Can g_aw.closeRecord() reliably be used in other workspaces?

[ThunderDev]

We currently use g_aw.closeRecord() in CSM Configurable Workspace to close the sub tab of a case. This function works most of the time but recently we have noticed that this functionality isn't working in CSM Configurable workspace when a new case gets created. It works fine in Agent workspace. I am aware that the documentation for this API says it is specific for Agent Workspace but has anyone else had issues with using this outside of Agent workspace? If it cannot be reliably used in other workspaces what is the alternative that can be reliably used in CSM Configurable workspace?

[janani4]

Hi ,

I am also facing the similar kind of issue where g_aw are working on service operation workspace.Have you got any solution or workaround for this issue.

If yes, please do share.

[ThunderDev]

Not yet, I have opened a HI Support Ticket with ServiceNow. I will update this post once I receive more information from them.

[janani4]

Did you get solution from ServiceNow team?

If yes, could you please share the update

[ThunderDev]

I did receive an update from the ServiceNow Support Team. Here is what the response was the following:

"What we observe is a known defect
PRB1665993 - g_aw.closeRecord() doesn't work for new records in Workspace

Our Development team is actively working on this PRB (the current state of this PRB is 'Work in Progress')."