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

[Mark Roethof]

Ah oke. You could also just tested with the original state, then at least you know if the basic code and GlideRecord query on sn_hr_core_case are oke, no scoped restrictions etc..

If that's all fine, just do some magic with the State 🙂

[Rob Sestito]

Making better progress now - looks like I needed to talk this through!!

Thanks Mark!

I will keep you posted on getting this working correctly.

Thank you!

-Rob

[Rob Sestito]

Looks like from logs, I am getting several warnings:

[Rob Sestito]

Okay so, the chatbot conversation error message is displayed:

I'm having technical issues and won't be able to continue this conversation.

making any type of selection from the records it found - or even if I say I'm Done or Show More.

There is some type of error happening when I make the decision selection, when Multiple Cases Found happens.

Not sure as to why though. Each condition script was mostly pointing to the incidents table, so I of course changed them all to match hr case table.

and these are warnings I am getting from the logs:

[Mark Roethof]

My guess is, that this error is about this step:

In your case, you renamed this to vaInputs.sn_hr_core_case.getValue() etc?

Did you also rename this variable name then to sn_hr_core_case? If not... here is your issue.

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

Kind regards,
Mark

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