How to duplicate and customize Dispatcher Workspace macroponent page by creating a variant - Support and Troubleshooting

How to duplicate and customize Dispatcher Workspace macroponent page by creating a variant Note:

Before adding customizations, please ensure the Dispatcher workspace macroponent file (sys_ux_macroponent.do?sys_id=4645503b7312101099c2e1d28bf6a776) is on OOB Store App version, so that customizations will be done on the latest store version code. If the file is customized, then we must revert it to OOB store version. Please follow these steps to revert macroponent file to store version:

Login as admin user, open the FSM Configurable Dispatcher Workspace Store application (sys_store_app.do?sys_id=62690dabdbd610104c08f9751d961990) Under Customized Files, On the Dispatcher Workspace macroponent file, choose an option to “Revert to Store App”.

Since the Dispatcher workspace macroponent file is read-only (sys_ux_macroponent.do?sys_id=4645503b7312101099c2e1d28bf6a776) To add any customizations, customers first need to create a variant. Navigate to All -> UI Builder -> CSM/FSM Configurable Workspace -> Dispatcher Workspace As an admin user, Click on Duplicate variant Creating a duplicate variant, will copy over the page, its states and client scripts.

Provide the name of the variant and audiences and click on create.

After creating the variant, Click on settings.

Uncheck the Active checkbox present under Availability for the OOB Page variant ‘s, so that only newly created macroponent shows up on hitting the dispatcher workspace URL (now/cwf/agent/dispatch). Multiple such variants can be created for a page, however the one that is “active” is used at a time. If multiple pages are marked as active, the most newly created variant will be used.

Pros:

Complete customization and control of the page user interface. Cons:

After every upgrade, this process needs to be repeated due to possible changes in the original macroponent file shipped out-of-the-box, requiring customizations and OOB macroponent changes to be merged. Since duplicating macroponent also duplicates the client scripts, there would be around 500+ total file changes. To capture all the file changes, a new update set must be created and made current before proceeding with duplication.