SOW edit the create drop down on a record

[WasonJ1]

Hello,

When in Service Operations Workspace on an incident there is a drop-down on the right hand side that lets us create an associated record to the current incident. I am trying to add an additional option to this list because we have a custom incident task table that we use. I have gone to the UX Form Actions table and done an 'insert and stay' on the existing 'create incident task' record. I have updated all the settings on my new 'create incident task itd' record to mirror the existing one but the action I created does not get displayed. I verified that if I deactivated the original 'create incident task' record it does stop showing up in SOW but I can't get mine to show. Do you know what might be causing this? 

[boteeuwen]

Since your new UX Form Action itself is configured correctly, I would check the workspace routing records around it. Insert and Stay on the UX Form Action does not automatically create all the related records that tell SOW where to display that action.

First, open sys_declarative_action_assignment.list and find the assignment used by the original Create Incident Task action. Check whether your new Create Incident Task ITD action has its own equivalent assignment. If not, create one based on the original and point it to your new action.

Next, check sys_ux_form_action_layout_group.list. Find the Form Action Layout Group used by the original Create Incident Task action.

Then open sys_ux_form_action_layout_item.list and look for the layout item that references the original action. Your custom action will usually need its own layout item in the same layout group so SOW knows to include it in that dropdown.

I would compare the original and custom records side by side, especially the action assignment, layout group and layout item. In this case, the most likely reason the new action is not showing is that SOW is still only referencing the original action through one of those related records.