Hi,
I’m trying to configure Wrap‑Up Codes for Interactions Records as part of a Service Operations Workspace (SOW), but the behavior is not working as expected.
When I click the End Chat UI Action in Service Operations Workspace (SOW), the chat is closed automatically and I do not see any Wrap‑Up Code / Wrap‑Up Note pop‑up before closure.
I’m looking to achieve functionality similar to the one demonstrated in the following ServiceNow Community YouTube video:
-> https://www.youtube.com/watch?v=pobIffjD4D8A
However, after testing in my PDI, I do not see this behavior working out of the box.
Requirement Details
Require a Wrap‑Up Code for all Interaction types (not only Chat)
Wrap‑Up Code should be mandatory when closing an Interaction
Allow an optional Wrap‑Up Note field (preferably displayed in the same modal)
Use a modal / pop‑up / interceptor to capture the wrap‑up details
Wrap‑Up Codes:
Resolved – Account Unlock
Resolved – Information Provided
Resolved – Simple Fix
Could you please advise:
Whether this functionality is OOTB or requires customization?
The recommended approach to implement this in Service Operations Workspace?
Any guidance or best practices would be greatly appreciated.
Thanks in advance!
