We had to write a business rule on the "interaction_related_record" table to map attachments from the chat session to the end ticket. Here's the conditions for the BR:
You'll probably need to just updated the Document table condition to point to the HR Case table (I use Live Agent for ITSM, not HRSD). And here is the script:
(function executeRule(current, previous /*null when async*/ ) {
//Copy attachments from chat to related record
var message = new GlideRecord('live_message');
message.addQuery('group.name', 'CONTAINS', current.interaction.number);
message.addQuery('has_attachments', true);
message.query();
while (message.next()) {
GlideSysAttachment.copy(message.sys_class_name, message.getUniqueValue(), current.document_id.sys_class_name, current.document_id.sys_id);
}
//Copy transcript from interaction to related record
var interaction = new GlideRecord('interaction');
interaction.addQuery('number', current.interaction.number);
interaction.query();
while (interaction.next())
if (interaction.transcript) {
var transcript = interaction.transcript;
var relRecord = new GlideRecord('task');
relRecord.addQuery('sys_id', current.document_id.sys_id);
relRecord.query();
while (relRecord.next()) {
relRecord.work_notes.setJournalEntry(transcript);
relRecord.update();
}
}
})(current, previous);
