interaction to be automatically closed when it gets attached to a TASK, INC or RITM

[rajesh29]

Hello Everyone,

I have an Requirement in Agent Workspace. we would like for the interaction to be automatically closed when it gets attached to a TASK, INC or RITM.

Thanks in advance.

Rajesh B.

[Harneet Sital · Accepted solution]

Hi Rajesh, 

Create a new BR on the 'interaction_related_record' record with the table conditions if you want or simply a BR with the following script will close interaction as soon as a record is created from the interaction. (you have mentioned TASK Table, incident and Requested item table would be extended from TASK so the below BR without any condition should work for you)

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

    var closeInteractionRec = new GlideRecord('interaction');
    closeInteractionRec.get(current.interaction.sys_id);
    closeInteractionRec.state = 'closed_complete';
    closeInteractionRec.update();

})(current, previous);

Thanks
-Harneet Sital (ServiceNow Certified Technical Architect)
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[Ricardo Sanche3]

is there a way for this to work on the UI form instead of just the agent workspace?

[Jackie23]

Hello, I implemented your BR, and it worked great, but I am having an issue with clicking on the "info" icon for the user profile and that action is closing the interaction. It should only close if it is transferred to a REQ, INC, or CHG. Would you happen to know why?

[MattCD]

In case someone else comes across this, there are few significant bugs in the code.

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

    if (current.task) { //CONFIRM A TASK HAS BEEN SET ON THE INTERACTION. THIS TABLE IS USED FOR OTHER PURPOSES
        var closeInteractionRec = new GlideRecord('interaction');
        if (closeInteractionRec.get(current.interaction.sys_id)) { //WHEN USING GET, ALWAYS CHECK WITH AN IF
            closeInteractionRec.state = 'closed_complete'; 
            closeInteractionRec.update();
        }
    }

})(current, previous);