Assigning group when creating a ticket by VirtualAgent

[MaciejPletnia]

Hi,

I'm trying to make sure that all tickets opened by Virtual Agent will go to a Service Desk group. 

I'm using create incident topic block and I can't get it to work. 

Here is my script:

(function execute() {

var caller = vaInputs.caller;

var short_desc = vaInputs.short_description;

var urgency = vaInputs.urgency;

var desc = vaInputs.description;

if (!gs.nil(caller) && !gs.nil(short_desc)) {

var incDetails = new sn_itsm_va.VACreateINCUtil().createIncident(caller, short_desc, urgency, desc);

vaVars.inc_sysid = incDetails.sysid;

current.assignment_group.setDisplayValue('Service Desk')

}

})()

Thanks for the help!

[Medi C]

@MaciejPletnia 

Could you please use the following script instead: (Please add sys_id of service desk team)

   var incident = new GlideRecord('incident');
    incident.initialize();
    incident.caller_id = vaInputs.caller;
    incident.sys_created_by = vaInputs.caller;
    incident.short_description = vaInputs.short_description;
    incident.description = vaInputs.description;
    incident.assignment_group = "SYS_ID_OF_SERVICE_DESK_ASSIGNMENT_GROUP";
    incident.urgency = vaInputs.urgency;
    incident.contact_type = 'virtual_agent';
    incident.comments = vaInputs.comments;

    //Keep track of this incident as a variable to use to display it
    vaVars.inc_sysid = incident.insert();

    //Link this incident to the Interaction
    vaSystem.attachRecordToConversation('incident',vaVars.inc_sysid);

It should be placed within (function execute(){...})()

[MaciejPletnia]

Thank you, but unfortunately it keep crashing (I'm having technical issues and won't be able to continue this conversation). Any other ideas?

[MaciejPletnia]

I have a script that almost works:

(function execute() {
var incGr = new GlideRecord('incident');
incGr.get(vaVars.inc_sysid);
incGr.assignment_group = "4546996d87a889102fb9400d0ebb35ab"; // Group sys_id
incGr.update(); // Update the record
})();

I use it as a topic block, and sometime it works as intended, and some time it crashes the main topic with "technical difficulties" error message. Any idea?

[Medi C]

Hello @MaciejPletnia,

Please try:

(function execute() {
var incGr = new GlideRecord('incident');
if(incGr.get(vaVars.inc_sysid)){
   incGr.assignment_group = "4546996d87a889102fb9400d0ebb35ab"; // Group sys_id
   incGr.update(); // Update the record
}
})();

 Since it is a record update, why not to use the Virtual Agent Utility Record Action: