Automatically popup an Interaction record in Service Operations Workspace

[harishk07]

Hello,

We are integrating our telephony system with ServiceNow. When a service desk agent answers a call, an API call with called details is made to ServiceNow to create a new Interaction record in the Service Operations Workspace.

Is there a way to automatically open (pop up) the newly created Interaction form on the agent’s screen in the Service Operations Workspace, so the agent can immediately view and edit the ticket details? If so, what configuration or scripting is required to achieve this behavior?

Any guidance or best practices would be greatly appreciated.

Thank you!

[Ankur Bawiskar]

@harishk07 

record insertion is a different API transaction and it will insert data into the interaction table.

Opening that is a different transaction.

It's not possible what you are asking.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[harishk07]

Hi Ankur,

Indeed the transactions are different. However, is there a way to invoke popup transaction using a BR on insert of a record?  

Regards,

Harish

[Ankur Bawiskar · Accepted solution]

@harishk07 

how is the API call made and how is the record getting inserted?

If it's via business rule then yes redirection is possible.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@harishk07 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.