Virtual agent - get actual interaction record in the topic

[Iveta Prazakova]

Hi, 

we are working on creation of incident from the virtual agent topic. We have created our custom field "Parent interaction" on incident and we would like to have this field populated with interaction, which is created automatically when user initiates any conversation with virtual agent:

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/va-interactions.html

Is it possible to get actual interaction in the virtual agent topic, so that we can populate it to our custom field during creation of the incident?

I know that the interaction and incident are linked through interaction_related_record table, but we are not satisfied with the behaviour described in this question: https://community.servicenow.com/community?id=community_question&sys_id=512512e01b8109900ccc85176e4bcb73

[Chris Cooke1 · Accepted solution]

Hi,

If you use:

vaVars._interaction_record_sysid

This will return the sys_id of the current interaction record.

Thank you,

Chris

[Iveta Prazakova]

Thank you, Chris.