Hello!
We are working on migrating from Agent Workspace to SOW.
Our Service Desk creates an Interaction record to capture data before then escalating that record to either an Incident or a Requested Item.
The process is this:
Agent open "New Interaction" form
Populates required fields/data (number field still empty)
Agent identifies the need to escalate to an incident or request and selects the appropriate ui action
Events triggered by ui action:
- Interaction record 'Assigned to' is updated with logged in agent (number field populated)
- Interaction record updated to closed complete state
- New Inc/Ritm record created and populated with values from interaction record
In AW, the ui actions will open the incident or request record into a new sub-tab within the tab for the interaction record.
In SOW, the ui actions will open a new "create new interaction" tab, with the incident/request as a subtab. The Interaction record that triggered the creation of the incident/request is still open in a different tab.
The "Create RITM" ui action does have "Client" selected. Here is the script for that ui action.
//Update interaction 'assigned_to' and create/complete record
current.assigned_to = gs.getUserID();
if (current.type.getDisplayValue() != "Chat") {
current.state = "closed_complete";
}
current.update();
//format description for ritm
var getDescription = current.u_description + '\n' + '\n' + current.u_patient_info
//create ritm record
var req = new GlideRecord("sc_req_item");
req.newRecord();
req.setValue('u_interaction', current.sys_id);
req.setValue('requested_for', current.opened_for);
req.setValue('u_submit_request_for_review', "no");
req.setValue('short_description', current.short_description);
req.setValue('description', getDescription);
req.setValue('u_contact_number', current.u_phone_number);
req.insert();
action.openGlideRecord(req);
The Workspace client script contains the following:
function onClick(g_form) {
var intCreateRitm = g_form.getActionName();
g_form.submit(intCreateRitm);
}
"intCreateRitm" is the Action name for the ui action.
How can I stop SOW from opening the RITM as a subtab for a 'new' interaction record?
Thank you,
Diana
