VA: How to update affected user in create incident VA topic?

[akarshagnihotri]

I'm using VA create incident oob topic block to create incident, it working fine, but when I'm checking in incidents for those created incident it's showing affected user as blank, how to update that?

[AJ-TechTrek]

Hi @akarshagnihotri ,

Its depends how you are using the mapping this, Affected user is nothing but its a use who is affecting due to that in that incident, you can use the script to populate the affected user or map the created user can be the affected user.

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Thanks

AJ

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

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[akarshagnihotri]

Hi Ajay,

I'm using below script to create incident. could you please update in this same script so that it will update affected user to the person who is using Virtual Agent at that time.

(function execute() {

var incident = new GlideRecord('incident');

incident.initialize();

incident.caller_id = vaInputs.caller;

incident.sys_created_by = vaInputs.user;

incident.short_description = vaInputs.short_description;

incident.assignment_group = vaInputs.assigment_group;

incident.cmdb_ci = vaInputs.cmdb_ci;

incident.urgency = vaInputs.urgency;

incident.impact = vaInputs.impact;

incident.contact_type = 'virtual_agent';

incident.comments = vaInputs.comments;

incident.incident_state = vaInputs.state;

//Save this incident as a variable to use to display it

vaVars.inc_sysid = incident.insert();

//Link this incident to the Interaction

vaSystem.attachRecordToConversation('incident',vaVars.inc_sysid);

})()