Customer activity not showing when interaction created and assigned to specific account

Vijay1
Tera Contributor

‎01-09-2024 04:13 AM

Hi Team,
Good Day!

 

I am working on a CSM project, the recent time I got to know that when a case is created and assigned to any account in the CSM workspace it will show under the customer activity tab, same process I followed and creates one new interaction but nothing showing under customer activity tab.

If i am missing any conditions, please let me know.
Steps to reproduce the issue:
1. Open CSM/FSM workspace
2. In the list open Accounts under the customer.
3. Open any account and in the list, you will be able to see Customer Activity tab, click on the customer activity tab and check there noting is showing even when you assign cases and interaction to the account.

refer attached screenshots.

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Ratnakar7
Mega Sage
Mega Sage

‎01-09-2024 04:33 AM

Hi @Vijay1 ,

 

To troubleshoot why the interactions are not showing under the Customer Activity tab, you may want to check and ensure the following:

  1. Check Relationship Records:

    • Ensure that there is a relationship between the Account and the Interaction records. In ServiceNow, relationships are often defined through Configuration Item (CI) Relationships. Check if there's a relationship record that links the Account and Interaction.

  2. Check Related Lists on Account Form:

    • On the Account form, check if there is a related list for Interactions or Customer Activity. Sometimes, related lists need to be explicitly added to the form layout.

  3. Check Security Rules:

    • Verify that the user or role you are using to view the Customer Activity has the necessary permissions to access and view the interactions. Check both record-level and field-level security rules.

  4. Check Business Rules or Script Includes:

    • There might be business rules or script includes that control the behavior of the Customer Activity tab. Check if there are any scripts that might be interfering with the expected behavior.

  5. Check Field Mappings:

    • Verify that the fields that are used for relationship mapping are correctly mapped. If there are any conditions in the mapping, ensure that those conditions are met.

  6. Check for Errors:

    • Look for any errors or warnings in the browser console or the ServiceNow logs. This might provide insights into what is going wrong.

  7. Check Customer Activity Configuration:

    • Review the configuration of the Customer Activity tab itself. Ensure that it's configured to display interactions and that the conditions for displaying records are met.

  8. Check Glide Record Queries:

    • If you have access to the ServiceNow backend, you might want to use Glide Record queries to inspect the records and relationships directly.

 

Thanks,

Ratnakar

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