Service Operation Workspace View Rules
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03-17-2023 12:27 PM - edited 03-17-2023 12:28 PM
Hi -
I would like to configure the forms in the Service Operation Workspace to mirror the fields that exist in the classic UI record. I noticed that there are two form views in SOW. For example, when you open an interaction record in SOW it opens the 'Service Operation Workspace New Record' view. When you save the record, it opens the 'CSM Workspace' view. My question is where is this getting defined? I went to the Workspace View Rules table and it appears this where the view rules are being set. However, when I look at the view for Incident it shows the new incident record pointing to the 'Service Operations Workspace New Record' view and the only other entry for incident shows that it's pointing to the 'Workspace UIB' view. This doesn't make sense to me? Why is this not pointing to the Service Operations Workspace view which matches more to the classic UI default view. Any idea on this just want to make sure I am updating the correct record?
