Looking to change Microsoft Teams Integration Journal field

Richard Mansfie
Tera Expert

Hi all, 
Wondering if anyone else has had to do this or if anyone knows how I might achieve it.

Currently when "Start Microsoft Teams Chat" is selected a work note is added to the ticket (as per the screenshot). The requirement is to not pass this work note on to child tickets.
We have a journal field called "u_teams_chat" that we would like to move this notification to, this journal isn't passed on to the child tickets.

I've tried to update the "Start Microsoft Teams Chat" UI Action (Incident and Task table) and "chatSwarmModalUtils" UI script, replacing the work_notes journal lines with u_teams_chat.
Despite updating these, the notification is still appearing in the work_notes field.

If anyone has any clues to what I might have missed or a way to hide the specific work notes on child tickets I would be most appreciative. 


1 ACCEPTED SOLUTION

Richard Mansfie
Tera Expert

Final solution. Allow the note to be added. Then delete the note.

View solution in original post

2 REPLIES 2

Richard Mansfie
Tera Expert

A step closer to a solution, but still struggling.
Created a copy of the "Update Child Incidents" business rule and changed

if (current.work_notes.changes()) {
            value = deriveFieldValue('work_notes', gs.getMessage('Work note copied from Parent Incident'));
           
            if (value && value != "")
                executeFlowAction(current, 'work_notes', value);
 
to
 
if (value && value != "")
                if (value.indexOf("started Microsoft Teams chat conversation with") < 1)
                executeFlowAction(current, 'work_notes', value);


If I now copy an example of the work note that the teams chat button adds into a work note, it isn't copied to the child incident, but other work notes are going through normally. 
However when you press the UI action button to make the meeting the work note still copies 

Richard Mansfie
Tera Expert

Final solution. Allow the note to be added. Then delete the note.