Hi all,
I'm posting this as I'm at a bit of a loss and I'm surely missing something that is likely pretty straight forward so any help at all will be hugely appreciated.
I'm configuring Agent Workspace and want to manage Incident Tasks through there too. One major issue I have is that when I am in the Workspace and search for the Incident Task the form loads without the toggles and no access to the Activity stream. I've read that this could be form layout based so I've ensured that the Additional Comments and Work notes are on the form layout but still we get no access to the toggles:
Note that the toggles do not appear on the screen as expected.
I did then notice that if I access the record by navigating to the parent Incident and selecting this from the Incident Task Related List then I DO have the toggles.
I've looked through search configuration and form layouts but nothing strikes me as an obvious issue. I did however find some interesting behavior in the URLs.
When I search directly from the the URL is rendered as:
https://instancename.service-now.com/now/workspace/agent/record/task/2bd511e4131ab2007d68b9422244b07e
If I manually manipulate the URL to read 'agent/record/incident_task/.....' then the record reloads with the access to the toggles and Activity Stream as expected.
Additionally, if I navigate to the Incident Task from the Incident the URL shows as:
https://instancename.service-now.com/now/workspace/agent/record/incident/28f49564131ab2007d68b9422244b050/sub/record/incident_task/2bd511e4131ab2007d68b9422244b07e
This shows the toggles and Activity Stream as expected and from the URL we can see that the sub-tab calls the Incident Task table name correctly there too.
Has anyone out there come up against this or similar issues at all? I was wondering how we might go about getting this to work when accessing the Incident Task record from the actual search bar.
Any help or advice is hugely appreciated.
