Interactions not redirecting to incident in SOW

GChanner
Tera Guru

2 hours ago

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

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AnirudhKumar
Mega Sage

16m ago

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 (😞)

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