Add a button on Incident Related List in service operation workspace

[Ssinha4]

Hi,

I have to create a Add button for cases related list on incident record in SoW. I followed few of the articles from community.

https://www.servicenow.com/community/next-experience-articles/introduction-to-declarative-actions/ta...

https://www.servicenow.com/community/next-experience-forum/how-to-add-records-in-a-related-list-with...

'Add Case' Button gets added but onclick is not working. the model window is not opening. Please find my steps below and let me know if i am missing something.

1. Created a related list action assignment.

2. Create Action payload

3. Create UX Add-on Event Mapping in Action Assignment

Based on below article i have also created a UX App Route for this one.

https://www.servicenow.com/community/next-experience-forum/how-to-add-records-in-a-related-list-with...

Version - Yokohama/Zurich

Cleared the cache too. But model is not working.

Kindly help,

Thanks in advance

[HaimNizri]

The modal not opening usually means the UX App Route isn't configured correctly or there's a mismatch between your action payload and route definition.

Check these specific things:

**Route Table (sys_ux_app_route)**
- Make sure your route_url matches exactly what you're passing in the action payload
- The table field should point to your target table (sn_customerservice_case)
- Check that view and form are set correctly

**Action Payload**
Your payload should look something like:
```javascript
{
"route": "your_route_name",
"fields": {
"parent": "{incident_sys_id}",
"caller_id": "{caller_id_value}"
},
"table": "sn_customerservice_case"
}
```

**Common gotchas:**
- The route name in your payload must match the Name field in sys_ux_app_route (not the Route URL)
- If you're pre-populating fields, make sure the field names exist on the target table
- The UX Add-on Event Mapping should have event type "navigate" for modal opens

Try opening browser dev tools and check the Network tab when you click the button. If you see a 404 on the route call, that confirms the route mapping issue.

What does your current action payload look like? That'll help narrow down where the disconnect is.

**If you find my answer useful, please mark it as Helpful and Correct. 😊**

[Ssinha4]

Hi  HaimNizri,

Thanks for your response.

Please find below Screenshots of action payload and UX app route. I have also checked Network tab from dev tool and there is no 404 error. Kindly help.

[Bhanu Vamshi]

@Ssinha4 , You just need to change the following field names for Action Payload Definition
Key: OPEN_INCIDENTS_MRA
payload: {
"label": "Add",
"userGivenTable": "sn_customerservice_case",
"table": "{{table}}",
"parentRecordSysId": "{{parentRecordSysId}}",
"parentFieldName": "incident",
"referencedFieldName": "sys_id",
"extensionPoint": "DEFAULT",
"view": "Default",
"columns": "number,short_description,account,priority",
"type": "o2m",
"hideSelectAll": false,
"relatedListName": "{{relatedListName}}"
}

[Ssinha4]

I Already tried this but not working. Do we not need to call UX app route from payload.