Agent workspace is not having resolve button on the form to resolve the ticket by agents.

[Nisha33]

Hi All,

We are using agent workspace in place of call module. So when Agent creates an incident on agent workspace. All other UI Actions are there but Resolve button is missing. So, they need to go to incident form and resolve it.

Can anyone please suggest something for this ..... if anything i missed to have this resolve button enabled on agent workspace view as well.

Regards,

Nisha

[Willem · Accepted solution]

Can you check if the boxes are ticked on the UI Action:

<INSTANCE>.service-now.com/sys_ui_action.do?sys_id=38c073d7465762820116c37c3353540f

Also if you open the incident Form (the old way) you are able to resolve as the same user?

[Ankur Bawiskar]

Hi Nisha,

This UI action is present for Agent Workspace as well.

If that incident is already closed it won't show.

I am able to view that.

Please check anyone updated the "workspace form button". It should be checked for that UI action

Go to this UI action

URL: https://instanceName.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=38c073d7465762820116c37c3353540f

Refer image below

Regards
Ankur

[AleashaLyn]

Worked Perfect. My instance was missing the script. Here it is to save someone some time

function onClick(g_form) {
//Set the 'incident state' and 'state' values to 'Resolved', and display mandatory fields
g_form.setValue('incident_state', 6);
g_form.setValue('state', 6);
g_form.setValue('resolved_by', g_user.userID, g_user.getFullName());

//Call the UI Action and skip the 'onclick' function
g_form.submit(g_form.getActionName());

}