how to add incident details in Agent Chat

[Sironi]

Hi,

What I need to do is the following: 

User starts a chat with a live Agent. From Agent Workspace window agent assists the user and creates an INC. When the INC is created my customers would like a link to the created incident to be pushed in to the Active Chat window. Something like "I have created an Incident to help with your issue, please see INCXXXXXXXX for further details."  And then when the INC number is clicked it redirects the user to the Created INC. 

Currently in Agent Workspace it looks like the following when you create an INC for the user, but doesn't push anything in to chat. 

[Chris D]

We tested Agent Chat back when Madrid was released and I swear it did this natively, but now I don't remember...

Connect Support does this natively and, as its successor, Agent Chat should do this as well. Serious miss I think.

That said, we're customizing the "Create Incident" UI Action anyway, so how can I write to the chat via script there? Obviously we already know the incident's sys_id from that UI Action, so it's just a matter of populating the correct thing... Can we easily just write to the interaction record ("current") at that point or do we need to jump through hoops and write to the sys_cs_message table or something??

[balanagaraju]

Hi Chris,

There will be a relation created immediately under OOB table 'interaction_related_record', when the agent create any incident or request from interaction.

 

So, here we can create after insert business rule to get the related active conversation and push the ticket details back to the conversation. 

You can see the below business rule I used to automatically send the ticket details into Agent Chat:

 

Thanks,

Bala

[Chris D]

Thanks for sharing. I can't create business rules in our instance but looking at that script, I can't see immediately why I wouldn't be able to just put that into the "Create Incident" UI Action, which would be a little more concise anyway (although wouldn't cover the sc_request route I see you include). I'll report back if I'm successful.

[balanagaraju]

Hi,

I did not include this logic in "Create Incident" UI Action because it will not create the incident on clicking of this UI action, instead will redirect to a new incident from to fill the mandatory details by the agent.

So here we can check only through 'Interaction related record' to see whether the incident form is submitted and it is linked with the Interaction or not.

Thanks,

Bala

[Chris D]

That's fair. I see OOTB it doesn't actually create the INC but we already customized a replacement UI Action which sets default INC fields and inserts the INC (before displaying it), so we should be able to do that right in there without a Business Rule. It's not perfect, but I put this on ServiceNow for not having an OOTB solution for a basic necessity that already exists in Connect Support.