Incident Resolution Workspace

[George_1]

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]

It is already checked

[Ankur Bawiskar]

@Tanushree Maiti thanks for sharing your thoughts.

But I think @Sandeep Rajput already mentioned the same in his earlier post.

[Ankur Bawiskar]

@George_1 

Although you can try to debug and fix this

I will suggest you can train your agents to use SOW as Incidents are primarily being worked using that workspace and inform them not to use CSM Workspace as CSM workspace is intended for Case

check this link which talks about the same and some approach which might help

Enabling SOW Actions in CSM/FSM Configurable Workspace 

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