Show related incidents by caller in Agent workspace

Ruchi Kumari1
Tera Expert

yesterday - last edited yesterday

Hello,
Use case : On Agent workspace for any interaction record, i need to display related incidents of the caller from last 60 days.
Currently there are 4 tabs displayed , i want to add one for related incidents.

RuchiKumari1_1-1767877589866.png

 



Below are my findings :
1. On interaction record there's arelated list to display incidents for same. How to bring this in the agent workspace and add some filter like created in last 60 days?

RuchiKumari1_2-1767877685923.png

 

2. In Workspace view rules, how to configure default tab focus field so that i can add the incidents by same caller related list here.

RuchiKumari1_3-1767877901773.png

 

 

As per my understanding, if i bring this related list in default tab focus, it should display in agent workspace as well. From where can i configure this ? Also, i need to add filter in this related list that should be displayed.

Any leads would be appreciated or any other approach through which this could be achieved.

 



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1 REPLY 1

Itallo Brandão
Mega Guru

yesterday

Hi Ruchi,

You are on the right track, but there is a small misconception about the "Workspace View Rule".

The "Default Tab Focus" field shown in your screenshot does not add the tab to the workspace; it only determines which existing tab is active/selected when the record opens.

To achieve your requirement of displaying incidents for the same caller filtered by the last 60 days, follow these two steps:

 

Step 1: Create a Custom Relationship (For the Filter)

Since you need a specific time filter (Last 60 days) that doesn't exist in the OOB "Incidents by Same Caller" relationship, it is best to create a new one.

  1. Navigate to System Definition > Relationships.

  2. Click New.

    • Name: Incidents by Caller (60 Days)

    • Applies to: Interaction [interaction]

    • Queries from: Incident [incident]

  3. Script:

    (function refineQuery(current, parent) {
    // Filter by Caller matching the Interaction's Opened For
    current.addQuery('caller_id', parent.opened_for);

    // Filter for Last 60 Days
    current.addQuery('sys_created_on', '>=', gs.daysAgo(60));

    // Optional: Order by newest first
    current.orderByDesc('sys_created_on');
})(current, parent);

 

Step 2: Add the Tab to Agent Workspace

Workspace tabs are driven by the Related Lists configuration of the specific View used in the Workspace.

  1. Open any Interaction record in the Native UI (Classic Environment).

  2. Switch your View to "Workspace" (or "CSM Workspace" as seen in your screenshot).

  3. Right-click the form header > Configure > Related Lists.

  4. Find your new relationship "Incidents by Caller (60 Days)" in the Available slushbucket and move it to Selected.

  5. Save.

Result: When you refresh Agent Workspace, you will see a new tab (Related List) next to "Open Cases" containing only the incidents from the last 60 days for that user.


Hope this helps you get the tab configured!

 

If this response helps you achieve your requirement, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

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