Agent Workspace : Convert Incident to Request using UI action

[Sujatha V M]

Hello Team, 

I'm facing a issue where I have created a new UI action "Convert to Request" on Agent workspace. 

On click of this button, it routes to Service Portal and display a generic catalog item form. 

I'm facing trouble in passing the caller id value to requested for on the catalog item form. It just clears the value but doesn't set it. 

Can someone help on it? I have reviewed multiple reference links for this issue.  

Thanks, 

Sujatha

[Dr Atul G- LNG]

Hi @Sujatha V M 

Check the OOTB Ui Action, create Request which is on the Incident table. 

[Sujatha V M]

@Dr Atul G- LNG Thank you for the response. Yes I had tried it but it takes to native UI, but here they require it to a specific catalog item portal to cascade some fields of incident. 

[Dr Atul G- LNG]

Why on the portal? Do you mean the end user will convert the request to an Incident?

[Sujatha V M]

@Dr Atul G- LNG  No, they want to convert incident to request, incase if it’s not an issue. 

The UI action on workspace routes to Portal without issues but unable to cascade/map the field values to catalog item. 

Is there a way to pass the caller id to requested for on the catalog item from agent workspace to portal?