Openframe API in Agent WorkSpace

Vijay151 · ‎01-13-2020

Hi,

Good day! we have to integrate the "openFrameAPI - openServiceNowForm" as per https://docs.servicenow.com/bundle/newyork-customer-service-management/page/app-store/dev_portal/API_reference/openFrameAPI/concept/c_openFrameAPI.html#c_openFrameAPI.

We have configured everything. The create new record and open existing record is working good when we check from the normal servicenow window. In the agent workspace, the new record create process is working good, but not able to open the existing record from agent workspace using openframe form api.

In normal screen

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test' }); - works good

openFrameAPI.openServiceNowForm({entity: 'interaction', query: 'sys_id=-1&sysparm_query=sysparm_query=short_description=test'' }); - works good

In agent workspace

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test' }); - didnot work

openFrameAPI.openServiceNowForm({entity: 'interaction', query: 'sys_id=-1&sysparm_query=sysparm_query=short_description=test'' }); - works good

Andrew Barnes - · ‎01-13-2020

Greetings Vijay,

I have not yet had to use this particular API - but from the docs site example, new record vs existing needs an additional interaction record to open in the parent tab.

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test', 'interaction_sys_id':'3be092313b711300758ce9b534efc4dd'});

For Agent Workspace, this API supports interaction tab management. In Agent Workspace, an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab.

View solution in original post

rajkumar5 · ‎06-03-2021

Vijay,

Looking for solution to open the record by using unique field ?

Thanks,

MageshKumar