How case is attaching to the interaction record without any association form virtual agent?

[anonymous13]

When we submit any case or incident on the portal , after submitting the case if we chat with virtual agent then interaction will created and if we close that chat  then recent case which we have submitted that case is attaching to the interaction record in related task record and that interaction is not associated with recent case.
This is OOTB functionality, we are finding that from where that case is attaching to the interaction record.
Also we have checked the Business rule's and related script .

Please help me with this.

Thank you in advance.

[anonymous13]

According to our findings, any cases, incidents, or requests created or updated during the conversation are automatically attached to the interaction record. In the Product documentation, we found that vaSystem.attachRecordToConversation is responsible for attaching case records to interaction records. This is OOTB functionality, and we have noticed the same behavior in PDI as well.

vaSystem.attachRecordToConversation(String tableName, String sysId) : Attach ServiceNow records to the Related Tasks list in a Virtual Agent interaction record. These records are updated or created during a Virtual Agent conversation.

We found this method used in Virtual agent -> Designer -> Topics -> action expression
Note: This both topics are OOTB and read only.

Links are mentioned below for the reference :

Article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830094

Similar Article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0952062

Product Documentation (Related Task): https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/concept/va...

Community Article : https://www.servicenow.com/community/virtual-agent-nlu-articles/50-un-documented-virtual-agent-varia...

Thank you!

I hope this helps. Please mark correct/helpful based on impact