Description

There are several scenarios where if a task is created, updated or viewed in workspace, the appropriate interaction_related_record is not created: In Customer Service CWF Workspace, if the agent creates, updates, or views a task or KB article. In legacy Agent Workspace, if a UI Action creates and inserts a task (insert occurs when the button is pressed), and the agent does not revisit the form for that task. Steps to Reproduce install csm and fsm workspace, csm, agent chat plugins as a agent login to cwf workspace initiate a chat and accept as agent as a agent create a related case for the interaction go to interaction_related_record table, there is no related case relationship record created in the interaction_related_record table with with the operation = created same issue when you update the case, there is not record created.. there should be a case related record with operation = Updated Also if you view a case from a interaction, it should the viewed operation in the interaction_related_record table for the case record

Workaround

Workaround

The update set attached to this problem provide a script include which can derive the parent interaction tab from the referer in the header of the insert, update, or display request, then create the appropriate relationship. Several business rule are also included so that when tasks are created or updated, or when KB articles or tasks are displayed, this script include is run. This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

Related Problem

PRB1524523