How are records inserted in the interaction_related_record when an incident or any task is created through an interaction in Agent workspace?

Shaileema
Giga Contributor

‎05-26-2020 12:32 PM

Hi, 

I am not able to figure out how are records inserted into the interaction_related_record table when we create any incident or task through an interaction in the Agent Workspace. Also, how are these three tables (interaction, task and interaction_related_record) connected?

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Community Alums
Not applicable

‎05-27-2020 12:29 AM

Hi,

 

1. The "Interaction Related Record" is created on click of "Associate Record" UI action.

(https://yourInstanceName.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=11e322a9a71213002ae97dd218790166)

 

2. The "Document Table" and "ID of related record" are populated on insert through the BR "Set Document Details"

(https://yourInstanceName.service-now.com/nav_to.do?uri=sys_script.do?sys_id=520af434871213002ae97e2526cb0b22)

 

3. Interaction related record table references the Task and Interaction table as per the below schema map:

find_real_file.png

 

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anonymous13
Tera Expert

‎07-17-2023 03:27 AM

According to our findings, any cases, incidents, or requests created or updated during the conversation are automatically attached to the interaction record. In the Product documentation, we found that vaSystem.attachRecordToConversation is responsible for attaching case records to interaction records. This is OOTB functionality, and we have noticed the same behavior in PDI as well.

vaSystem.attachRecordToConversation(String tableName, String sysId) : Attach ServiceNow records to the Related Tasks list in a Virtual Agent interaction record. These records are updated or created during a Virtual Agent conversation.

We found this method used in Virtual agent -> Designer -> Topics -> action expression
Note: This both topics are OOTB and read only.

Links are mentioned below for the reference :

Article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830094

Similar Article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0952062

Product Documentation (Related Task): https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/concept/va...

Community Article : https://www.servicenow.com/community/virtual-agent-nlu-articles/50-un-documented-virtual-agent-varia...

Thank you!



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