Enable the Create Case UI action for case type selection

Enable the Create Case UI action for case type selection for one or more selected tables.

Before you begin

Role required: workspace_admin, ui_builder_admin, admin

About this task

This procedure adds the Create Case UI action to records in the configured table. Selecting this UI action displays the Select a case type popup window.

Note:

For the CSM Configurable Workspace, the Create Case UI action for case type selection is disabled out of box.

Procedure

1. Navigate to the Action Assignments list by entering sys_declarative_action_assignment_list.do in the application navigator.
2. Filter the actions for the table on which you want the Create Case UI action to be enabled.
   For example, to enable the UI action for the Interaction table, use the Table column to filter for the Interaction [interaction] table.
3. Select the Create Case action with this description:
   This Create Case UI action enables the agent to create a case on Agent Workspace by selecting the type of case from a list of available case types.
4. On the Create Case Action Assignment record, enable the Active check box and save the record.
5. Navigate to the UI Actions list by entering sys_ui_action_list.do in the application navigator.
6. Filter the actions for the same table as selected in step 2.
7. Select the Create Case action with no comments.
8. On the Create Case UI Action record, disable the Active check box and save the record.
9. Repeat steps 1 through 8 for each table on which you want to enable the Create Case UI action for case type selection.