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Dynamics 365 Unified Service Desk

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Posted on by Community Member

Hello,

Is it possible when clicking on the Agent Script Answer Text to get the value pass it to an EntitySearch as parameter?

Thank you

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Community Member on at

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RE: Dynamics 365 Unified Service Desk

This is indeed what i did. Thank you ;)
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ansrikanth 3,115 on at

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RE: Dynamics 365 Unified Service Desk

Ok, you need the Answer text. Then the only option for you is, Execute an action call on Answer click which would use Global Manager's CopyToContext action to copy the answer text (hardcoded based on the answer). Use this Context variable value in your Fetch.
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RE: Dynamics 365 Unified Service Desk

Hello @Srikanth Alluri,

Sorry for the late reply, unfortunately, it's not working (unless I'm missing something).

The event "TaskUpdated" is triggered, but the selected answer text is not shown.

Below I attached a screen of the debugger and I copied the data of the event.

Kind Regards,

Action Call# 1

Source:Event(Agent Scripting)
Name:TaskUpdated
Application:
Action:
Action Data:
Parameters:"task"="Client --> Identification"

Condition:
Condition Result:Success
Community Member on at

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RE: Dynamics 365 Unified Service Desk

Hello, thank you, i will try it and get back to you.

Kind regards
ansrikanth 3,115 on at

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RE: Dynamics 365 Unified Service Desk

Yes, That is clear and Yes, it is possible.

Whenever you select an answer "TaskUpdated" event which contains the Answer selected. Copy this into Context. You will be using this Context variable in your entity search. After copying to context, execute DoSearch action to execute your entity search.

Let me know if it is not working for you.
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RE: Dynamics 365 Unified Service Desk

Hello,

Thank you for reply.

I have An Agent Script that has 2 Answers. When i click one of the answers i want to be able to pass the Answer text to an Entity Search.

Example:

Agent Script 1

Answer 1

Answer 2

When i click Answser 1, "Answer 1" should be passed to a FetchXml defined in the Entity Search (USD).

I hope it's clear now.

Kind Regards,
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ansrikanth 3,115 on at

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RE: Dynamics 365 Unified Service Desk

Didn't understand the question correctly. Can you explain with some example please?