How to create a case in CSM/FSM configurable workspace

[Srikanth Koppad]

I have been trying to find a way to create a case by using the '+' instead of interactions. I couldn't find anything to make changes to the properties such that I can have an additional option to create a case along with the interaction.

I'm referring to the highlighted icon in the below screen

[Ramesh_Naidu · Accepted solution]

Hi @Srikanth Koppad,

Please go to the this url -- https://<your instance name>.service-now.com/sys_ux_page_property.do?sys_id=14611a775312101043d7ddeeff7b122f.

And update the Value field with the below code:

{
  "contextual": [
    "record",
    "kb_version_compare",
    "kb_translate",
    "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
        },
        "plugin": "com.snc.uib.csm_agent_workspace"
      }
    },
{
      "label": {
        "translatable": true,
        "message": "New Case"
      },
      "routeInfo": {
        "route": "record",
        "fields": {
          "table": "sn_customerservice_case",
          "sysId": "-1"
        },
        "multiInstField": "sysId"
      },
      "condition": {
        "tableDescription": {
          "table": "sn_customerservice_case",
          "canCreate": true
        },
        "plugin": "com.snc.uib.csm_agent_workspace"
      }
    }
  ],
  "maxMainTabLimit": 10,
  "maxTotalSubTabLimit": 30
}

This will add the case button to the "+" sign.

Thankyou.

[Srikanth Koppad]

@Ramesh_Naidu : Thanks a lot, it worked. I want the new record to load the form in workspace view instead of default view, I tried including the view in the tableDescription but it didn't work for me.

[Ramesh_Naidu]

@Srikanth Koppad : It is opening new record in the Workspace view itself in my PDI. You can also try going to "sysrule_view_workspace" table and add a view rule. So, it will open accordingly.

example:

Thankyou.