Interactions not redirecting to incident in SOW

[GChanner]

As a Service Desk Agent I want the Incident to open automatically after:

1. Set Call Type = Incident

2. Click 'Save or Submit' button in the interaction.

This will allow you not to manually navigate to the created incident.

I understand, OOTB that if you select the 'Create Incident' button you are taken to the incident.

In my research I found that server-side redirects aren't honored in Workspace. In classic UI, action.setRedirectURL(inc) it works because the platform renders a traditional form response. In Service Operations Workspace, navigation is handled by the Now Experience client, so server redirects from Business Rules/UI Actions are ignored. ServiceNow explicitly documents that server scripting actions don't support opening a Workspace

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1586922

Issue: action.setRedirectURL(Object URL) not working correctly with extra-params when redirecting to Workspace from UI16

Cause: Server scripting actions don't support opening a Workspace URL. This isn't a recommended solution.

Resolution: Not applicable, this feature not supported.

Has anyone ran into this issue in SOW and were you able to overcome this obstacle

Thanks

Garfield

[AnirudhKumar]

That's just sad. It's just a redirect , the capability should be made available OOB in my opinion. 

However, the only solution now appears to be to force a client-side redirect. The trigger could be a button click (client-only UI Action) on the newly created Interaction record. A simple window.open() should do the job.

it's awkward, I know, but what all other options are worse

- UI Script to monitor the URL and route to Workspace (😵)

- OnLoad Client script that executes only on the classic view (😞)

[Tanushree Maiti]

Hi @GChanner 

Instead of instead of action.setRedirectURL() Use action.openGlideRecord(<object>);

refer: https://www.servicenow.com/community/developer-forum/action-setredirecturl-not-working-in-customer-s...

KB1586922 action.setRedirectURL(Object URL) not working correctly with extra-params when redirecting... 

https://www.servicenow.com/community/developer-forum/in-service-operations-workspace-create-incident...

[Ankur Bawiskar]

@GChanner 

you are correct.

so what you tried and what's not working.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏