Is it possible to create a user from an interaction and re-link the new user to the interaction?

[kristenmkar]

Good evening! 

I am currently helping to configure the Service Operations Workspace for our organization. To make it easier for the agents, I developed a UI action to create a user from the interaction if they do not exist. My script works fine to create the new user, but I was hoping to find a way to create the user and then link this new user back to the interaction record (so the agent doesn't need to re-select and find the created user).  Here is my current UI Action script (I currently have a button to "Create New User" displayed on the interaction form - it is a boolean field that needs to be checked to show the additional fields to fill out to create  the user)

//create new user

var userGr = new GlideRecord('sys_user');

if (current.u_user_not_found == true) {

    userGr.newRecord();

    userGr.setValue('first_name', current.opened_for.first_name);

    userGr.setValue('last_name', current.opened_for.last_name);

    userGr.setValue('user_name', current.opened_for.email);

    userGr.setValue('u_employee_type', current.opened_for.u_employee_type);

    userGr.setValue('email', current.opened_for.email);

    userGr.setValue('title', current.opened_for.title);

    userGr.setValue('phone', current.opened_for.phone);

    userGr.setValue('u_syscom', current.opened_for.u_syscom);

    userGr.setValue('u_edipi', current.opened_for.u_edipi);

    userGr.setValue('u_ech_iii', current.opened_for.u_ech_iii);

    userGr.setValue('u_business_area', current.opened_for.u_business_area);

    userGr.setValue('u_org', current.opened_for.u_org);

    userGr.setValue('u_org_code', current.opened_for.u_org_code);

    userGr.setValue('u_org_code_title', current.opened_for.u_org_code_title);

    userGr.setValue('u_branch_of_service', current.opened_for.u_branch_of_service);

    userGr.setValue('u_command_location', current.opened_for.u_command_location);

    userGr.setValue('u_remote_user', current.opened_for.u_remote_user);

    userGr.setValue('location', current.opened_for.location);

    userGr.setValue('department', current.opened_for.department);

    userGr.insert();

} else {

    gs.addInfoMessage("You must check " + "'User Not Found' " + "to Create a New User or remove referenced user in Opened For field.");

}

I tried something like the below to see if I grab the recid of the new user record and pull that into the call by field after its created, but so far I seem to be stuck at this point.

 var sys_idd = userGr.getValue('sys_id');

    current.opened_for == sys_idd;

Any ideas or am I crazy? 

Thank you! 

[Murthy Ch · Accepted solution]

Hello @kristenmkar 

You can get the created user record sys_id like below:

var userGr = new GlideRecord('sys_user');
if (current.u_user_not_found == true) {
    userGr.newRecord();
    userGr.setValue('first_name', current.opened_for.first_name);
    userGr.setValue('last_name', current.opened_for.last_name);
    userGr.setValue('user_name', current.opened_for.email);
    userGr.setValue('u_employee_type', current.opened_for.u_employee_type);
    userGr.setValue('email', current.opened_for.email);
    userGr.setValue('title', current.opened_for.title);
    userGr.setValue('phone', current.opened_for.phone);
    userGr.setValue('u_syscom', current.opened_for.u_syscom);
    userGr.setValue('u_edipi', current.opened_for.u_edipi);
    userGr.setValue('u_ech_iii', current.opened_for.u_ech_iii);
    userGr.setValue('u_business_area', current.opened_for.u_business_area);
    userGr.setValue('u_org', current.opened_for.u_org);
    userGr.setValue('u_org_code', current.opened_for.u_org_code);
    userGr.setValue('u_org_code_title', current.opened_for.u_org_code_title);
    userGr.setValue('u_branch_of_service', current.opened_for.u_branch_of_service);
    userGr.setValue('u_command_location', current.opened_for.u_command_location);
    userGr.setValue('u_remote_user', current.opened_for.u_remote_user);
    userGr.setValue('location', current.opened_for.location);
    userGr.setValue('department', current.opened_for.department);
    var sysID = userGr.insert();  //store the sys_id
    current.opened_for = sysID; //assigning the newly created user record sys_id
    current.update(); //update the interaction record
} else {
    gs.addInfoMessage("You must check " + "'User Not Found' " + "to Create a New User or remove referenced user in Opened For field.");
}

 Is it okay for you guys to create user's via script? How do you handle users in your SN instance?

[kristenmkar]

Thank you! This is so helpful! 

To be honest, we are currently setting up our instance (moving from Ivanti SM) and developing our documentation/configurations for agents.  So not sure this will be the 'finalized' way we should go for agents to quickly create a user profile once they call in- if you have some better ideas for profile creation, I would love to hear them! (Which I am sure you do!)

Thank you again! 

[Murthy Ch]

Hello @kristenmkar 

Sorry for the late reply!

Usually most of the customer's handle users via sailpoint or Azure AD.

Not sure in your case. So, that's why asked you.

[kristenmkar]

Sorry, one other question for you! Is there a good way to actually populate the values on the form once I update the "opened by" field? I can see that the Opened For is updated to the user, but it doesn't actually display/show within the interaction form.  I am thinking possibly a business rule? 

Thanks!

Thank you!