Relating incident with it's interaction record

Nisha33 · ‎07-23-2020

Hi All,

I created an interaction record (IMS0006104) from agent workspace form. And then created an incident(INC0137902) from that interaction record using the create incident option given on the agent workspace.

Now on Interaction form incident is related to it & shown under Related tasks. But I want to populate the interaction record on INC0137902. How can i do that!!!

Any suggestions!!!

Regards,

Nisha

Dhananjay Pawar · ‎07-23-2020

Hi,

If this is the case.

Then Under related records section create one reference field which will refer to Interaction table.

Whenever there will incident record created in interaction table related list, interaction record will auto populate on incident.

Check attached screenshot.

Interaction record.

Mark correct and helpful based on impact.

Thanks,

Dhananjay.

View solution in original post

Dhananjay Pawar · ‎07-27-2020

Hi,

You need to create one reference field on incident table under related record section, And that field will refer to interaction table.

So whenever you will create incident record from interaction table related link it will copy interaction no in incident record.(I have tried in native tool and it is working for me, I have attached screenshot in above reply)

Nisha33 · ‎07-28-2020

Hi Dhananjay,

I created the reference field to Interaction table under Related records on incident form. But iyt's not getting auto-populated.

I am creating incident from interaction record by using the link given on agent workspace.

Steps i am following:-

1.) Going to agent workspace.

2.) Creating a new interaction record by clicking on the "+" icon.

3.) And then click on Create incident button on same agent workspace form to create an incident out of the interaction record created in step 2.

In this case, Incident number is related to Interaction record in related records related list.

But on incident form the relation is missing. So, I created a reference field to Interaction table on incident form. Now , just wondering on how we can relate the interaction no' of step 2 with incident of step 3.

Nisha33 · ‎07-28-2020

I got it working (Y). Thanks a lot Dhananjay for your support.

Regards,

Nisha

Dhananjay Pawar · ‎07-28-2020

Hi,

Glad it is working,

Kindly mark this as correct and close the thread so others will refer same in future.

Thanks,

Dhananjay.

MattEP66 · ‎07-08-2021

@Dhananjay Pawar All this is great info. Trying to make this more friendly on the user side and would like to be able to filer the IMS interactions that have a related INC out and only show those that dont have a related INC and vice versa. What is connecting or "relating" the INC to the IMS? Simple in thought but lost in action.