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. 😊**
