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

[rohit_hatkar1]

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?

[Tanushree Maiti]

Hi @rohit_hatkar1 

Could you please clear instance cache by typing cache.do in application navigator and hit enter.

After that can you check the result.

[Ankur Bawiskar]

@rohit_hatkar1 

in my instance OOTB it doesn't show any option and on click of + directly creates New interaction

this is my JSON

Seems somebody customized your record

{
  "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"
      }
    }
  ],
  "maxMainTabLimit": 10,
  "maxTotalSubTabLimit": 30
}

[Ankur Bawiskar]

@rohit_hatkar1 

so what were your findings?

Was that a customization?

[rohit_hatkar1]

@Ankur Bawiskar ,

I haven't found any configuration for it yet. I checked PDI as well it's not there on the PDI. Don't know from where it is coming. It's only on the customer instance. maybe it's coming because of plugin. 

[SylvainL8442862]

@rohit_hatkar1 had the exact same issue, looks like the record chrome_tab_new_tab_menu_items in UX Page Property is responsible for this new "New Case" option.

When changing "disabled":false, to true, the second "New Case" option becomes greyed out. If you erase the whole JSON, leaving only [ ], the option disappears. Bet you can delete the record aswel if you don't need it.
I just changed the "roles" section, so I know the record is still there but not accessible:

{
"order":100,
"condition":{
"roles":[
"nobody"
]
},