Create Widget or UI Action in Service Portal to Redirect to Native UI
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12-08-2023 03:14 PM
I have a requirement to add either a widget button or a UI action button to our ticket form to allow users who have fulfiller roles, but may also be callers on certain issues. Currently we are not interested in altering our customer experience by changing how we route our users or the email links that we send out. The compromise we are envisioning is to include this link to allow these users who are both fulfillers and customers to simply click and switch over to the native UI view of their incident from the service portal. The service portal unfortunately is not my strong point and I am struggling trying to meet this requirement. Most related questions are going in the opposite direction of this so I feel I cannot repurpose their work. If anyone has any suggestions or previous work they could point me to that would be most appreciated.
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12-08-2023 03:48 PM
Below thread has something that you are looking for
You can also create a button widget to get information from URL and then build a clickable link which can redirect them to Native UI. But if the above solution works for you, we maynt need that.
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12-11-2023 10:38 AM - edited 12-11-2023 10:40 AM
Hello,
I tried out the solution that you linked which looks awesome, thank you so much for finding that, but it looks like our instance is not redirecting to the same pages that they are. It looks like our portal is going to the standard ticket page which when I open in the designer is empty containers so it is being filled in some other way. After submission our incidents and requests appear to be going somewhere else. Is there a simple way to build a button widget or is it relatively complicated?
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12-11-2023 11:28 AM
It is simple.... The only thing is, it may need to be added manually to all the pages where you want it
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12-11-2023 02:03 PM
The only place I am looking to add it is in the incident page. So if someone had the proper role and had clicked on a link and ended up in the portal at the self service view of their incident they could click on the incident link and go the native UI version. I think we are currently using the standard ticket header on our page so if we could utilize the Incident number in the upper left above where all the details and activity stream is that would be awesome.
