We are using a web browser plugin to access our knowledge base platform. When our support agents open a ticket in AssystWeb, the plugin opens a sidebar with a search engine.
The plugin can be configured to recognize data on the webpage (in this case, the incident form) and automatically “grab” field contents to paste it in the search engine, delivering search results to the support agent immediately when they open a ticket.
The plugin configuration offers five methods for recognizing the field, based on standard Javascript functions:
| Setting | Definition |
|---|---|
| Title_xxxxxxx | getElementsByName - method returns a collection of elements with a specified name. Currently we then use the first element found. |
| getElementById - method returns an element with a specified ID | |
| getElementsByClassName - method returns a collection of elements with a specified class name(s). | |
| querySelector - method returns the first element that matches a CSS selector. | |
| function - Specify the name of a function built into the extension (added when the page DOM is too complex for the above functions to obtain the required values). |
For example, the plugin already has a configuration for ServiceNow which has the following settings:
"title_function": "getServicenowIncidentTitle",
"ticket_function": "getServicenowIncidentTicketId"The plugin can grab the contents of the incident title and the incident ticket nr.
Which element in the AssystWeb incident form do we need to set in our configuration so that the plugin can grab the contents of the Description field?
Thank