Associating Interactions With Existing Interactions And Incidents

[Neil Santucci]

Hi,

we are implementing Live Agent in Tokyo and one of our requirements is to link a new interaction with an existing incident (e.g. a user following up an earlier call). In Service Operations Workspace there doesn't appear any way to do this but you can associate an interaction with an existing interaction.

When I tried this the association isn't displayed anywhere on either of the related interactions. If I try and add a new interaction association I get an error message saying that that the Interactions are already related. This happens when I try and link to any Interaction.

Has anyone else tried to do this and did it work?

thanks

Neil

[Community Alums]

Hi @Neil Santucci ,

This thread should help you :https://www.servicenow.com/community/now-platform-forum/how-does-interaction-associate-with-the-inci...

[Neil Santucci]

Hi Sandeep,

thanks for the reply, not quite what I'm looking for. The thread was more about the underlying process of how the association works, I'm trying to find out how the functionality works in the scenario above.

Neil

[thomasawhit]

Did you ever find a resolution for this? I'm looking to do the same thing.

[Neil Santucci]

I ended up logging a call with ServiceNow. You have to select the table, e.g. Incident and then the references appear in the drop down above that. Leave the interaction value as it is.

When I tested it I get an error that ServiceNow were able to reproduce and they logged it as an issue

Problem No: PRB1633427
Problem Description: Incident is not getting associated with Ongoing Interaction Instead it displays 'is already associated with {Ongoing Interaction Record}'
Problem State: Investigation

They said they'd let me know when it was fixed but haven't heard anything. This was a couple of years ago, don't know whether it's fixed and they just didn't tell me or if it's still broken.