Resolving HR Cases via VA Chatbot

[Rob Sestito]

Hey SN Comm,

I am looking for some help implementing a conversation through VA Chatbot, to be able to resolve HR Cases.

I have taking the 'Resolve Incident' flow and copied it, change the table and state to match the hr case table (so I thought).

But the chatbot keeps returning 'No Records Found' decision.

Here is the Resolve Incident 'Get Incidents' Script Action:

(function execute() {
    var gr = new GlideRecordSecure('incident');
    gr.addQuery('assigned_to', vaInputs.user);
    gr.addQuery('state', '!=', vaVars.resolved_state)
    gr.addActiveQuery();
    gr.orderByDesc('sys_updated_on');

    var start = parseInt(vaVars.index);
    var end = start + parseInt(vaVars.limit);
    gr.chooseWindow(start, end, true);
    gr.query();

    vaVars.count = gr.getRowCount();
    var results = [];
    while(gr.next()) {
        results.push({ 
            'value': gr.getUniqueValue(), 
            'label': gs.getMessage('{0} [{1}]', [gr.getDisplayValue('short_description'),gr.getDisplayValue('number')])
        });
    }

    vaVars.results = JSON.stringify(results);
})()

And here are the next steps it takes once it gets records

Here is what I changed to try and match HR Case tables:

(function execute() {
    var gr = new GlideRecord('sn_hr_core_case');
    gr.addQuery('assigned_to', vaInputs.user);
    gr.addQuery('state', '!=', vaVars.closed_complete_state)
    gr.addActiveQuery();
    gr.orderByDesc('sys_updated_on');

    var start = parseInt(vaVars.index);
    var end = start + parseInt(vaVars.limit);
    gr.chooseWindow(start, end, true);
    gr.query();

    vaVars.count = gr.getRowCount();
    var results = [];
    while(gr.next()) {
        results.push({ 
            'value': gr.getUniqueValue(), 
            'label': gs.getMessage('{0} [{1}]', [gr.getDisplayValue('short_description'),gr.getDisplayValue('number')])
        });
    }

    vaVars.results = JSON.stringify(results);
})()

And here are my next steps to match:

I keep getting taken to the No Cases Found decision and I am thinking I have the table set up wrong from the very first step. I definitely have cases assigned to myself.

Anyone able to assist with this?

Thank you!

-Rob

[Rob Sestito · Accepted solution]

Okay - looked at the code with a co-worker and we were able to figure it out!

realized that vaVars.awaiting_acceptance_state means nothing for scoped hr.

It wants the value instead of the label name - i.e. awaiting acceptance is '20'.

I also had my u_case_resolution get function in the wrong place, for how we handle on the native side.

here is the code the works perfectly:

(function execute() {
    var success = null;
    var gr = new GlideRecordSecure('sn_hr_core_case');
    if (gr.get(vaVars.sys_id)) {
        //set state to Awaiting Acceptance
        gs.info("changing state");
        gs.info("current state is: " + gr.state);
        gr.u_case_resolution = vaInputs.u_case_resolution.getValue();
        gr.state = 20;
        gs.info("state has changed to:" + gr.state);
        var operation = vaInputs.update_comments.getValue();
        if (operation != 'cancel') {
            if ((operation == 'comment' || operation == 'both') && vaInputs.comment.getValue().trim() != ''){
                gr.comments = vaInputs.comment;
            }
            if ((operation == 'work_notes' || operation == 'both') && vaInputs.work_notes.getValue().trim() != ''){
                gr.work_notes = vaInputs.work_notes;
            }
        }
        success = gr.update();
    }
    vaVars.success = '' + (success != null);
})()

@Mark Roethof - seriously thank you for all your help with this! Truly helpful!