Work note when associating a record

[joshmorris]

Hi all,

We use interactions and when we associate an interaction to an incident for example is it possible to get a work note into the ticket it has been linked to saying IMS...... has been linked? 

[J Siva · Accepted solution]

Hi @joshmorris 
Yes. It's possible.
Create one After Business rule on interaction_related_record table like below.

(function executeRule(current, previous /*null when async*/) {

	var task_rec = new GlideRecord('task');
	task_rec.get(current.task.sys_id);
	task_rec.work_notes = current.task.getRefRecord().number +' has been associated with '+current.interaction.getRefRecord().number;
	task_rec.update();

})(current, previous);

Hope this helps.
Regards,

Siva

[Ankur Bawiskar · Accepted solution]

@joshmorris 

you can use flow designer for this with no scripting

Flow Triggers when Insert on "interaction_related_record" and updates the INC

something like this but please enhance

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva · Accepted solution]

Hi @joshmorris 
Yes. It's possible.
Create one After Business rule on interaction_related_record table like below.

(function executeRule(current, previous /*null when async*/) {

	var task_rec = new GlideRecord('task');
	task_rec.get(current.task.sys_id);
	task_rec.work_notes = current.task.getRefRecord().number +' has been associated with '+current.interaction.getRefRecord().number;
	task_rec.update();

})(current, previous);

Hope this helps.
Regards,

Siva

[joshmorris]

This worked thank you, is it possible to tweak the script so the work note says that its been linked like it does now but then on another line it pulls through the description of the interaction?

[J Siva · Accepted solution]

@joshmorris Yes, you can. PFB script and make changes as required.

(function executeRule(current, previous /*null when async*/) {

	// Add your code here

	var task_rec = new GlideRecord('task');
	task_rec.get(current.task.sys_id);
	task_rec.work_notes = current.task.getRefRecord().number +' has been associated with '+current.interaction.getRefRecord().number+'\n'+'Short description: '+current.interaction.getRefRecord().short_description;
	task_rec.update();

})(current, previous);

Output:

[joshmorris]

Thank you