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. 

[Sironi]

Can you help me with code please.

[Chris D]

I spent a few minutes with a developer/admin today and got him to run the following test background script - which included a hardcoded sys_cs_conversation for testing - and it worked as expected (printing "TEST" to the conversation):

var conversation = sn_connect.Conversation.get('7363d849dbca141026a61fdc139619d3', 'sys_cs_conversation');
conversation.sendMessage({
		body: 'TEST',
		system: false
	});

I then put this exact code (hardcoded sys_id and all) into my UI Action to test it, and alas it did nothing 😠
I'll spend more time tomorrow with a dev using the debug tools to see if there's any backend errors because I see no console errors on the frontend.

[Chris D]

I got it! Turns out the issue was indeed scoping as you first presumed o_O

I finally got access to the App Picker and it turns out because I'm a non-admin, I don't get the normal Scope warning message + read-only fields when in the wrong scope.

It also turns out that UI Action I was modifying was in the ITSM Workspace scope - which I didn't realize until moving the update set to our Test environment. I did an insert and duplicated the UI Action in the Global scope and voila!

This does make sense now, seeing the sn_connect API is in a different scope from ITSM Workspace which is why it didn't do anything in the UI Action but worked fine as a background script. Should I have any concerns about using this UI Action in the global scope? All it does really is create an incident then write the incident number to the chat.

[newservicenowus]

@Chris D seems we want the same stuff 🙂

I'm not sure what version but in Paris, if you click on Quick Actions below, then choose /create_incident. This creates the incident and adds to chat.

You may have already found this.

Cheers

Dave

[Partha6]

how to add incident details in Agent Chat

Can you share me the steps to achieve it ?