What is the interaction_related_record table used for?

[Knaka]

Hi,

While cleaning up some data recently, I noticed that interaction records occasionally had something called an interaction related records attached to them on the backend stored in the interaction_related_record table.

How is this table populated and what is the purpose of the records in here? There didn't seem to be any rhyme or reason as to when these records were generated and for what (some were user records, location records, kb articles, etc).

[Michael Jones -]

When using interaction you typically consider that a "meta" record to track things like a base call, chat or email from a customer. The interaction_related_record table is used when you want to tie an interaction to a task record, such as an incident or change, or to a knowledge article (what KB article was used to resolve the interaction).

These are typically created manually when you're on an interaction and click the "Associate Record" UI Action. 

Hope this helps!

If this was helpful or correct, please be kind and click appropriately!

Michael Jones - Proud member of the CloudPires Team!

[Knaka]

Hi Michael,

That's what I had assumed but none of the users testing interactions have been utilizing the associate record button. Additionally, the record type is listed as 'task' but the ID of related record displays a user record or some other items that have nothing to do with task.

[sachin_namjoshi]

interaction_related_record table is populated when interaction record is created from agent workspace.

Also, use studio code search to find all objects which create records in interaction_related_record table.

https://community.servicenow.com/community?id=community_blog&sys_id=136caea1dbd0dbc01dcaf3231f96198a

Regards,

Sachin

[Knaka]

Hi Sachin,

I did the code search prior and as Michael mentioned above, the associate record button was the only location where I saw the interaction_related_record being called in a script other than scripts that were running on the table itself.  Your screenshot is either something custom or something in HR (based on the name of the script) and we are not using HR today. Code search on our instance displays no results for script includes.

Multiple business rules but they are all rules that run on the interaction_related_record table which doesn't answer how the records are being generated.