Special Handling Notes do not work for Interactions in CSM Configurable Workspace - Known Error

Special Handling Notes do not work for Interactions in CSM Configurable Workspace Description When attempting to create a Special Handling Note (SHN) for the Interactions table for CSM Configurable Workspace, the SHNs do not display anywhere on the form, and especially, the SHNs pop-up function does not work. This is specific to Interaction records. The pop-ups do work fine on Agent Workspace, however.

Symptoms: After correctly configuring a SHN for Interactions, when opening an Interaction record in CSM Configurable Workspace, no pop-up displays (even when the pop-up option is selected) and no SHN is visible anywhere on the form.

Steps to Reproduce

1. Hop into an OOB instance 2. In the left-navigator, type 'interaction.list' and hit enter -- this will take you to the 'Interactions' record list-view 3. Open any Interaction (IMS) record, e.g. IMS0000002 4. In the Related Links, hit the 'Create Special Handling Notes' (SHN) Related Link 5. Set any Short Description / Message, and select the below options: -- a. Type: 1 - Standard -- b. Display as pop-up alert: check (true) -- c. Priority: 1 - Critical (this just affects the visual of the alert) -- d. Effective immediately: check (true) -- e. Expires on: select some future date 6. Select the 'Submit' UI Action to submit the SHN 7. Now, in the left navigator, type 'Agent Workspace' and navigate to Workspace Experience > Workspaces > Agent Workspace Home 8. Once the page loads, on the left side of the page, click the list icon under the house icon and scroll down to 'Interactions' and select 'My Interactions' 9. Once that list loads, open the IMS record you created the SHN against (e.g. IMS0000002) 10. Note that the SHN comes through successfully as a pop-up, as we configured 11. Now, in the left navigator (go back to base URL if needed to return to where you can see the left-navigator), type 'CSM Configurable' and navigate to Workspace Experience > Workspaces > CSM Configurable Workspace Home 12. Open up the same IMS record here via the same methods as discussed earlier 13. Note no pop-up displays, this is the issue -- no SHN work for IMS records

* Expected behavior: Behavior would be consistent between Agent Workspace and CSM Configurable Workspace (esp. since SHN work in CSM Workspace for, say, Cases)

* Actual behavior: Inconsistent/confusing behavior where SHN does not work in CSM Configurable Workspace for IMS records

Workaround No workaround available. The problem has been closed as working as expected with the current product design. However, this has been marked as an enhancement as well, meaning this functionality may be provided in one of the future releases.