Hi there,
We're currently working on a project for a customer, where we want the agents to be met by a landing page - where it is possible for them to gain an overview of their cases etc. etc.
However, an issue arises, when the agent clicks on the number of the case to open the case. Instead of being redirected to the CSM Workspace (where we want them to work on cases), they are being sent to the "back-end" / native SNow app.
In the picture below, we see a agent on the landing page - and he presses on the case number to open it.
In the next picture below, we see that the agent hasn't been brought to the CSM workspace, but rather the back-end.
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We have tried a couple of things to solve this issue.
- We have tried to open the page in the UI Builder, and create a copy of the page itself. From here we tried to change some of the events from the "row click" section and tried to redirect the agent to the CSM workspace, if they click on the row of numbers. This didn't work.
- We have tried to look into the case number (link) itself. We wanted to see if it was possible to change the link, to only send users to the CSM Workspace - however this has its own challenges and problems.
Does anyone have any ideas for how to solve this issue? Any insight is appreciated!
Thank you in advance!
