Open a catalog item on agent workspace without using interaction record

Debolina
Tera Contributor

‎05-02-2023 08:26 AM

Hi,

 

We have a ui action on the workspace list view and as per the requirement this ui action should open up the catalog inside the agent workspace. I know it can be done through interaction record but any idea on how to achieve it without creating a interaction record and also is it feasible?
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George Floratos
Tera Expert

‎05-04-2023 05:37 AM

This is within FSM/CSM workspace for FSM Complaint Service Management.  

 

OOTB there is a UI Action in the interaction record that opens the Complaint Catalog.

We need this in the list view, so that an agent can open a complaint case directly from the workspace, and work that case within workspace. 

 

currently this is working, but it always opens the RP in a new window, not within the workspace UI.  on submit you are outside the workspace in a new window. 

 

 

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