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
As mentioned in my earlier post, this is not recommended and you should not pursue it. Just because you can achieve a functionality by customization, you should not do it always and this is against ITSM best practices. Incident Management is critical process and I would recommend not to make any changes to interaction-incident relation.
You can add related interactions or create a new incident from interaction but do not create interaction from an incident.
I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
If you want to understand for learning purposes, try below in PDI setup.
Create an interaction and from the interaction, create an incident record. In my example, I created IMS0000013 and created incident INC0010081
This will create a new record in interaction_related_record table with interaction -> incident relation
Suppose I want to map an existing incident to be part of this interaction, go to interaction_related_record table and create a manual entry like below
I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
