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!

[ManishP46482949]

Hi @harishk07  not sure if this response is still valid but auto pop-up of an interaction especially on workspaces like Service Operations Workspace is handled by events or view rules. Check if it is misconfigured.