Response Templates for CSM Configurable Workspace

Eheitman · ‎03-22-2024

Hello,

Has anyone had experience adding Response Templates to an Extended table? We currently have 2 separate teams working in CSM/FSM Configurable workspace one is on sn_customerservice_case and the second is extended off of that table. Both teams need to be able to use Response Templates but team 2 gets a No Table Configuration message. Both teams share the same UI Variant Record Page

Here are some of the community posts and KB I have followed along with my current configuration attached

Add custom components to the Contextual Side panel

Set up multiple Agent assist

Configure table for a contextual search

Agent assist and Response template are not visible in CSM Workspace

How to set up agent assist for incidents in CSM workspace ?

Configure Agent Assist in CSM Configurable workspace

I then found this when going to submit my question

Configuring Contextual Side Panel Tab in CSM Configurable workspace

I followed the Second person's suggestion and that seems to have gotten me closer, I now have a second Response Template Tab that is just always spinning

Any Direction or documentation would be greatly appreciated

Thanks

Eheitman · ‎04-02-2024

I finally figure this one out

I did not end up having to make a second response template tab, I was able to leverage the one that already was available to CSM Workspace and just had to add my extended table config to it.

The other thing I had to do to get this to work properly in Vancouver was add my Agent Assist and Response Template Table Configurations to the UX Page Property table (sys_ux_page_property) under contextualTableConfigMapping_main. This allows the Side Panel Tab Management Controller to find the config and solved the No Table Configuration issue when clicking the Response Template Contextual Side Panel icon on my extended table

Hope this helps anyone else that was stuck like me

View solution in original post

Eheitman · ‎09-13-2024

I have not, our requirement was to get this working in the CSM/FSM Configurable workspace. I would recommend opening a new thread for that question with any details on what you have already tried and maybe someone will have a better answer for you.

Just a tip for when I was messing with CSM is get in UI builder and figure out where the calls to the contextual side panel are being made, that is where you will have to copy and create your configuration

Mukesh Khanna P · ‎09-17-2024

Hello @Eheitman , I've brought the response template icon in the contextual panel by following your steps, but once after adding the custom table with cxs_table_config (sys_id) in the sys_ux_page_property, the icon got showed, but the template "Copy to Clipboard" is not visible in the Response Template. Upon looking the OOTB "Response template" record from (cxs_table_config). It is having copy to clicpboard in related list search action, but I'm not able to create the same in custom case type "cxs_table_config" record as it is automatically created by the system.

Kindly help me to show the copy to clipboard action in response template.

Eheitman · ‎09-19-2024

Can you share screenshots of the configurations you have made so far?

Thanks