Agent Workspace: 'Related task' tab on Interaction form.

[rashmianish]

Agent Workspace: 'Related task' tab on Interaction form is showing REQ numbers related to that particular interaction.

We want to change this configuration to look at sc_req_item table instead.

Please advise if anyone has any information on this. 

[Alberto Consonn]

Hi @rashmianish 

this part is not customizable, however from the backend, if you press "Associate Record", then you can select a RITM (sc_req_item) record and show it in the Related task tab:

If I have answered your question, please mark my response as correct and helpful so that others with the same question in the future can find it quickly and that it gets removed from the unanswered list.

Thank you very much

Cheers
Alberto

[terrieb]

Can we include Catalog Tasks on this Related Task view also in Agent workspace?

Thanks!

[rashmianish · Accepted solution]

Thanks for the suggestion Alberto, after a day of work I was able to configure this. Providing the details below, hoping it will be useful to someone someday 🙂

1. The 'Related Task' in the Interaction related list is populated from a Relationship called 'Related Task'. The records which are populated in the Related list are determined from the interaction_related_record Table

2. As per OOB configurations, there is only a link between REQ and Interaction records i.e through the parent_interaction field.But there is no direct link between RITM and Interaction. So, to fulfill my requirement, a new field called u_parent_interaction was created in the RITM table which is referencing the Interaction table.
Then, created a Before query insert BR on RITM table, which sets the u_parent_interaction same as request.parent_interaction.

3. Another 'after' business rule has been configured which executes when parent interaction field value changes, to created new record on Interaction Related Records table. 

var ir = new GlideRecord('interaction_related_record');
ir.initialize();
ir.document_id = current.sys_id;
ir.document_table = current.getTableName();
ir.interaction = current.u_parent_interaction;
ir.insert();
}

4. Default filter was applied on the 'Related Task' related list to not display REQ's.

[DNC]

Hello

Thanks for the work, same configuration is required in my project also.

Can you provide the full configurations, which I can Implement in my system.

Lookin for : 

Then, created a Before query insert BR on RITM table, which sets the u_parent_interaction same as request.parent_interaction.

3. Another 'after' business rule has been configured which executes when parent interaction field value changes, to created new record on Interaction Related Records table. 

Thanks for the help