition "Transcript is not empty" to "Transcript changes", that works for me.

[Giuliana Martin]

For me, it is also populating the transcript multiple times in the HR Cases. Do you know how this can be corrected?

[MR1]

Did you figure out why is it happening? if yes then please let us know

[Giuliana Martin]

Hi MR1, 

No I did not figure it out yet. 

Thank you,

Giuliana

[thi nhung]

Hello,

Could you try the condition with 'Transcript changes' instead of 'Transcript is not empty'.