question Re: Agent Chat UI Actions to open in Native View in Developer forum

Agent Chat UI Actions to open in Native View

Erin Mills — Fri, 10 Mar 2023 13:47:16 GMT

We are building out our instance with the new Tokyo Next Experience. We are using Agent Chat within the Service Operations Workspace. We are rolling out the next experience in phases. Trying to figure out if there is a way to redirect the Interaction UI Actions for "Create Incident" and "Create Request" in the native forms instead of the workspace forms. I have tried to add the below addendum to the script in various formats but can't seem to get it right. Any insight would be hugely appreciated!

function onClick(g_form) {
var sys_id = g_form.getUniqueValue();
open('/nav_to.do?uri=incident.do?sys_id=' + sys_id, '_self');
}

The current OOB Script is as follows:

var canCreateIncident = false;
if ((current.isNewRecord() && current.canCreate()) || (!current.isNewRecord() && current.canWrite()))
canCreateIncident = current.update();
else
canCreateIncident = true;

if (canCreateIncident) {
var inc = new GlideRecord("incident");
inc.initialize();
inc.caller_id = current.opened_for;
inc.short_description = current.short_description;
if (gs.getProperty("com.snc.incident.create_from_interaction.save") === 'true') {
inc.work_notes = gs.getMessage('Incident created from Interaction {0}', current.number);
var incSysId = inc.insert();
if (incSysId) {
var interactionRelatedGR = new GlideRecord("interaction_related_record");
interactionRelatedGR.initialize();
interactionRelatedGR.interaction = current.sys_id;
interactionRelatedGR.document_table = 'incident';
interactionRelatedGR.document_id = incSysId;
interactionRelatedGR.insert();
}
}
action.openGlideRecord(inc);
new InteractionRelationshipUtil().copyAttachments(current, inc);
}

Screen shot of the UI Action in question:

Re: Agent Chat UI Actions to open in Native View

SebastianKunzke — Fri, 10 Mar 2023 13:57:20 GMT

I do not know, if you can redirect the function into the legacy window. But I wouldn't suggest it, because if you do so, you will loose the ability to chat with your customer/caller will creating the incident/problem. Based on my experience users can easily work with the workspace without having big changes in their way of working. The most important is, that the field positions are similar and than it is often more wanted, because you can work with several tabs within browser window. So keep it out of the box and spend the time in short but great user trainings would be my suggestion.

Re: Agent Chat UI Actions to open in Native View

Erin Mills — Fri, 10 Mar 2023 14:09:36 GMT

Unfortunately for us there are many Fields and UI Actions that would need to be migrated to the workspace forms in order to be "apples to apples". We've locked down the Agent Chat and Workspace Experience to just the Service Desk for now. We have a roadmap to open that up soon, we just need an alternative for a short period of time.

Re: Agent Chat UI Actions to open in Native View

SebastianKunzke — Fri, 10 Mar 2023 14:37:24 GMT

In this case I would suggest that you open the incident / problem in the workspace and then create a UI action on the incident screen "Continue incident".
The same way ServiceNow is doing it for changes and problems, because not all functions are available yet. There you can find a "continue ..." button after the creation.

Re: Agent Chat UI Actions to open in Native View

Erin Mills — Fri, 10 Mar 2023 15:12:47 GMT

That could be a solution, then I could just use that on click script as a new UI

function onClick(g_form) {
var sys_id = g_form.getUniqueValue();
open('/nav_to.do?uri=incident.do?sys_id=' + sys_id, '_self');
}

Re: Agent Chat UI Actions to open in Native View

SebastianKunzke — Fri, 10 Mar 2023 15:36:55 GMT

Yes, that should working.

Here the example from "Continue problem"