On CSM FSM Work Space getting extra option as "New Case" on the + Icon

rohit_hatkar1
Tera Expert

3 weeks ago

Hello Experts,

 

In the CSM/FSM Workspace, when I click the “+” icon, I see three options. However, when I checked the chrome_tab configuration, only two options are configured.

 

The additional option displayed is “New Case.” When I select “New Case,” a pop-up appears prompting me to select a case type, after which a new case can be created.

 

This appears to be an out-of-the-box feature. However, we do not require this option. Could you please advise how I can disable or hide the “New Case” option from the “+” menu in the CSM/FSM Workspace?

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Tanushree Maiti
Tera Patron

3 weeks ago

Hi @rohit_hatkar1 

 

You have to update UX page property for chrome_tab for UX Application (CSM/FSM Workspace Application - Link: https://<your_instance_name>.service-now.com/now/nav/ui/classic/params/target/sys_ux_page_registry.do%3Fsys_id%3Dc4e321a3530210102c30ddeeff7b12f6%26sysparm_record_target%3Dsys_ux_page_registry%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_list%3DtitleCONTAINSCSM%255EORDERBYtitle 

TanushreeMaiti_0-1792754908497.png

 

Now if you open the chrome tab in new window, you have to update Json value as per your requirement.

TanushreeMaiti_1-1792755014494.png

Link: https://<your_instance_name>.service-now.com/sys_ux_page_property.do?sys_id=14611a775312101043d7ddeeff7b122f&sysparm_record_rows=1&sysparm_view&sysparm_record_scope=27b568be53b11010d4f9ddeeff7b12c5&sysparm_record_target=sys_ux_page_property&sysparm_record_list=name%3Dchrome_tab%5Epage%3Dc4e321a3530210102c30ddeeff7b12f6%5EORDERBYname&sysparm_nostack=true&sysparm_record_row=1

 

Refer: Workspace App Shell UX Page Properties

 

 

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rohit_hatkar1
Tera Expert
In response to Tanushree Maiti

3 weeks ago

Hi @Tanushree Maiti ,
Thank you for your response. As I mentioned the chrome tab has two choices in the JSON that is 

1) New Interaction

2) New ***** Case
But when I am  clicking on the + icon I am getting the three options that is
1) New Interaction

2) New ***** Case
3) New Case
So "New Case " Is an extra option which is not in the JSON as well. I want to disable it. So is there any other place from where we can deactivate it.

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Tanushree Maiti
Tera Patron
In response to rohit_hatkar1

3 weeks ago

Hi @rohit_hatkar1 

 

Can you share your JSON value? 

 

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rohit_hatkar1
Tera Expert
In response to Tanushree Maiti

3 weeks ago - last edited 3 weeks ago

{
"contextual": [
"record",
"kb_version_compare",
"kb_translate",
"kb_view"
],
"newTabMenu": [
{
"label": {
"translatable": true,
"message": "New Interaction"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "interaction",
"sysId": "-1"
},
"multiInstField": "sysId"
},
"condition": {
"tableDescription": {
"table": "interaction",
"canCreate": true
},
"plugin": "com.snc.uib.csm_agent_workspace"
}
},
{
"label": {
"translatable": true,
"message": "New Product Case"
},
"routeInfo": {
"route": "record",
"fields": {
"table": "x_product_case",
"sysId": "-1"
},

"multiInstField": "sysId"
},
"condition": {
"tableDescription": {
"table": "x_robgh_correction_case",
"canCreate": true
},
"plugin": "com.snc.uib.csm_agent_workspace"
}
}
],
"maxMainTabLimit": 10,
"maxTotalSubTabLimit": 30
}

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