Need Help in Check Ticket status Topic Virtual Agent

[Aparna Gurav]

Hello Team,

I need assistance with the "Check Ticket Status" topic. Currently, I can only see requested items and incidents that I have raised. However, my requirement is to view both requests raised by the user as well as requests raised for the user.

(function execute() {
    /*
        Determining whether there are,
        1. Active incidents opened by the current user
        2. Active Requested items requested for the current user
        and assigning the corresponding script variables.
    */

    // Setting the incident count
    var incidents = new GlideAggregate('incident');
    incidents.addQuery('active', true);
    incidents.addQuery('caller_id', vaInputs.user);
    incidents.addAggregate('COUNT');
    incidents.query();
    var incidentCount = 0;
    if (incidents.next())
        incidentCount = incidents.getAggregate('COUNT');
        
    vaVars.incident_count = incidentCount;

    // Setting the requested items count
    var reqItems = new GlideAggregate('sc_req_item');
    reqItems.addQuery('active', true);
    reqItems.addQuery('request.requested_for', vaInputs.user);
    reqItems.addAggregate('COUNT');
    reqItems.query();
    var reqItemsCount = 0;
    if (reqItems.next())
        reqItemsCount = reqItems.getAggregate('COUNT');

    vaVars.requested_item_count = reqItemsCount;
})()

[Mark Roethof]

Hi there,

Did you write the script yourself or is this an extract where work needs be done on though you don't know what/how?

My first thought would be, create the filter you are after on a list and copy the breadcrumb and apply that in a query. Perhaps you only need to make it more dynamic.

For example read:

- 2019-09-04 - Article - Utilizing the breadcrumb on lists to generate your query

Is that enough input for you? Or more help needed? Please do be specific in the help you need.