How to set up agent assist for incidents in CSM workspace ?


Description

When making an incident form layout in the workspace_uib (CWF Workspace Integrations scope), how can we make the Contextual search results available for incidents in the CSM Workspace (only CSM workspace visible is the CSM Configurable workspace)?

 

Resolution

This can be achieved in the agent assitant screen by adding the incident table to the screen condition.

sys_ux_screen record: /nav_to.do?uri=sys_ux_screen.do?sys_id=7b93d16453c3101043d7ddeeff7b1211

 

Modify the Screen Conditon

from :

parent.table=sn_customerservice_case

to :

parent.table=sn_customerservice_case^ORparent.table=incident