New Call to REQ in Service Operations Workspace

[DylanB]

Hi everyone, we are in the process of switching over from the "traditional" workspace to the Service Operations Workspace. We use the call module and in testing, we discovered that when creating a new Catalog Request call in SOW and clicking Save, it does not create a REQ, RITM, or SCTASK related to the call. In our traditional workspace, clicking Save takes the agent to a Service Catalog page to fill out the rest of the variables like this. 

Incidents can be created as expected from the new call in SOW, but not REQs, etc. It's worth noting that interactions work to create REQs, but I'd like to see if there's a way to keep using the call functionality that we have been using. Does anyone know what could be causing this?

[JaeggerLegane · Accepted solution]

Interactions replaced call records so in SoW it's not OOTB supported to generate REQs from a call record.

It's not recommend but if your company is not ready to transition yet, you would need to add additional configuration to SOW via UI Builder.

[DylanB]

I was hoping that wouldn't be the answer, but it makes sense. Now might be the time to switch to interactions. 

I appreciate it Jaegger!