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]

Nope!

That made no difference as I switched over to HR Core, duplicated the designer and tried to preview. It still hits the No Records Found scenario.

-Rob

[Mark Roethof]

Hmmm strange. I just duplicated the same topic, in the HR Core scope, immediately working after (only) changing table name to sn_hr_core_case:

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Add some logging to the GlideRecord query. Is that giving result at all on your instance?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Indeed if running this from Global, just tested:

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

---

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[Rob Sestito]

Wait - I think it is the way I am passing the State query within the 'Get Cases' step. I commented out the query to match cases that are not in Closed Complete State, and it returned 11 records (which is correct) - however it did not display the actual records which will be my next issue to work through.

So, I need to figure out how to pass the correct State query