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

Mahesh Kumar7
Mega Expert

‎07-15-2020 06:05 AM

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.

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14 REPLIES 14

Allison M
Tera Expert

‎05-11-2021 01:57 PM

I am also seeing this issue with related tasks not associating.  Any updates?

0 Helpfuls

brunckda
Tera Contributor

‎06-15-2021 02:03 AM

I have the same issue. I don't want to associate a task to interaction by clicking on it!? 🙂 I can't find the script... Any Idea to deactivate this "feature"? 

0 Helpfuls

kmarinelli
Tera Contributor

‎06-15-2021 09:29 AM

We are also having this issue and is being reported as failed testing for our pending implementation later this month.

I also am asking if this is expected OOB behavior, and/or is there a way to turn this off.

 

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kmarinelli
Tera Contributor
In response to kmarinelli

‎06-18-2021 12:07 PM

UPDATE:  HI responded that this is expected behavior.

 

Solution proposed is :

Reason: This is working as expected.

Issue: How to stop creating Interaction Related Task relationships inadvertently.

Most Probable Cause: This is working as expected and it was implemented in the Orlando release. The idea behind this behavior is that users can see all related REQ, SCTASK records under Related tasks. As soon as you see records as part of the Interaction record, it creates an entry in interaction_related_record table so it shows you all records in related lists. Currently, this behavior is within the Agent workspace only and not from UI16. Overall, this is expected design from Agent workspace,

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Stefan K_
Tera Expert

‎07-20-2021 02:45 AM

+1, it seems strange to create a relation just by opening some record from interaction.

Btw, it is not just tasks but any kinds of record (e.g. user or assignment group) that is opened which get a record generated in interaction_related_record table.

Attention, I have created 2 ideas related to this, if you could please up vote!

1. Interaction>>Possibility to turn off feature where tasks are linked to interaction by just viewing t...

2. Interaction>>Related tasks>>Ability to see the type of relation (created, associated, viewed)

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