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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Adam L1
Kilo Explorer

‎10-08-2021 09:23 AM

I found this article that explains that this is expected behavior, but it logically doesn't make any sense operationally. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830094

Has anyone figured out how to turn this off??

0 Helpfuls

Andrew Winter
Tera Contributor

‎08-03-2022 11:12 PM

For the above there is a system property: com.glide.interaction.autocreate_relationships. By default this property is set to true. Which means when a record is created, updated or viewed from the interaction the relationship is created. If the system property is set to false, you will are required to create the relationship to related records.

0 Helpfuls

Kristen Ankeny
Kilo Sage

‎05-12-2023 11:26 AM

I'm not seeing an answer marked correct, so just wanted to add this in case someone else runs across this old community post. There is an on display business rule against task table called "Link task to interaction on display" that creates this relationship.

0 Helpfuls

Pratiksha_45
Kilo Sage

‎07-12-2023 06:04 AM

@Mahesh Kumar7 

Have you solved this issue? Because we are facing the same issue.

Any help would be appreciated!

 

Thank you!

 

0 Helpfuls

anonymous13
Tera Expert

‎07-17-2023 03:21 AM - edited ‎07-17-2023 03:25 AM

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