GlideConversation - Global

The GlideConversation API provides methods to access information in a Connect message.

Important:

Starting with the Paris release, Connect Support no longer receives enhancements or non-priority bug fixes. Consider moving to ServiceNow® Advanced Work Assignment and Agent Chat in workspace to automatically assign chat requests and other work items to agents. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

Access GlideConversation properties through a global object (conversation) that is available only in Connect action conditions and scripts.

Connect conversations are stored on the Live Group Profile [live_group_profile] table.

GlideConversation - description

The conversation's description.

Table 1. Field

Name	Type	Description
description	String	The conversation's description.

var c= conversation.description;

GlideConversation - document

The sysID of the document associated with the conversation.

This field is set for feed conversations, and contains the sysID of the record being discussed.

Table 2. Field

Name	Type	Description
document	GlideRecord	The document associated with the conversation.

GlideConversation - name

The name of the conversation.

Table 3. Field

Name	Type	Description
name	String	The name of the conversation.

var c= conversation.name;

GlideConversation - queueEntry

The queue entry associated with the conversation.

The queue entry is a reference field pointing to the chat_queue_entry table. This field is only available on support conversations. The queue chat entry is used to track the state of the conversation. This property is not changed if an incident record is created from the support conversation using the newRecord() method.

Table 4. Field

Name	Type	Description
queueEntry	GlideRecord	The queue entry associated with the conversation.

var c= conversation.queueEntry;

GlideConversation - sys_id

The sys_id of the conversation.

Table 5. Field

Name	Type	Description
sys_id	String	The sys_id of the conversation.

var c= conversation.sys_id;

GlideConversation - table

The name of the table containing the record being discussed.

This field is set for feed conversations, and is set to the table holding the record.

Table 6. Field

Name	Type	Description
table	String	The name of the table holding the record being discussed.

var c= conversation.table;

GlideConversation - type

The conversation type.

This is not the message type.

Connect supports the following types.

• peer - direct conversations, which consist of messages between two users.
• connect - group conversations, which consist of messages between more than two users.
• support - Connect Support conversations.
• feed - record conversations, which consist of messages that correspond to comments and work notes on a specific record.

Table 7. Field

Name	Type	Description
type	String	The conversation type.

var c= conversation.type;