Add the Interaction number to the Incident using Issue Auto Resolution

[Lynda1]

I hope I word this so it makes sense!

I am working on Issue Auto Resolution and one of the requirements is to add the IMS number to the incident record when the topic did not resolve the issue for the user. I am struggling to figure out where to update the incident with the Interaction number!

I thought use the templates that are in the Issue Auto Resolution settings, but it appears I cannot use a variable in the templates.

Figured to get the topic to update the incident with the IMS number, which topic?  The Issue Auto Resolution topic makes sense. Exactly, how do I get the IMS number and ensure I am updating the correct incident?  I am not savvy with JavaScript, know enough to find code, modify it and use that.

Update:

Just in case anyone else tries using Issue Auto Resolution and have the requirement to get the interaction number.

I duplicated the Issue Auto Resolution topic and added this script to the topic:

(function execute() {

var gr = new GlideRecord("interaction");

gr.get(vaSystem.getInteractionSysId());

vaVars.ims = gr.number;

})()

[Sumanth16]

Hi @Lynda1 ,



Please refer to below post:



https://www.servicenow.com/community/itsm-forum/relating-incident-with-it-s-interaction-record/m-p/454760



If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!



Thanks & Regards,

Sumanth Meda

[Lynda1]

That is a different scenario, creating an incident via the workspace and the record appears in the related list,  we have that and want that, it is a different scenario.

The question is around Issue Auto Resolution, it is newer functionality, maybe Quebec addition? I do not remember!

The process starts with the user creating an incident, the bot picks the incident up, through Issue Auto Resolution, runs a topic (an interaction) back to the Issue auto resolution, back to the incident.

I need to figure out how to get the Interaction number in the Incident comment.