Agent Workspace - Interaction - Interaction Related Record is created when a task is opened from User's Tasks

[Iveta Prazakova]

Hi, I'm working on the configuration of Interactions in Agent Workspace. And I noticed that when the user opens any task from related list "User's Tasks" a record in "Interaction related record" table is created. 

Do you know why is the record created or if it can be disabled? 

We have some business rules, which should run when the user create Incident or Request from the interaction. But now the business rules are triggered also when the user only open a task from the related list "User's Tasks".

[Iveta Prazakova · Accepted solution]

I asked on HI and this behavior is according to the documentation:

"While you are on an interaction, tasks that are viewed or created under the interaction are automatically logged on the Interaction Related tasks."

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workspace/concept/inte...

Therefore I must rewrite the BRs to be triggered on incident and request table. I used OOTB field parent_interaction on request and new field u_parent_interaction on Incident, which I populated throughth "Create incident" UI action.

[Riya27]

Hi

Can you please help me with 'How you have populated parent_interaction field from UI Action?'

Thanks

[Iveta Prazakova]

Hi, 

I think that parent_interaction on request is populated automatically and we populate our custom field u_parent_interaction on incident via UI action Create Incident:

var canCreateIncident = false;
if ((current.isNewRecord() && current.canCreate()) || (!current.isNewRecord() && current.canWrite()))
    canCreateIncident = current.update();
else
    canCreateIncident = true;

if (canCreateIncident) {
    var inc = new GlideRecord("incident");
    inc.initialize();
    inc.caller_id = current.opened_for;
    inc.short_description = current.short_description;

    inc.u_parent_interaction = current.getUniqueValue();

    action.openGlideRecord(inc);
}

[Brian Dailey1]

Hi Iveta,

In your conversations with HI on this issue, did they ever mention if there was an option to turn off this feature in Workspace?  (i.e., to not have it record a related record for every record you open from the Interaction)

Thanks,

-Brian