Create a queue for product issues

Create a queue for the Chat service channel that routes product issues.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to the queue settings through one of the following navigation paths:

   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up queues.

   • All > Advanced Work Assignment > Queues.

2. Select New.

3. Enter the following information in the fields listed:

   • Name: Product Support

   • Service channel: Chat

   • Condition mode: Advanced

4. In the Script field, enter this script:

   (function executeCondition(/* glide record */ current) {  
   	var contextTable = current.getValue('context_table');
   	var interactionBlobRecord = new GlideRecord(contextTable);
   	interactionBlobRecord.addQuery('sys_id',current.getValue('context_document'));
   	interactionBlobRecord.query();
   
   	if(interactionBlobRecord.next()){
   		var jsonBlob = JSON.parse(interactionBlobRecord.getValue('value'));
   		if(jsonBlob.liveagent_csp_category == 'product')
   			return true;
   	}
   	return false;
   })(current);

5. Click Submit.