How to create an incident interceptor in Agent workspace

[johnpaulbrazill]

Hello gurus,

I am struggling to understand what is missing in my attempt to configure an interceptor for incidents in agent workspace.

I understand there is a table called aw_record_type_selector in the ITSM Workspace application

I see OOB values for change request, change task and problem task. 

and in agent workspace when I click the new button in the change request list I get an interceptor

but when I add workspace record types selectors on the incident table for a column, nothing happens. What may I be missing?

[sachin_namjoshi]

You need to create record in sys_aw_new_menu_item table for incident table.

After configuring this, you will be able to create incidents from agent workspace home menu

Your screenshot shows list view for change_request table. You can not create incident from change request list view.

Regards,

Sachin

[johnpaulbrazill]

Perhaps I could have been more clear. I showed screenshots for change request but I am wanting to have an interceptor for incident when I create an incident from the plus sign for which I have a menu item for incident and/or the create incident button from the interaction record form.

[sachin_namjoshi]

You will have to first configure new list for incident using configure list option.

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

Then, you can configure UI action on agent workspace list to show new button for creating incident on incident list.

Regards,

Sachin

[kimberlylp]

I am facing the same issue while trying to add an interceptor on incident_task. Any solution or guidance on this yet?