Interaction automatically links old Incidents — I only want the new one created

Lion Kesler
Tera Contributor

3 weeks ago

When I start a Virtual Agent conversation and select a topic, the system creates an Interaction. Immediately, old and unrelated Incidents are being linked into the Interaction Related Record table.

 

These Incidents are not relevant to the current conversation and I don’t want them to appear at all.
My requirement is simple: the Interaction should only link to the new Incident created from the conversation, and not attach any past records.

 

How can I configure the system so that only the newly created ticket is linked to the Interaction, without pulling in historical Incidents?

0 Helpfuls
  • 296 Views
1 REPLY 1

RaghavSh
Kilo Patron

3 weeks ago

Hi @Lion Kesler OOB the interaction related list shows the incidents based on caller.

 

If you have a different requirement where you want to show the new incident follow below:

 

1. remove the OOB related list showing incidents from interaction table using configure related list.

2. Create a new related list from "system definition>relationships" based on your requirement. You may refer the OOB relationship query and tweak it. 

3. Add the newly created related list to interaction form using configure related list.


Raghav
MVP 2023
0 Helpfuls