How to add more action on this "+" in CSM workspace

[Priyanka Rai]

Hi All,

Currently when I click on + sign it takes me to the add new interaction  page in CSM/FSM configurable workspace. refer screenshot

and my requirement is to add create case, create change and create incident along with create interaction record as shown in the image. 

I have trying to find the path to configure this however, I cant, your immediate help will be appreciated.

Thanks

[Shruti]

Hi,

Navigate to sys_ux_page_property.LIST

Open the chrome_tab property

Update the value

{
"contextual": [
"record",
"kb_view"
],
"newTabMenu": [{
"label": {
"translatable": true,
"message": "New Interaction"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "interaction",
"sysId": "-1"
},
"multiInstField": "sysId"
},
"condition": {
"tableDescription": {
"table": "interaction",
"canCreate": true
}
}
},
{
"label": {
"translatable": true,
"message": "New Incident"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "incident",
"sysId": "-1"
},
"multiInstField": "sysId"
},
"condition": {
"tableDescription": {
"table": "incident",
"canCreate": true
},
"roles": [
"sn_incident_write",
"itil"
]
}
},
{
"label": {
"translatable": true,
"message": "New Change Request"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "change_request",
"sysId": "-1"
},
"multiInstField": ""
},
"condition": {
"tableDescription": {
"table": "change_request",
"canCreate": true
}
}
},
{
"label": {
"translatable": true,
"message": "New Case"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "sn_customerservice_case",
"sysId": "-1"
},
"multiInstField": ""
},
"condition": {
"tableDescription": {
"table": "sn_customerservice_case",
"canCreate": true
}
}
}
],
"maxMainTabLimit": 10,
"maxTotalSubTabLimit": 30
}

[Priyanka Rai]

Hi, The script worked. However the agent can't see the new case from his profile but I can.

Below is the script I have added ( it already had interaction, but I have added new case)

{

  "contextual": [

    "record",

    "kb_version_compare",

    "kb_translate",

    "kb_view"

  ],

  "newTabMenu": [

{

"label": {

"translatable": true,

"message": "New Case"

},

"routeInfo": {

"route": "record",

"fields": {

"table": "x_tmus2_csm_tfb_oper",

"sysId": "-1"

},

"multiInstField": "sysId"

},

"condition": {

"tableDescription": {

"table": "x_tmus2_csm_tfb_oper",

"canCreate": true

}

}

},

    {

      "label": {

        "translatable": true,

        "message": "New Interaction"

      },

      "routeInfo": {

        "route": "record",

        "fields": {

          "table": "interaction",

          "sysId": "-1"

        },

        "multiInstField": "sysId"

      },

      "condition": {

        "tableDescription": {

          "table": "interaction",

          "canCreate": true

        },

        "plugin": "com.snc.uib.csm_agent_workspace"

      }

    }

  ],

  "maxMainTabLimit": 10,

  "maxTotalSubTabLimit": 30

}

[Shruti]

@Priyanka Rai agent should have create access to x_tmus2_csm_tfb_oper table. Check create ACL on case table. If there is no ACL then create a new ACL (create operation) and add agent role to it

[Ankur Bawiskar]

@Priyanka Rai 

you can configure the chrome tab property

check this link

Chrome tab availability for specific role user in service operations workspace 

If my response helped please mark it correct and close the thread so that it benefits future readers.