Requirement
In Service Operations Workspace, when an agent clicks Create Incident or Create Request on an Interaction, the Interaction should close as Closed Complete straight away.
Problem
We added close logic to the Create Request UI Action, but nothing changed in the workspace.
Root cause
- The workspace Create Request button comes from a Declarative Action (sys_declarative_action_assignment), not the UI Action. We were editing the wrong record.
- For Create Incident, there were two copies of the UI Action (global and domain). Only one was live.
How to find the real button source
- Search sys_declarative_action_assignment for the button name.
- Search sys_ui_action for the same name and check the Workspace Form Button flag and domain.
- Deactivate one in DEV and see if the button disappears.
Fix
1. Create Incident: add the close logic in the live UI Action, after the incident is created.
2. Create Request: deactivate the Declarative Action. Make the UI Action a Workspace Form Button that sets state to Closed Complete, saves, then opens the catalog.
3. Deactivate old helper scripts or business rules doing the same job.
4. Move everything in one update set.
Tip
A null warning from the OOTB interaction survey rule on close is harmless.
Hope this helps. Happy to share more details if needed.
