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Read interaction from service ticket


I want to read interactions data from Service Ticket. Can somebody provide me code snippet how to proceed for the same.



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  • Best Answer
    Posted on May 24, 2016 at 04:17 AM

    Hi Surichi,

    Since you know Interaction is combine display of BTD(BusinessTransactiondocument) and TextNote.

    When you check ServiceRequest BO in repository explorer you will find a node TextCollection

    You should use that node to read customer note for example you can read last note in your script( for example beforeSave)

    var lastInteraction = this.TextCollection.Text.GetFirst().TextContent.Text.content;



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    • Former Member Sunil Kumar Maurya

      Hi Sunil,

      There is still a limitation here as this code only loops the internal notes of the Service Request.

      However, when we look at BTD references such as e-mail there seems to be another problem.

      For example: I have 2 emails associated to a service ticket (both incoming). The GetFirst() and GetLast() functions behave the same, only grabbing the oldest (first) e-mail content. For some reason, I cannot grab the newest (last) email as it's not registered in the table (collection).

      Any suggestions on a workaround for this?

      Best regards,


      Former Member

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