Creating interactions in Agent Workspace

[jcmings]

I'm confused by the process to create interactions in Agent Workspace -- why do I have to enter the subject user (opened for user) twice? The way the form is laid out does not make any sense. Right now, the process is as follows:

1. Click Create Interaction
2. Verify the employee in the interaction (enter the subject person's name), and click Next
3. Provide the interaction details, and click Create Interaction 
4. The interaction gets created, but it is not associated whatsoever with the person from step 2. Therefore, I have to verify the employee in the interaction again.

What's up with that? Is the person entered in my step #2 stored anywhere, so that I can auto-populate the "Opened for" field in step #4? This process is not intuitive at all.

[jcmings · Accepted solution]

If anyone runs into this issue in the future, for some reason, the solution is to add the Opened for field to the CSM Workspace view on the Interaction record.