Create Incident UI button not redireting to a New page which is OOTB

[Sachithananda 1]

I have created a copy of OOTB UI action "Create Incident" from Interaction table to add some mapping changes

OOTB:-

But now incidents created from interaction are not opened in new tab as it is ootb. Agent ahs to go to the Related list.

After creation of copy of UI action and deactivating old

[Sachithananda 1]

its not recommented to edit OOTB UI actions right?. due to future upgrade changes?

[Sachithananda 1]

@Ankur Bawiskar  also mentioned by Servicenow in the Alert shown on top

[Ankur Bawiskar]

@Sachithananda 1 

that's correct, it's risk to update OOTB UI action.

But anyhow you are touching that OOTB UI action as you are disabling so that UI action will get skipped during upgrade.

So why to create new UI action and customize rather update the OOTB one only as per what I shared above.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Sachithananda 1]

Thanks @Ankur Bawiskar  , but the client wants it as seperate UI action 🙃

[Dinesh Chilaka]

@Sachithananda 1 ,

Can you describe your issue clearly? I tried in the same way like deactivating the OOB action and created new one i didn't face any issue it is opening as a sub tab only after client on the create Incident.

If my response helped, mark it as helpful and accept the solution.