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]

Which OOB UI action/ Button is this. I dont see this issue in SOW workspace while clicking on "Create incident".

[Wojciech Radoms]

This is the OOTB UI Action that comes with the Walk-Up Experience, it can be identified by the comment:

[RaghavSh]

which workspace are you using? can you share the screenshot?

[Wojciech Radoms]

I am using the default Agent Workspace (the one you are redirected to when clicking on "My Walk-Up Inbox". 

After clicking "Create Incident" the new record is opened in the pop-up but closes immediately without saving. 

Side note: In Core UI the UI Action is a link.