Workspace Issue: Incident Tab Closes Without Mandatory Save Prompt

[Saurabh Singh5]

Hello Community experts,

We are facing an issue reported by a customer regarding the behavior of the "Create Incident" UI action within an Interaction record in Workspace.

When an agent uses this action, it opens the Incident record in a new tab. However, if the agent clicks the (x) to close the Incident tab, the system allows the tab to close without prompting the user to save or complete any mandatory fields.

The customer has requested that this behavior be changed so that agents are prompted to fill in mandatory fields before closing the tab, similar to how mandatory requirements are enforced during record submission.

Could you please advise if this is expected behavior, or if there are configuration options or enhancements available to enforce mandatory prompts when closing Incident tabs in Workspace?

Thank you in advance for your guidance.

I have tried looking into this but not able to figure out a solution for this seems like the Incidents are being left orphan without any mandatory fields being filled in. Can we enforce this or is it not possible we would need to go for something else.

Thanks in Advance

Saurabh Singh

[Saurabh Singh5]

We have identified a straightforward solution to enforce mandatory field validation when creating Incidents from Interactions in Workspace.

By setting the system property com.snc.incident.create_from_interaction.save to false, the Incident record will no longer be created automatically when the "Create Incident" button is clicked within an Interaction. Instead, agents will be required to explicitly use the Save button to create the Incident record. This ensures that mandatory field checks are triggered as part of the save process.