Reporting on the source of interaction records

Ryan S
Mega Sage

3 hours ago

Is there a way to report on the source of an interaction record beyond creating a custom field?

 

Interactions could be generated through chat or via email or from the service portal, which means we could use the 'type' but if there are multiple record producers then I can't just use 'type' field. How can I tell that it was submitted via 'record producer A' vs 'record producer B'?

 

Not in a position to use universal tasks at this time, hence interactions.

 

Solved: How can I report on Record Producer usage? - ServiceNow Community -- this post asked the same question (but on the call table) and the answer was wrong. The sc_item_produced_record only reports on tasks generated from RP but I don't believe calls extended task and interaction certainly doesn't.

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Huynh Loc
Mega Sage

3 hours ago

Hi @Ryan S ,

Out-of-the-box, ServiceNow does NOT provide a reliable way to identify which Record Producer created an Interaction.
The standard sc_item_produced_record table does not work for Interactions, because Interaction does not extend Task.
The only supported and reliable approach is to explicitly store the Record Producer reference yourself, typically via:

  • a custom reference field, or
  • stamping the producer Sys ID or name onto the Interaction during creation (script or Flow).

You can refer to this blog to get more details
https://servicenowguru.com/reporting/identify-servicenow-record-producer-create-record/

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