How can I copy agent chat transcript to incident work note?

[Chaitanya Kanti]

Is there any way to copy the interaction transcript to the Incident work notes? I tried the below-mentioned code in create incident UI action on interaction table and not working. And I am also trying to move the attachments attached in the chat to incident tickets. Please let me know how to solve these issues.

if(current.update()){
	var inc = new GlideRecord("incident");
	inc.initialize();
	inc.caller_id = current.opened_for;
        inc.work_notes = current.transcript;
	inc.contact_type = current.type;
	inc.short_description = current.short_description;
	action.openGlideRecord(inc);
}

[Vijay109]

Hi Nayan, I was trying this solution and realised it works only if there is an existing relationship between the interaction and incident.

Creation of record on 'interaction_related_record' table is event driven, hence we cant depend on the above BR if the incident is not already created.

[Nayan Mahato]

Hi Vijay,

I am not sure what you mean here? I have written this BR in our project and it is working perfectly fine. So when you create an incident from an interaction record, OOB creates a relationship between interaction and that task record that an incident in this case.

So when interaction gets closed this BR will update the same. Thanks.

Regards,

Nayan

[mynedisanjana]

Hi @Nayana ,

I have tried the solution but the transcription is getting added twice. 

[MR1]

did you find the solution why transcription is added twice?

[Nayan Mahato]

Hi, there,

Can you please make sure you have added the proper conditions in the BR?

In my BR, below are the conditions being added.

Regards,

Nayan