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Best Approach to Enable the Create Knowledge Button for Incidents in CSM/FSM Workspace

Jeenet1
Tera Contributor

Monday

Hello experts,

 

What is the best way to make the Create Knowledge button available for Incident records in the CSM/FSM Configurable Workspace? 

 

Out of the box, the Create Knowledge action is available in the Service Operations Workspace, but it is not available in the CSM/FSM Configurable Workspace.

 

Thanks in advance!

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Vikram Reddy
Tera Guru

yesterday

Hello @Jeenet1,

 

I'm assuming you're on the Next Experience, UI Builder based CSM/FSM Configurable Workspace, since that's the only workspace where the porting approach below actually applies.

There's no admin toggle for this. Create Knowledge ships natively for Case in CSM/FSM Configurable Workspace, and natively for Incident in Service Operations Workspace, but the two were never wired together out of the box. If you want the button on Incident inside CSM/FSM, you port the declarative action over yourself, and it's all Now Experience Framework configuration, no scripting on the Incident record itself.

1. All > UX Form View Rules
   New rule, Table = Incident, so Incident opens using the
   Service Operations Workspace view when launched inside
   CSM/FSM. Add "CSM/FSM Configurable Workspace View Rule
   Config" to the related list.

2. All > Form Action Layouts
   New record, Table = Incident, Action Config =
   "CSM/FSM Configurable Workspace Action Config".
   In the UX Form Action Layout Items related list, add
   Create Knowledge to the buttons included.

3. UI Builder > CSM/FSM Configurable Workspace
   Duplicate the "CSM Default record page". Open its
   Settings, add "[SOW] Open Record form modal v2" under
   Handled Events, and wire up the event mapping script.

4. On the duplicated page's Modal Container (Viewport)
   Add "SOW Record page modals" to Page collections.

5. Now Experience Framework > Declarative Actions > Form Actions
   Open the Create Knowledge action, add a new UX Add-on
   Event Mapping targeting "[SOW] Open Record form modal v2",
   with Source Element ID set to ui_action_bar.

The reason this works at all is that both workspaces render off the same Now Experience Framework stack, just with different record pages and Form Action Layouts pointed at the Incident table. The view rule forces Incident to resolve to the SOW-style view, the Form Action Layout is what actually makes the button visible, and the event mapping is what wires the click to the SOW modal instead of nothing happening.

One thing worth flagging before you build this: in the same community thread this pattern comes from, more than one person reports getting through all five steps, seeing the button and the modal, and then having the article not actually save, the modal just opens and does nothing on submit. That points at the handler behind the event mapping having drifted from what was documented, not at a step you're missing. So don't just confirm the button renders, click all the way through to a saved knowledge article before you call this done, and check the thread's comments for whatever the community has landed on as the current fix to the event mapping script.

Since this touches the shared Incident record page, build it in a sub-prod instance first, and check whether any other CSM/FSM actions or custom UI Builder pages already reference the CSM Default record page before you duplicate it, a duplicate with a lower order affects everything rendered off that page, not just this one button.

References

 

Thank you,
Vikram Karety
Octigo Solutions INC

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