How to update the workspace related OOB UI action should be work in native UI also

[nagaklv]

Hello Community experts,

We are trying to create a Case, Request, and Incident from the Interaction record through CSM Workspace, and they are being created successfully without any issues — because these UI Actions are configured OOB (Out of the Box) for Workspace use.

Now, we are planning to utilize the same UI Actions in the Standard UI. For that purpose, we have enabled the three form buttons:

• Create Case – The Case record is getting created in the native UI, but it is not being mapped under the Related Tasks related list.

• Create Incident – The Incident record is also created in the native UI, but again, it is not reflected under Related Tasks.

• Create Request – The button itself is not working in the native UI.

Can someone help us fix these issues?

Thanks,

Nagesh

[Ankur Bawiskar]

@nagaklv 

did you print what came for this?

gs.info(newRecord.isValidRecord());

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

[nagaklv]

@Ankur Bawiskar it's printing false

[Ankur Bawiskar]

@nagaklv 

what if you don't use that check and directly create the record?

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

[nagaklv]

Even if we remove that check, it's not creating any mapping record. However, we observed that if we comment out the highlighted code below, it opens the Case form and creates the mapping — but it doesn't wait for the user to submit the Case; it directly creates the Case record.

//if (GlidePluginManager.isActive("sn_csm_gen_ai")) {

    newRecord.insert();

//}

var interactionRelatedGR = new GlideRecord("interaction_related_record");

interactionRelatedGR.initialize();

interactionRelatedGR.interaction = current.sys_id;

interactionRelatedGR.document_table = 'sn_customerservice_case';

interactionRelatedGR.document_id = newRecord.getUniqueValue();

interactionRelatedGR.insert();

action.openGlideRecord(newRecord);

[nagaklv]

@Ankur Bawiskar  did you get a chance to verify my last update?