Hello all,
I have added "Interaction realated record >task" related record in the incident form but its not visible still on the related records if i go to inteaction and click on icreate incident and if one incident gets created then this related record is visible but without that it is not visible.
I want to achieve this so that the fulfillers can directly attach the interaction from incident form directly.
How i should achieve this?
@Ankur Bawiskar any input on this?
Regards,
Debasis
You can create multiple incident, change, request and case as part of an interaction based on valid needs of the user.
See below for a sample interaction where multiple tasks are created,
Recommendation is do not try to relate existing tasks to an interaction. You can imagine a scenario, you are calling or chatting with Amazon help desk and they are creating multiple requests or support tickets on your behalf. To identify, as part of which interaction these requests are created, you can use interaction reference. For any records, created outside interaction it would not be meaningful to link it to an interaction as source of creation if those records were not created from an interaction.
Go through Interaction Management module in Now Learning if you need more information and below is reference documentation
As per community guidelines, you can accept more than one answer as accepted solution. I hope you appreciate the efforts to provide you with detailed information and mark the responses as helpful & accept solution.
Thanks,
Bhuvan
that's the OOTB behavior.
The related list will be only visible if there is related record in it.
It's configured via List Control as "Omit if empty" is Checked
Interaction is created first and if agent feels the need they can create INC from that and the linkage happens.
Adding interaction from INC is not a best practice and you are trying to do reverse.
If my response helped please mark it correct and close the thread so that it benefits future readers.
What you are trying to do is not best practices. You can relate interaction -> incident when incident was created by interaction.
Interaction relation would show up in incident when you add related list 'interaction'. When incident is created outside interaction, why do you need to attach interaction record to it ?
Interaction related table is interaction_related_record and would recommend not to over-ride this behavior
If this helped to answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
