Create Case or Incident via UI Action based on Conditions

[morrix3]

Hello:

The following is what I need to accomplish:

Table: [Interaction]

Application: ITSM Workspace & Customer Service

Within the Agent Workspace Interaction there are a few UI Actions:

Create Incident - App: ITSM Workspace & Create Case - App: Customer Service

I need to deactivate these 2 and create a new one Called: Create Ticket.  This new UI Action should either create an Incident or a Case based on the Field: Account, if the account is such, generate an incident if it's this other then generate a Case.

I am puzzled about how to start this if I need to code everything in one UI Action? Or if I should create 2 UI Actions with the same name (Create Ticket) and then SHOW or HIDE based on the Account?

Please help; I would greatly appreciate any help with the Code that I would need for the UI Action or the conditions.

Thanks

[Pradeep Sharma · Accepted solution]

Hi Morrix,

I recommend creating two UI actions based on the condition. Please refer below link to get started.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/task/config...

- Pradeep Sharma

[morrix3]

Pradeep:

How would i add the condition to show based on the Account? Could you help me with the script part?

Would it be like current.account == test and current.account != other_company? 

Could you help me with this part please?

Thanks for your help

[Pradeep Sharma]

Yes something like current.account == 'PASS SYSID OF THE RECORD' and for second UI action  current.account != 'PASS SYSID OF THE SAME RECORD from FIRST UI ACTION && current.account != 'PASS SYSID OF THE RECORD'

[morrix3]

You are the best.

Thanks Pradeep.