Case to Interaction state synchronization

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KirilD
Tera Contributor

‎01-19-2025 02:17 AM

hello,

I'm preparing for CIS-CSM exam and asked myself one question, for which I can't find answer in ServiceNow docs and this community. The question is: If we have created a Case from an Interaction, why the respective Interaction is not closed (OOB) once the Case is resolved/closed? Do we need to implement some automation to make this happen? Otherwise there will be additional effort to close manually (housekeeping) all opened Interactions.

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Kieran Anson
Kilo Patron

‎01-19-2025 05:21 AM

Hi,

An interaction is a point in time record. It shouldn't extend longer than that human interaction occurs.

 

Example situation: Customer calls a helpdesk to raise an issue

  1. Helpdesk agent starts an interaction when the call comes in (automatable with CTI)
  2. Helpdesk agent completes details such as the contacting user, and captures high level details on the enquiry.
  3. If a case is needed, a case is created
  4. Once the phone interaction ends, the agent closes the interaction record. The case continues it's own lifecycle 

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Kieran Anson
Kilo Patron

‎01-19-2025 05:21 AM

Hi,

An interaction is a point in time record. It shouldn't extend longer than that human interaction occurs.

 

Example situation: Customer calls a helpdesk to raise an issue

  1. Helpdesk agent starts an interaction when the call comes in (automatable with CTI)
  2. Helpdesk agent completes details such as the contacting user, and captures high level details on the enquiry.
  3. If a case is needed, a case is created
  4. Once the phone interaction ends, the agent closes the interaction record. The case continues it's own lifecycle 
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