Clickable URL in agent workspace?

[Alessandro Idro]

Hello, 

We are facing an issue, where agent workspace is not displaying a clickable field, the same way the native view of HR case does. Is there a workaround this?

HR Case Native View:

Below you can see that the agent will be able to click on this and a file downloads right away.

HR Agent Workspace:

Below you can see this is no longer clickable

[Maik Skoddow]

Hi

it's not really clear who you realized the "clickable field" but to me it seems you used field label, right?

But to answer your question: The Agent Workspace is not a full replacement of the UI16. That means it has restrictions you cannot fix.

If you are using the Configurable Workspace you could try to open it in the new UI Builder to implement any workaround but not for the legacy Agent Workspace.

Maik

[Alessandro Idro]

Either field do not work in Agent Workspace, even defaulting a url within the url field. I have tried anything I can think of. even accessing the UI builder without any luck. 

I was thinking on having two attachments on the record upon creation for this particular service, but I am unable to achieve this either. Any thoughts on always having two documents attached as soon as the record is created?

[Susan Britt · Accepted solution]

Are the attachments intended for the HR agent resolving the case or for the employee/Opened For user?  If it's for the agent, you could utilize the Fulfillment instructions.  I believe that are OOB examples of services that have embedded knowledge in the fulfillment instructions.

[Alessandro Idro]

Yes, that is what I ended up doing, adding it to the fulfilment instructions, when the agent clicks on it, it downloads the document. Thank you!