Problem Model selection on workspace

[sejal1107]

We have 2 problem models 'A' and 'B'.

I have created an interceptor on problem to create problem with those 2 models.

This interceptor is working as expected for native UI but its not showing on workspace and instead the default problem model is selected when new button is clicked for problem.

I have created model entries in Record type selector as well.

What could be the reason behind it?

[IbrarA]

@sejal1107 

Workspace doesn’t use the same interceptor setup as the native UI, which is why your sys_ui_interceptor record works in one place and not the other.

Workspace has its own, and it comes in two parts. The record type selector entries you’ve added are only the content of the modal. What opens that modal is a declarative action on the New button, and out of box those exist for Change Request, Change Task and Problem Task, but not for Problem itself. So there’s nothing on your New button to call it.

Which workspace are you on? The selector table is sn_sow_interceptor_record_type_selector for Service Operations Workspace and aw_record_type_selector for Agent Workspace, and the declarative action differs between them.

You can also check this link, might be helpful for you: https://www.servicenow.com/community/developer-forum/service-operation-workspace-incident-task-inter...

[sejal1107]

Hi @IbrarA 

I am working on service operations workspace.

I have already created a record in 'sn_sow_interceptor_record_type_selector' table for 2 change models  

still no luck

[IbrarA]

Hi @sejal1107 

Is it possible for you share a screenshot of one of those selector records? You've mentioned change models while the requirement is Problem, so it's worth a look at the Applies to field before anything else.

One thing to keep in mind either way, the selector records on their own won't do much. They're only what fills the modal. Something has to open it, and that's a declarative action on the New button, which doesn't ship for Problem.

Easiest route is to copy what Problem Task already does. Open sys_declarative_action_assignment, filter on table problem_task, and have a look at the action that opens its modal. Once you can see how it's wired, build the same thing pointing at problem.

Thanks