Unable to create REQ from Interactions in Service Workspace

[Gayle F]

We recently upgraded to Yokohama Patch 4, and now our users in Service Operations Workspace can no longer create Requests from Interactions that are submitted by the Walk-Up kiosk.

The Assignment Group that our technicians are using includes the Role required: sn_walkup.walkup_technician shown in the documentation https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/walk-up-experienc....

I have searched through AI Actions and scripts without finding the problem. 

No groups or roles have changed in this area before or after the upgrade. This is not an issue for any other type of Interactions in the Service Operations Workspace, only for Type: Walk-Up

Does anyone know if there is a new ACL or BR that affects the Walk-Up interaction with Service Operations Workspace?

[Rafael Batistot]

Hi

May it’s helps you 

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/walk-up-experienc...

[TEdwards]

Hello there,

Just wondering if you ever found out what was causing this issue. We are experiencing the same problem.

[Community Alums]

Hi!

I am not sure if this is still an active thread; however, I wanted to record my findings here for anyone else who runs into a similar issue in the future.

 

Problem Statement:

The help desk noticed that the "Create request" option is missing from the interaction page when serving walk-up constituents in the Service Operations Workspace (SOW) interface after upgrading the platform to Yokohama and our SOW plugins to the latest versions.

 

RCA:

ServiceNow introduced a new view on the interaction table for walk-up types [walk-up_sow]. A client-script-based declarative action can only be defined on a single view at a time, and a clone will have to be made for it to appear on both views.

The reason "Create incident" and "Create change" were not impacted is that they are UI-action-based declarative actions that will always appear in any new view unless excluded by configuration (To my current understanding).

 

Proposed Resolution:

A client-script-based declarative action will have to be manually added to this new view via the "Action Assignments" table [sys_declarative_action_assignment_list]. It looks like these client-script-based declarative actions can only be generated on a per-view basis. The simplest way is to just insert-and-stay the original "Create request" action and reassign the view to "Walk-up SOW".

Once the new declarative action has been created, we need to include it in the original interaction "Create" "UX Form Actions Layout Group" [sys_ux_form_action_layout_group] record so it appears alongside the "Create incident" and "Create change" options.