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

rashmianish · ‎10-15-2020

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.

rashmianish · ‎10-16-2020

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.

View solution in original post

Riya27 · ‎07-05-2022

Hi

I'm looking for the same. Did you find the answer?

Thanks

DNC · ‎07-11-2022

Hi Riya

It is working for me.

Try this for you

Business Rule -

After - Insert

(function executeRule(current, previous /*null when async*/) {
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.interaction = current.request.parent_interaction; //(RITM)
//ir.interaction = current.request_item.u_parent_interaction; (TASK)

ir.insert();

})(current, previous);

Thanks

Nagarjuna

DNC · ‎07-12-2022

Hi

I have missed this one.

'a new field called u_parent_interaction was created in the RITM table which is referencing the Interaction table.'

Thanks

Nagarjuna