Use PDIs? Take our 5-minute survey to help shape the PDI roadmap.

Incident Resolution Workspace

George_1
Tera Guru

‎07-20-2026 07:28 AM

When I click the "Resolve" UI Action, it opens the resolution dialog in both Native UI and SOW. However, in the CSM Configurable Workspace, the same UI Action is not working and the dialog does not appear.

I am using the same UI Action configuration for all experiences. Is there any additional configuration need to be done?

 

George_1_0-1784557570001.png

 

0 Helpfuls
  • 883 Views
8 REPLIES 8

Dr Atul G- LNG
Tera Patron

‎07-20-2026 07:30 AM

Did you activate the CSM/-specific Now Assist features? It looks like this response is being generated by Now Assist.

****************************************************************************************
Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
******************************************************************************************
0 Helpfuls

Sandeep Rajput
Tera Patron

‎07-20-2026 07:34 AM

@George_1 On your UI Action form, please check the following check boxes.

 

Screenshot 2026-07-20 at 8.02.17 PM.png

0 Helpfuls

George_1
Tera Guru
In response to Sandeep Rajput

‎07-20-2026 07:41 AM

George_1_0-1784558475781.png

 

0 Helpfuls

Tanushree Maiti
Tera Patron

‎07-20-2026 07:43 AM

Hi @George_1 

 

 

Open your UI Action record from System Definition > UI Actions and
configure the form layout to ensure following fields are visible and checked

 

  • Workspace Form Button: Checked
  • Format for Configurable Workspace: Checked 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
0 Helpfuls