Creation of Major incident and candidate From sow

[supreethred]

We have a requirement to enable users to create a Major Incident and Major Incident Candidate directly from Service Operations Workspace by clicking a button, similar to how it is done in Native UI.

Currently, in Native UI, we can create a Major Incident using predefined templates or configurations. However, we need to achieve the same functionality in Service Operations Workspace.

Could you please guide us on the best approach to implement this? Specifically:

1. How can we add buttons in Service Operations Workspace for "Create Major Incident" and "Create Major Incident Candidate"?
2. What is the recommended way to prefill values when creating these incidents in Service Operations Workspace?
3. Are there any OOTB (Out-of-the-Box) capabilities we can leverage for this functionality?
4. If customization is required, what would be the best method (e.g., List Actions, UI Actions, Playbook, or other approaches)?

Any insights or best practices would be highly appreciated.

Thanks!

[supreethred]

HI @Viraj Hudlikar 
Thank you for your response. However, my requirement is to directly create a new Major Incident or Major Incident Candidate, rather than proposing or promoting it to a Major Incident from standard incident.

[Viraj Hudlikar]

Hello @supreethred 

Since the declarative action New over Major Incident list view is global one so it's not taking parameter to create a major incident when creating record.
If you even do from native UI through list, it doesn't work but if you open "Create Major Incident" module from application navigator it works as arguments are passed for URL using template.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[supreethred]

My requirement is to directly create a new Major Incident or Major Incident Candidate, rather than proposing or promoting it to a Major Incident from service Operations Workspace.