Service Operations Workspace - Submit a request

Darlene York · 3 weeks ago

Good morning,

When a user submits a request from an Incident or Interaction, the request correctly opens our Service Catalog as expected.

However, if the user navigates to All Open Requests and attempts to create a new request, the system opens a different form that is not associated with our catalog. I've been trying to identify the property or configuration that controls this behavior, but I haven't been able to find it.

Can anyone point me to the setting that determines which form is opened when a new request is created from All Open Requests?

Thank you.

Tejas Adhalrao · 3 weeks ago

Hi @Darlene York ,

check Ui actions & List actions for that table form.

Check the Workspace configuration in UI Builder / Workspace experience configuration and see which action is mapped to New.

regards,

tejas

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George_1 · 3 weeks ago

Hi @Darly ,

The New button you see is a global button used to create a new Requested Item (RITM).

If you want a New button that directly opens your specific catalog item, you will need to create a separate UI Action for it and ensure that it is Workspace-enabled. This UI Action can then be configured to launch the desired catalog item when clicked.

View solution in original post

Darlene York · 3 weeks ago

thank you so much for your assistance.