How to copy worknotes from interaction to Incident table on Agent Workspace

Meenal Gharat · ‎04-17-2020

Hi All,

how can we copy worknotes from Interaction to Incident on agent workspace?

I tried editing with below UI Action yet no luck, can someone help me with this.

if(current.update()){
var inc = new GlideRecord("incident");
inc.initialize();
inc.caller_id = current.opened_for;
inc.short_description = current.short_description;
var worknotes = inc.work_notes.getJournalEntry(1);
//inc.work_notes = current.work_notes;
worknotes = current.work_notes;
action.openGlideRecord(inc);
}

Thank you.

Regards,

Meenal

Audrey Deruere · ‎02-01-2021

Hello,

For those who wants the solution :

- Create a business rules on the table "interaction_related_record", before insert with order of 400 and copy this code :

(First part has been taken from another OOB business rules, it's because BR run twice on insert ....)

var existingRelationship = new GlideRecord("interaction_related_record");
existingRelationship.addQuery("interaction", current.interaction);
existingRelationship.addQuery("document_id", current.document_id);
existingRelationship.setLimit(1);
existingRelationship.query();

if (existingRelationship.next()) {
current.setAbortAction(true);
}else{
var grTask = new GlideRecord(current.document_table);
grTask.get(current.document_id);

grTask.work_notes = current.interaction.work_notes.getJournalEntry(-1);
grTask.update();

var attachment = new GlideSysAttachment();
attachment.copy('interaction', current.interaction.sys_id, current.document_table, current.document_id);
}

View solution in original post

Kieran Anson · ‎04-17-2020

Hi Meenal,

Edit the 'Create Incident' UI Action on the interaction to the following

if(current.update()){
	var inc = new GlideRecord("incident");
	inc.initialize();
	inc.caller_id = current.opened_for;
	inc.short_description = current.short_description;
	inc.work_notes = current.getJournalEntry(1); // Copy only latest work note. Change to getJournalEntry(-1) to copy over all work notes.
	action.openGlideRecord(inc);
}

Meenal Gharat · ‎04-17-2020

Hi Kieran,

Thank you for your response.

I tried the above code yet no luck.

Regards,

Meenal

Kieran Anson · ‎04-18-2020

Ok Meenal,

What functionality are you expecting? This is what I see when using the above script.

Chaitanya Maddu · ‎09-04-2020

I tried below and it worked for me..

if(current.update()){
var inc = new GlideRecord("incident");
inc.initialize();
inc.caller_id = current.opened_for;
inc.short_description = current.short_description;

---New lines, need to insert record once needed fields are copied and then work on work notes and file attachments----
//record inserted to incident table
inc.insert();
//copying worknotes and additional comments from IMS to INC
inc.work_notes = current.work_notes.getJournalEntry(-1);
//copying attachments from IMS to INC
GlideSysAttachment.copy('interaction', current.sys_id, 'incident', inc.sys_id);

inc.update();
action.openGlideRecord(inc);

}