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

jamal_o · ‎03-12-2024

Hey,

I'm trying to use this as well but i'm getting an "Invalid Value on Insert" error message and the worknotes are applying twice to the incident. I'm using the script you provied and I've set the BR to run before insert and only runs on insert. Not sure what I'm missing here. Any help would be greatly appreciated!

surajmesinane1 · ‎08-20-2024

This is not working at all.

Shawn34 · ‎01-13-2022

Just used this in Rome and it worked with 0 problems.

Community Alums · ‎05-08-2022

Solution worked for me in Quebec, but stopped working after upgrading to San Diego. I need to change the Business rule to 'async' with order '150' (to make it to run as last). Hope it would help if anyone else face similar problem after San Diego upgrade.

AD24 · ‎11-06-2022

The BR was working in Rome. We have now upgraded to Tokyo and it has stopped working. Tried changing the BR to 'async' with order '150' as suggested for San Diego but it still does not work.

In Tokyo, SN has added the part of copying attachments from the interaction to the incident in the 'Create Incident' UI Action. However, this does not copy the work notes from the interaction.

Any ideas?