User created interaction I-1 and service request SR-1 so the CAParentID for SR-1 is I-1. User created another interaction I-2 for the same contact and opened SR-1 from I-2 from Suggested task list. The CAParentID for SR-1 is replacing with I-2.
While we open same SR-1 in Review Harness/Open Harness we see that Interaction ID is still I-1.
We have a business requirement to have a static Interaction ID for an intent which should be the originating Interaction ID always and should not be changed while opening up Intent from another Interaction as well as should not change while user takes any action(Take ownership) on the open Intent from another Interaction.
***Edited by Moderator Marissa to update SR Details***
Given this is noted to be expected behavior. This sounds like maybe a candidate for enhancement. CS team can you weigh in on a suggestion for whether there are any local options that would be recommended for this requirement?
Hi, as Rowland mentioned, this is behaving as expected. If you do have a business requirement to know the original interaction that created it, you can always look at the pyWorkPage.InteractionHistory(1).InteractionID. This pagelist on the workpage keeps track of all the interactions that have updated the task. It's always appended to, so the first index is always the original one. Use this property instead of CAParentId. A change to the way the CAParentId behaves would introduce numerous side impacts and is not suggested.