Resolve ui action not visible in Create Incident (Service Operations Workspace)

JoostHW
Tera Contributor

yesterday - last edited 5 hours ago

Hi,

 

Does anyone know how to make the resolved (powered by GenAI version) visible when creating a new Incident in Service Operations Workspace? OOB its hidden but I want it to be visible.

 

Thanks in advance!

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Mariam_Ahmed
Tera Guru

3 hours ago

Hi @JoostHW,

If the Resolve (Powered by GenAI) option is hidden in Service Operations Workspace, you can try reverting the related OOB records to their latest base system versions.

Part 1: Revert the Resolve UI Action

  1. Switch the application scope to Now Assist for IT Service Management (ITSM).

  2. Navigate to the sys_ui_action table and open the base system Resolve UI Action record.

  3. Open the Versions related list.

  4. Identify the latest base system version and Revert to this version.

Part 2: Reactivate the Resolve Declarative Action Assignment

  1. Switch the application scope to Incident Management for Service Operations Workspace.

  2. Navigate to the sys_declarative_action_assignment table and open the base system Resolve action assignment record.

  3. Open the Versions related list.

  4. Identify the latest base system version and Revert to this version.

Part 3: Verify the Fix

  1. Navigate to cache.do and clear the cache.

  2. Verify that selecting Resolve button now opens as expected.

If you found this response useful, please mark it as Helpful and accept it as the Solution to help others with similar questions.


Best regards,

Mariam Ahmed.

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