lost plus sign button to create/open an incident in Agent Mobile after upgrade to Vancouver

[sbh]

We recently upgraded from Utah patch 8 to Vancouver patch 5. When we did, the plus sign (the button to create/open an incident) on the My Work tab of the Agent Mobile app disappeared. Has anyone else experienced this?

I saw nothing in the release notes that would lead me to expect this and, worse, no skipped errors to review that had anything to do with it. I've customized a fair amount on the My Work tab and added another tab to that screen, but the only customization I made to that OOB button was to add the Building field. (I may also have removed some fields.) It was visible and working right up until the upgrade and is now missing on all of our instances.

I've opened a support case and they responded almost immediately with a solution, which didn't work for me. They're still working on the case but I wondered if this has happened to anyone else.

Thanks in advance for any help.

keywords (these are not available as labels): Agent Mobile app, Vancouver, incident

[sbh · Accepted solution]

It turns out I was using a create-incident button with company instead of without company. Buttons that contain the company field now have a condition that checks for domain separation, which we don't use. The condition prevented the button/function from appearing on our Agent Mobile app. Thank you Sebastian Vignone and Ethan Hogue!!