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

[lionk105]

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?

[Raghav Sharma24]

Hi @lionk105 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.