Groovy script is not working for the Help Desk Triage Agents.

12:39PM

Hi ,

I am configuring the Triage Agents and Resolution Agents in my system but the groovy script is not working .

I have configured the below groovy script under Help Desk Request > Messages object.

Trigger Event - Before Insert

// Before insert trigger on message object.
if (MessageTypeCd == 'ORA_SVC_AI_SYSTEM_NOTE') { def msgContent = MessageContent
if (msgContent != null && msgContent.toString().contains("\"workflowCode\":\"sr.triage.agent.workflow\"")){
if(msgContent.toString().contains("\\\"vague\\\":\\\"no\\\"") && (msgContent.toString().contains("\\\"additionalInformation\\\":null") || msgContent.toString().contains("\\\"additionalInformation\\\":[]"))){
HRHelpDeskRequest?.StatusCd = 'TRIAGE_DONE'
}
else {
HRHelpDeskRequest?.StatusCd = 'TRIAGE_WAITING'
}
}
}
// This groovy script is needed for Workflow Orchestration. The intent is to update SR Status to TRIAGE_DONE, when Customer replies with additional information requested by Triage Agent, which will kick off other workflow.

Groovy script is not working for the Help Desk Triage Agents.

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