Interaction is Created when a user add comments on a case

[Niranjan2]

Hi Community,
Post upgrading to Zurich did any once notice this behavior? when a agent comments on the case a new interaction is created by the system. It creates only one Interaction for a case when comment is added. 
Steps to reproduce.
1. Navigate to CSM configurable workspace as a agent 
2. Open a case/ update the existing case adding a comment.
3. Observe interaction is created.
Any help/suggestions Appreciated.
Thanks 

[jMarshal]

Not saying this is happening, but a config scenario which could cause this could be that your case comment is triggering an email, which is being copied/sent to the inbound mailbox, which is being consumed and automatically turned into an interaction record. To check on this look at the sys_email table for inbound emails which correlate to the date/time when an undesired interaction is created.

I don't use CSM, so my thoughts are from the perspective of a RITM & Interaction in ITSM.

[Niranjan2]

Identified the business rule "Create outbound Interaction" on sys_email table, runs when type=sent (In the above scenario agent comments and notification is sent), this business rule triggers a event and script action (create outbound Integration) listen to the event and runs. EmailInteractionUtil : script include is responsible for creating New Interactions.

[jMarshal]

Glad you were able to see that after examining the sys_email table!

It seems to me, like this would be a feature which makes sense for CSM - if you are emailing the client, then it's an interaction and if they reply, it will be able to update the original target record automatically, which you would then have the opportunity to action -- if you are looking for sales leads or something, perhaps?

I dunno, the theory is kinda outta my wheelhouse (which is ITSM) but makes sense to me, from a platform perspective and probably wouldn't hurt to simply disable that as a solution to your problem, if you're not looking to leverage automation from agent-initiated email traffic...though you may also consider how AI plays into this on the roadmap -- this may be important for unattended interactions, so you may want to rather adjust the BR to filter out the scenarios that are causing you issues, rather than just disabling it.

...just something to think about, and also wanted to thank you for sharing the identified cause! 👍

[Ankur Bawiskar]

@Niranjan2 

is that an OOTB business rule which you identified?

if yes then may be it's new feature added by ServiceNow in Zurich

if not then it's custom and someone created this BR

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