Copy Agent Chat Transcript to Related Incident Record

[rachelconstanti]

Good morning,

I have created the following business rule on the interaction table:
Copy Chat Transcript to Related Incident:

It is an after/update with one condition - State is Closed Complete

This is the script:

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

// Add your code here

var query = "document_table=incident^interaction.number=" + current.number;

var irc = new GlideRecord("interaction_related_record");

irc.addEncodedQuery(query);

irc.query();

if (irc.next()) {

var inc = new GlideRecord("incident");

if (inc.get(irc.task.sys_id)) {

inc.work_notes = current.transcript + "";

inc.update();

}

}

})(current, previous);

It is working however the incident work notes are being updated twice.

How can I fix that?

Thank you,
Rachel

[Medi C]

Hello @rachelconstanti,

Could you change the condition as this:

State "Changes to" Closed complete 

[rachelconstanti]

@Medi C - I changed the condition to State 'Changes to' Closed complete and nothing gets copied.
I have also tried with no condition and it copies twice.

[Medi C]

@rachelconstanti 

Could you please tell which table where the business rule is running?
Have you tried using OnBefore business rule instead?

[rachelconstanti · Accepted solution]

@Medi C 

Got it figured out 

Removed the condition for State is Closed Completed and 

Added this as a condition Transcript Changes

That did the trick