About Interaction Number (IMS)

Darshana2
Tera Contributor

‎12-08-2022 05:04 AM

If we create case through Virtual agent then IMS Number is generated and it is reflected in worknote but if we create case through front end  then IMS Number need not to be generated. what we have to do to remove IMS number if we create case through front end.

Screenshot 2022-12-08 182552.png

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Sebas Di Loreto
Kilo Sage

‎12-08-2022 05:44 AM

@Darshana2 

It is not doing that on my out of the box instance.

I recommend to go to the configuration for the sn_hr_core_case table (type this on the left nav "sn_hr_core_case.config") and look for business rules or client scripts that might be doing this.

As an example check these two:

  • /sys_script.do?sys_id=a62a91777332f0104a905ee515f6a741
  • /sys_script.do?sys_id=f57035377372f0104a905ee515f6a791

 


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