Using HappyCustomConfig to edit default language in Ticket-based IT Experience

var HappyCustomConfig = Class.create();
HappyCustomConfig.prototype = {
    initialize: function () {
        var currentTimeMS = new GlideDateTime().getNumericValue();
        this.datestamp = new Date(currentTimeMS).toISOString();
    },

    /**
     * Configure function can override existing data mappings or  define mappings for tables not supported by the default configuration logic.
     * @param {GlideRecord} obj GlideRecord object that triggered response link creation
     * @param {JSON object} conf object that contains configurations made in HappyLinkCreator
     * @param {string} tableName name of the table where the GlideRecord object originated
     * @returns modified configuration object
     */
    Configure: function (obj, conf, tableName) {

        /* Available keys on base object described below
        Below keys correspond to specific fields on HappySignals cloud
        // MANDATORY DETAILS
        conf.esm = 'IT'; // top level categorization for the response eg. IT, HR, Security
        conf.ticket_type = ''; // type of ticket eg. Request, Incident etc.
        conf.category = ''; // survey form key, consult with HappySignals
        conf.ticket_number = ''; // ticket number or other identifier
        conf.opened_at = ''; // time when the ticket was opened
        conf.datestamp = ''; // time for the survey delivery, should be tied to datetime field on the ticket
        conf.language = ''; // language code eg. en, fr, es etc.

        // BENCHMARK DETAILS
        conf.contact_type = '';
        conf.country = '';

        // END USER DETAILS
        conf.employment_started_at = '';
        conf.endUserId = ''; // email address of the end-user

        // OTHER DETAILS
        conf.reassign = '';
        conf.assignment_group = '';
        conf.priority = '';
        conf.location = '';
        conf.company = '';
        conf.ci = '';
        conf.service = '';
        conf.secondary_category = '';
        conf.tertiary_category = '';
        conf.region = '';
        conf.vendor = '';
        conf.business_stc = '';
        conf.time_worked = '';
        conf.made_sla = '';
        conf.source_object = '';
        conf.source_id = '';
        */

        // short example of mapping interaction table fields
        switch (tableName) {
            case 'interaction':
                conf.esm = "IT";
                conf.ticket_type = "Interaction";
                conf.category = "other";
                conf.ticket_number = this.__getFieldValue(obj, 'number');
                conf.language = this.__getFieldValue(obj, 'opened_for.preferred_language');
                conf.datestamp = this.__getFieldValue(obj, 'closed_at', 'time');

                conf.contact_type = this.__getFieldValue(obj, 'type');
                conf.country = this.__getFieldValue(obj, 'opened_for.location.country');

                conf.assignment_group = this.__getFieldValue(obj, 'assignment_group');
                break;
        }

        return conf; // return the configuration object back to HappyLinkCreator to generate the response link
    },

    /**
     * Gets field values and returns them in a format expected by HappySignals
     * @param {glideRecordObject} record gliderecord of the object where the field value is retrieved
     * @param {string} field field name where the data is retrieved, supports dot-walking to reference fields
     * @param {string} returnType in what type the value is returned, options sys_id, value, time, displayValue
     * @returns return value from the given field
     */
    __getFieldValue: function (record, field, returnType) {

        returnType = returnType || 'displayValue'; // set default return type as displayValue if defining argument is not provided
        var returnValue = '', //set default return value
            elem = record.getElement(field); // get the possibly dot-walked element

        if (!gs.nil(elem) && !gs.nil(elem.toString())) {
            try {
                switch (returnType) {
                    case 'sys_id':
                        returnValue = elem.sys_id.toString();
                        break;
                    case 'value':
                        returnValue = elem.toString();
                        break;
                    case 'time':
                        var timeInMS = new GlideDateTime(elem.toString()).getNumericValue();
                        returnValue = new Date(timeInMS).toISOString(); // time fields need to be formatted to ISO8061 format
                        break;
                    default:
                        returnValue = elem.getDisplayValue();
                }
            } catch (e) {
                gs.info("HappyCustomConfig: mapping for field ({0}) unsuccessfull due to error: {1}", field, e.message);
                return ''; // failsafe to prevent other field processing from stopping
            }
            if (returnValue == undefined || returnValue == null) {
                returnValue = '';
            }
        }
        return returnValue;
    },

    type: 'HappyCustomConfig'
};

Update the HappyCustomConfig to reflect the Services used for example Incidents and Requests Items added to the Interaction configuration as described below

// short example of mapping interaction table fields

switch (tableName) {
    case 'incident': {
        // language fallback, apply to incidents
        if (gs.nil(this.__getFieldValue(obj, 'caller_id.preferred_language', 'value'))) {
            conf.language = 'fi'; // if language is not defined then set it to this
        }
        break;
    }
    case 'sc_req_item': {
        // language fallback, apply to request items
        if (gs.nil(this.__getFieldValue(obj, 'requested_for.preferred_language', 'value'))) {
            conf.language = 'fi'; // if language is not defined then set it to this
        }
        break;
    }
    case 'interaction': {
        conf.esm = "IT";
        conf.ticket_type = "Interaction";
        conf.category = "other";
        conf.ticket_number = this.__getFieldValue(obj, 'number');
        conf.language = this.__getFieldValue(obj, 'opened_for.preferred_language');
        conf.datestamp = this.__getFieldValue(obj, 'closed_at', 'time');
        conf.contact_type = this.__getFieldValue(obj, 'type');
        conf.country = this.__getFieldValue(obj, 'opened_for.location.country');
        conf.assignment_group = this.__getFieldValue(obj, 'assignment_group');
        break;
    }
}