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

[Rob Banks]

This was resolved it seems - I am able to relate interactions to other items (interactions, incidents, requests) through this method. @thomasawhit 

I ended up finding this thread while trying to figure out how to do exactly this, so thank you for your response, Neil.

Edit - I would like to say, though, that I still can't find interaction relation to other interactions anywhere. My org is still implementing ServiceNow and I'm the only one currently working with interactions as of yesterday - so it's possible I'm missing something with my "new" eyes.