How records get associated to Related Tasks on a Interaction form in Agent Workspace?

[Mahesh Kumar7]

If you observe the snapshot below:

There are 9 user tasks and no Related Tasks initially.

However, once I just open any record from User's Tasks it starts showing that record in Related Tasks, even if I do not modify that user task record.

I just want to how is this record getting attached into Related task. Which client script/ script include is involved in this functionality? Any pointers to this will be really appreciated.

[Ashutosh Munot1]

HI,

That is nothing but a Relationship:

YOu can go to Relationship in left navigation as below:

URL:

https://instanceName.service-now.com/sys_relationship_list.do?sysparm_query=nameSTARTSWITHRelated%20TAs&sysparm_view=

[Mahesh Kumar7]

Thanks for your quick response, but honestly speaking I didn't get how exactly the records are getting attached automatically once I click to open any record from user tasks.

The relationship contains the below script:

current.addEncodedQuery("SUBQUERYsys_id,document_id,interaction_related_record^interaction=" + parent.sys_id + "^ENDSUBQUERY");

What is SUBQUERY and ENDSUBQUERY exactly mean here?

And this encoded doesn't look like a normal encoded query which we copy from a list view.

[Mahesh Kumar7]

@Chuck Tomasi @Pradeep Sharma @Ankur Bawiskar @Mark Roethof @Dan Bruhn @Jaspal Singh 

Request you to help me out in this.

I just want to know how a record comes in Related Task when I just open a record from User's task in agent workspace. I do not even modify the record, just a click and it gets into related task list.

Regards,

Mahesh Kumar

[User393243]

I'm experiencing a similar situation when I escalate from interaction to a request. [interaction_related_record] table doesn't populate a record until I display the request item. Any thoughts on this?

Thanks,

Don