Configure button to show linked task ticket

[joshmorris]

Hi everyone, On an interaction record I have added a custom field called transferred to referenced the task table this was in the hope that when I associate a record with an incident it would populate the transferred to field but it doesn't. Does anyone know how to configure this?

[Shivalika · Accepted solution]

Hello @joshmorris  

We already have a "incident" related list on "interaction" - why its available to us as "related list" from "OOB" is because - one interaction can have several incidents associated with it. Because the agent can click on "create incident" button again and agian and create incidents.

See here :- 

So, if you just want incidents, you can add a filter that "Task type = incident". Also, you can make this related list visible in SOW for you. That would be way simpler and recommended process. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY 

[joshmorris]

Thanks but I also have a requirement to do the same for service requests which I dont think is OOTB

[Shivalika]

No @joshmorris 

That is also OOTB. Just in the Related Task - put the filter like - "Task Type is Request (service request) whatever" 

Because this related task is referencing task tables and stores records where "origin table" is "interaction" which means stores all records which are made via interaction. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY QQ

[joshmorris]

So would it be possible to configure when an incident or request is linked, a work note comes in and says IMS.... has been linked?