CSM Workspace URL to include Case Number

[LearnerNitin]

Hello Folks

I was checking to see if there was an option to configure CSM workspace URL for a record to open via the case number and not sys_id.

Earlier in non workspace env , the URL could have been altered via sysparm to include number.

Is there a similar functionality available on workspace?

Regards

[Bhuvan]

@LearnerNitin 

If you are familiar with UI Builder you can change the configuration to include Case Number instead of Sys ID

Go to UI Builder -> Experiences -> CSM/FSM Configurable Workspace -> Locate 'Record' and open in settings 

Refer below for the configuration where parameters are passed and event handler opens the case record in form view on click on case number from workspace

I would recommend not to change this configuration as many of the pages are read-only and you would need to create a variant and customize out of box behavior to achieve this.

I hope you appreciate the efforts to provide you with detailed information. If this helped to guide you or answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[Bhuvan]

@LearnerNitin 

Did you get a chance to review this as I believe the information provided should answer your question

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[LearnerNitin]

Thanks Bhuvan , I appreciate your response and follow-up. I understand the UI Builder approach but am not keen on implementing it since it will change the platform behavior and there is quite a bit of custom solution to it which will bring impact to a larger piece.

I am still awaiting to see if there were any smarter/different approaches implemented by the community folks to hear out a different perspective.

Be rest assured if there are no responses , I'll mark your answer as an Accepted Solution.

Does that help ? @Bhuvan   

[Bhuvan]

@LearnerNitin 

All good and thanks for the update.

As per my understanding, it is not possible without customizing the parameters via UI builder to make it work in Workspace. You can wait for any other approach and can decide to accept the solution.

Thanks,

Bhuvan