Incident searched in Global Search of SOW is opening in platform view instaed of workspace view.

[SourabhAkiwate]

Incident searched in Global Search of Service Operation Workspce is opening in platform view. It should open in workspace view. This functionality is working in Agent workspace but not in Service Operation Workspace. Also, it's working fine if Next Experience is "OFF". But it's not working if Next experience is "ON". NOTE: AI Search is enabled for Global Search Please provide the solution that will be helpfull for me. Thanks,

[pavani_paluri]

Hi @SourabhAkiwate 

The bug is fixed in Xanadu Patch 10, Xanadu Patch 9a Hotfix 1, and Yokohama Patch 6. Please check what version your instance is running, and if it's one of the affected ones, upgrading to the fixed patch will solve the problem cleanly.

If upgrade is not an option. Please check Multiple Experiences, type sys_ux_app.list and open it
Find the record named "Unified Navigation app shell"
Turn on the Multiple Experiences toggle
Save and test your search again.

You can also check for Service Operations Workspace settings
Look for Route Config
Make sure there's an entry for the Incident table that points to opening inside the workspace
If it's missing, copy the same entry from Agent Workspace — it has the correct setup already

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P