Agent Workspace Show Related Incidents

[Winnie P]

Hello There -

Can the 'Show related Incidents' button next to the Caller name that is visible in the 'default' Incident view, be added in the Agent Workspace Incident view?  Thank you.

[Winnie P]

Thank you for your response Ankur, appreciate it. All is going fairly well here.  Cheers, Winnie

[Ankur Bawiskar]

Thank you

[Runjay Patel]

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

1. How to setup Agent Workspace
2. Plugins required.
3. Create Studio application for Agent Workspace.
4. Lading Page configuration in details.
5. List Layout and Categories configuration.
6. Form Layout, Header and Ribbon configuration
7. UI Actions and notifications.
8. Global search and Agent assist.
9. Live Agent chat configurations.
10. Integrate Connect Support with Agent Workspace
11. Difference between Agent Workspace and ITSM Agent Workspace?
12. Custom form for app: UI page, service portal widget or Agent Workspace component?
13. View and Create Reports in Agent Workspace
14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
15. Agent Workspace - convert incidents to Request Items and vice-versa
16. Add Knowledge search in Agent Workspace to Contextual form
17. UI Action to pop up Email from Agent Workspace
18. Bar Graph
19. Open frame API in Agent Workspace
20. How to use Assignment workbench in Agent Workspace?
21. Viewing Interaction Records in Agent Workspace
22. Agent Chat in Service Portal without Virtual Agent
23. And many more.

[Community Alums]

@Winnie Poelima

Hello,

I am also facing the same issue.

 1.How to configure dictionary of a field in Agent workspace?

 2.How you added "show related user record" macro for workspace view?

Appreciate your solution

[Winnie P]

Hi Nivetha,
For number 2) I ended up just adding 'Incidents by same caller' to our Agent WS view.

Open an Incident record:

Click the context menu icon () and select Configure > Related List > Change 'View name' to 'Workspace' > Add 'Incidents by Same Caller' from Slush bucket

Regards, Winnie