question Associating Interactions With Existing Interactions And Incidents in Incident Management forum

Associating Interactions With Existing Interactions And Incidents

Neil Santucci — Wed, 07 Dec 2022 08:38:48 GMT

Hi,

we are implementing Live Agent in Tokyo and one of our requirements is to link a new interaction with an existing incident (e.g. a user following up an earlier call). In Service Operations Workspace there doesn't appear any way to do this but you can associate an interaction with an existing interaction.

When I tried this the association isn't displayed anywhere on either of the related interactions. If I try and add a new interaction association I get an error message saying that that the Interactions are already related. This happens when I try and link to any Interaction.

Has anyone else tried to do this and did it work?

thanks

Neil

Re: Associating Interactions With Existing Interactions And Incidents

Community Alums — Wed, 07 Dec 2022 08:52:57 GMT

Hi @Neil Santucci ,

This thread should help you :https://www.servicenow.com/community/now-platform-forum/how-does-interaction-associate-with-the-incident-reocrd-created/m-p/1137031/page/2

Re: Associating Interactions With Existing Interactions And Incidents

Neil Santucci — Thu, 08 Dec 2022 09:17:48 GMT

Hi Sandeep,

thanks for the reply, not quite what I'm looking for. The thread was more about the underlying process of how the association works, I'm trying to find out how the functionality works in the scenario above.

Neil

Re: Associating Interactions With Existing Interactions And Incidents

thomasawhit — Mon, 21 Oct 2024 15:31:12 GMT

Did you ever find a resolution for this? I'm looking to do the same thing.

Re: Associating Interactions With Existing Interactions And Incidents

Neil Santucci — Tue, 22 Oct 2024 14:55:24 GMT

I ended up logging a call with ServiceNow. You have to select the table, e.g. Incident and then the references appear in the drop down above that. Leave the interaction value as it is.

When I tested it I get an error that ServiceNow were able to reproduce and they logged it as an issue

Problem No: PRB1633427
Problem Description: Incident is not getting associated with Ongoing Interaction Instead it displays 'is already associated with {Ongoing Interaction Record}'
Problem State: Investigation

They said they'd let me know when it was fixed but haven't heard anything. This was a couple of years ago, don't know whether it's fixed and they just didn't tell me or if it's still broken.

Re: Associating Interactions With Existing Interactions And Incidents

Rob Banks — Fri, 25 Oct 2024 14:28:33 GMT

This was resolved it seems - I am able to relate interactions to other items (interactions, incidents, requests) through this method. @thomasawhit

I ended up finding this thread while trying to figure out how to do exactly this, so thank you for your response, Neil.

Edit - I would like to say, though, that I still can't find interaction relation to other interactions anywhere. My org is still implementing ServiceNow and I'm the only one currently working with interactions as of yesterday - so it's possible I'm missing something with my "new" eyes.