Hi Community,
I have a scenario where I’ve integrated OpenFrame in ServiceNow Classic UI for a softphone.
When a call is connected, I am able to trigger actions in the Classic UI. At the same time, I already have a Custom Workspace open, and my requirement is:
When the call connects via OpenFrame (softphone),
I need to automatically open an existing record OR create a new record in the Custom Workspace (not in Classic UI).
Currently, the event is triggered in Classic UI, but I’m not sure how to:
Redirect or open the record in the Custom Workspace
Pass the record context from Classic UI to Workspace
Handle create/open actions directly in Workspace from OpenFrame
Is there any official approach, API, or best practice to achieve this?
Any guidance or documentation would be really helpful.
Thanks in advance!
