As part of the Zurich release for FSO case management, we’re introducing a powerful enhancement that simplifies case intake for both consumers and agents: record producer launch directly from the FSO service selector.
🧩 What’s the Feature?
If a service definition is tied to a service catalog item, the service selector in the FSO workspace will now display the service catalog UIB component for new case type creation. This means:
- A single, unified intake view for both consumer and agent personas.
- No need to recreate intake flows for different service definitions.
- Admins can now simply ‘set’ the service definition to launch the related record producer in the workspace.
🛠️ Why It Matters
Previously, record producers linked to service definitions were only usable on the portal, not in the workspace. This led to:
- Duplicated effort for admins recreating intake flows.
- Fragmented experiences for agents and consumers.
- Reduced efficiency in case creation workflows.
With this update, we eliminate that duplication and unify the intake experience across personas.
✅ How It Works
Admins now have the option to configure service definitions to:
- Launch the associated record producer directly in the workspace.
- Display the service catalog UIB component for case creation.
- Maintain a single source of truth for intake flows.
💡 Value Delivered
- Reduced admin effort: No more duplicating intake flows for workspace vs. portal.
- Improved agent efficiency: Agents can reuse portal record producers for workspace intake.
- Streamlined experience: One intake view for both consumers and agents.
👥 Who Benefits?
- Admins: Simplified configuration and maintenance.
- Agents: Faster, more intuitive case creation.
- Consumers: Consistent intake experience across channels.
🧭 Troubleshooting Tip
If you encounter an issue while trying to leverage the record producer in the workspace:
- Navigate to: All → System Definition → Script Includes
- Open the file named: FSOServiceDefinitionIntegrations
- Set Active to false for this file
This will disable the conflicting script and allow the record producer to launch correctly in the workspace.
📚 Learn More
For detailed documentation on how service definitions and catalog items work in FSO, visit:
👉 Service definitions with catalog items
or take a look at this recording
