Configure record creation from the new tab menu in Service Operations Workspace

Customize the records that can be created from the new tab menu in all pages of Service Operations Workspace.

Before you begin

Role required: admin

About this task

By default, an interaction or incident record can be created from the new tab menu in all pages of Service Operations Workspace.

Figure 1. Record creation from tab

You can customize the JSON value to provide a variety of options. For example, use this method to create a knowledge article directly from the new tab menu. For more information about knowledge article creation, go to Knowledge Management in Service Operations Workspace.

Procedure

1. Navigate to All > Now Experience Framework > Experiences.
2. From the list of UX applications, select Service Operations Workspace.
3. On the UX Application form, from the UX Page Properties related list, select the chrome_tab property.
4. On the UX Page Property page, when the Type field is set to json, edit the Value field, for example, to add or delete routes or tables.
   To add a new option, for example, to create a knowledge article, add a new JSON object inside the newTabMenu object. Provide the name and the action performed when you select the option as a key-value pair inside the newTabMenu object. Following is an example for creating a problem.

   "label": { 
   
   "translatable": true, 
   
   "message": "New Problem" 
   
   }, 
   
   "routeInfo": { 
   
   "route": "record", 
   
   "fields": { 
   
   "table": "problem", 
   
   "sysId": "-1" 
   
   }, 
   
   "multiInstField": "sysId" 
   
   }, 
   
   "condition": { 
   
   "tableDescription": { 
   
   "table": "problem", 
   
   "canCreate": true 
   
   } 
   
   } 
   
   }, 

5. Click Update.