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ADD-IN API - Incident custom field in a Chat Workspace

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edited Jun 13, 2022 4:06AM in General Technical Discussions 10 comments

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We created a text plain Incident custom field named SERIAL_NUMBER that is populated from the Customer Portal (Chat_Launch) and it is shown during a chat session from within the Chat Workspace, but we can't find any way to get it programmatically using the Console Add-in API.

Since the Incident is created only at the end of the chat session, that field becomes available through (IIncident)_recordContext.GetWorkspaceRecord(RightNow.AddIns.Common.WorkspaceRecordType.Incident) too late.

How can we retrieve its content at the beginning of the Chat session as the Console does?

I had a look at the IChat* interfaces, but I did not find a viable method to extract the value of that custom field.

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