create a new Major Incident from SOW through tab (+) / UI Action

[Fariya Muskhan]

Hi,

I’m attempting to add a new workspace tab option that allows users to create a Major Incident by updating the Chrome Tab JSON property. However, I’m unable to set the Major Incident state to “Accepted” through the JSON configuration.

I also tried invoking the MIM Major Incident Template via the same JSON configuration, but that approach is not working either.

Could you please confirm whether this is possible through the Chrome Tab JSON object? If it isn’t supported, what is the recommended approach—such as using a UI Action—to create a Major Incident and automatically apply the required state/template?

Thanks in Advance!!

[pr8172510]

Hi Fariya,

The chrome_tab JSON (newTabMenu) lets you add a "New Major Incident" option and pre-fill some fields via query parameter, but setting major_incident_state=accepted directly on creation often doesn't work. Same with calling the MIM template — the field has special processing in Major Incident Management, so it doesn't behave like normal fields.

Recommended approach:

Create a UI Action on the Incident table. This is cleaner and more reliable for auto-setting the state + applying the template.

var inc = new GlideRecord('incident');

inc.initialize();

// Basic details

inc.short_description = "Major Incident created from Workspace";

// Set Major Incident fields

inc.priority = 1;

inc.impact = 1;

inc.urgency = 1;

inc.state = 2; // State = Accepted (verify value in your instance)

inc.major_incident_state = "accepted";

var newSysId = inc.insert();

// Open new record in workspace

action.openGlideRecord(inc);

[pr8172510]

[TharaS657398130]

This isn’t going to work through the Chrome Tab JSON — that configuration is only meant for navigation and opening pages, not for setting field values or triggering backend logic like setting the state to Accepted or applying a Major Incident template. That’s why both approaches you tried are failing.

The correct way to handle this is to use a UI Action (or Workspace Action). You can create a button like “Create Major Incident” which, when clicked, runs server-side logic to either update the current record or create a new one, set the state to Accepted, and apply the Major Incident template (via script or by calling the template API). This approach gives you full control and works reliably in Workspace.

So in short: Chrome Tab JSON can’t do this, and the recommended solution is to use a UI Action/Action with server-side script to handle the state change and template application properly.