how to redirect from sc_cat_item to csm_ticket page

[Alon Grod]

Hi,

When the contact is creating a case using record producer he is starting from this page id:
?id=sc_cat_item&sys_id=79362b5cfb03b61032b7f4865eefdcc4

after clicking submit he is being redirected to:
?id=ticket&is_new_order=true&table=sn_customerservice_case&sys_id=8674a32efbd332d032b7f4865eefdcc9

how can i redirect the contact to page id =csm_ticket instead of id=ticket

[Dinesh Chilaka]

Hi @Alon Grod ,

To navigate to the csm_ticket page after submitting a record producer from the Customer Support Portal, first activate the relevant record in the Page Route Maps (sp_page_route_map) table. Access this via the All menu by searching for "Page Route Maps," or directly navigate to the sp_page_route_map table, then locate and activate the specified record

If the above record is available, make it active to true, or Create a new record by mentioning the same value as shown in the above image.
If my response helped, mark it as helpful and accept the solution

[Alon Grod]

@Dinesh Chilaka still not working
@Ankur Bawiskar 

 

[Ankur Bawiskar]

@Alon Grod 

from which portal that record producer is opened?

I submitted case from CSM portal and I was taken to csm_ticket page

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Alon Grod]

@Ankur Bawiskar how can i know if its employee center or csm portal