Agent Workspace: Incidents created from Interactions are not showing in Related Tasks related List


Description

On Agent Workspace when an incident is created from interaction, in the "Related Tasks" related list, the created incident is not listed.

Release or Environment

All

Cause

The reason is that interaction_related_record is not created when the incident is created from the interaction.

Resolution

Check for the UI action "Create Incident - a89d504b873303002ae97e2526cb0bdd " and see if it is customized. The issue will occur if the script in this UI action is inserting the incident before opening the incident.


For example 

inc.insert();

before 

action.openGlideRecord(inc);


Commenting the above insertion line or reverting to OOB will resolve the issue.