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

AA6
Tera Contributor

6 hours ago

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  I need to copy "Internal Transcript"  to incident work notes level.
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1 REPLY 1

Sarthak Kashyap
Kilo Sage

4 hours ago

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_0-1762882267026.png

Once I click on UI Action Incident record created 

SarthakKashyap_1-1762882303945.png

 

Please check UI Action code 

SarthakKashyap_2-1762882341793.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

 

 

 

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