Hi team ,  under interaction record level we have  "Internal Transcript " field  here we have agent

Community Alums
Not applicable

‎11-11-2025 07:31 AM

Hi team ,  under interaction record level we have 

"Internal Transcript " field  here we have agent and customer interaction history is stored and we two ui actions is there which are
"create incident"
"create request"
whenever incident created then  copy "Internal Transcript"  to incident work notes level.
 
0 Helpfuls
  • 237 Views
1 REPLY 1

Sarthak Kashyap
Mega Sage

‎11-11-2025 09:34 AM

Hi @AA6 ,

 

I tried your problem in my PDI and it works for me Please check solution below 

 

In Interaction table I created a field called - Internal Transcript and type is string also created a UI Action called "Create Incident"

 

SarthakKashyap_0-1762882444692.png

 

Once I click on UI Action Incident record created 

SarthakKashyap_1-1762882444859.png

 

 

Please check UI Action code 

SarthakKashyap_2-1762882444657.png

 

var inc = new GlideRecord('incident');
inc.initialize();

inc.caller_id = current.opened_for;
inc.short_description = current.short_description;
inc.description = current.description;

if (current.internal_transcript)
    inc.work_notes = 'Internal Transcript copied from current:\n\n' + current.internal_transcript;

var incID = inc.insert();

 

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

0 Helpfuls