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.

Example

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.

Example

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.

Example

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.

Example

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.

Example

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.

Example

var c= conversation.type;