Walk-Up - "Create Incident" UI Action for Workspace

[Wojciech Radoms]

Hello all, 

we are currently configuring Walk-Up Experience and need assistance with the "Create Incident" UI action. 

Since Walk-Up uses the AWA and the workspace inbox, we would like to use the OOTB UI Action in the workspace, so the technicians don't have to switch between different UIs. 

We have enabled the Action as a workspace button but experiencing issues with the Workspace client script.
The "Confirm/Cancel" pop-up displays correctly, then the incident form loads (in the pop-up) and closes without saving.

Is there a way to make the new record open in a new tab and connect to the interaction record it was triggered from without modifying the actual UI Page? 

Workspace Client Script below:

function onClick(g_form) {
 var loadingUIPage = "c41d324ab37013002186a72256a8dc36";
    g_modal.showFrame({
        url: "/ui_page.do?sys_id=" + loadingUIPage,
        title: "Confirm Incident",
        width: 500,
        height: 500
    });

    g_form.submit(g_form.confirmIncident()());
}

[RaghavSh · Accepted solution]

@Wojciech Radoms This issue does not occur in Service Operations Workspace, so you can redirect your agents to SOW.

I was not able to open the view you are showing in My latest Yokohama PDI, I believe SN has discontinued this but if this is still available in your instance and it is OOB, you can raise a HI support case with SN.

[RaghavSh · Accepted solution]

@Wojciech Radoms This issue does not occur in Service Operations Workspace, so you can redirect your agents to SOW.

I was not able to open the view you are showing in My latest Yokohama PDI, I believe SN has discontinued this but if this is still available in your instance and it is OOB, you can raise a HI support case with SN.

[RaghavSh]

@Wojciech Radoms Were you able to get this fixed

[Wojciech Radoms]

Hi, 

it's hard to say. 

Per your recommendation, and the recommendation below I have changed the inbox to Service Operations Workspace, but now the work items do not appear in the new inbox.

Even if I open an interaction record manually, the UI Action does not show up. 

I'll check today and update this thread.

[RaghavSh]

@Wojciech Radoms Interactions with type walkup or even other interactions should show the option to create incident and request in the same button.

[RaghavSh · Accepted solution]

@Wojciech Radoms Did you try a case with SN, I was not able to open Agent zWorkspace when clicked on "My walkup inbox" in my PDI