Search for Duplicates UI action DOES NOT display for KA in SOW

[Ash33]

Hi experts

Search for Duplicates UI Action is only displaying in the Classic UI for KA. I even tried to enable/checkbox Workspace Form button on the UI Action but it does not show in the Service Operation Workspace for KA. 

Can someone please guide me on how to achieve this?

Regards,
Ash

[Abhishek Pal]

Hi @Ash33 ,

The OOB "Search for Duplicates" UI Action was designed for the classic UI, so enabling only "Workspace Form Button" is not enough for a Configurable Workspace such as Service Operations Workspace.

I would not modify the OOB UI Action directly. Create a copy for Workspace and configure it as follows:

1. Table:
Knowledge [kb_knowledge]

2. Enable:
Workspace Form Button = true
Format for Configurable Workspace = true
Client = true

3. Keep the same OOB condition so the button is shown only in the intended Knowledge states/roles.

4. Add this in Workspace Client Script:

function onClick(g_form) {
var shortDescription = encodeURIComponent(
g_form.getValue('short_description')
);

var url = 'knowledge_home_launcher.do?sysparm_stack=no&query=' +
shortDescription;

window.open(url, '_blank');
}

The reason the existing action does not work correctly in SOW is that its classic client logic uses the native UI navigation mechanism. Configurable Workspace supports a separate Workspace Client Script for client-side UI Actions.

Also verify the following if the button itself is still not visible:

- Workspace Form Button = checked
- Format for Configurable Workspace = checked
- Active = true
- The UI Action condition evaluates to true for the Knowledge Article
- The user satisfies the role requirements
- There is no UI Action Visibility rule excluding the SOW form view

Your screenshot appears to show "Format for Configurable Workspace" enabled, but verify "Workspace Form Button" as well because both are required for this use case.

There is also a Community discussion for this exact "Search for Duplicates" requirement in Service Operations Workspace:

https://www.servicenow.com/community/csm-forum/migrating-ui-action-in-service-operations-workspace/t...

ServiceNow documentation for Workspace UI Actions:

https://www.servicenow.com/docs/r/platform-administration/t_EditingAUIAction.html

So I would use a Workspace-compatible copy of the UI Action rather than changing the OOB Search for Duplicates action.

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,
Abhishek Pal

[Ash33]

Hi Abhishek

I had already followed the community post - https://www.servicenow.com/community/csm-forum/migrating-ui-action-in-service-operations-workspace/t...

But still the UI Action button was not visible in SOW. I've created a copy and followed the same steps again.