Hello everyone,
We have integrated with Genesys and implemented two business rules:
BR 1: When a case is inserted, and certain conditions are met, a new interaction is created in Genesys for the respective case through a REST API. The resulting interaction ID is then stored in a field called "Current interaction."
BR 2: When specific fields in the case table (such as category, assignment group, assigned to) are changed, the system checks if the "Current interaction" field is empty. If it is empty, a new interaction is created in Genesys. Otherwise, the system updates the existing interaction in Genesys with the modified values.
Both of these business rules are asynchronous.
The issue we are encountering is that when a case is created, there are scripts that update the case immediately. As a result, both the insert BR and update BR are triggered at the same time, leading to the creation of two interactions simultaneously. How can we avoid the creation of two interactions?
Regards,
Sobitha
