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Workflows and Workspaces

Received Response
edited Apr 9, 2020 6:05PM in Agent Desktop 2 comments


Need workflow to open new custom object workspace in same workgroup


Scenario: We have an incident workspace which contains a tab “Gift Card.” The Gift Card tab contains a report for the custom object Gift Card. The report has the “Add New” button to allow agents to add a new gift card custom object. This opens the Gift Card workspace in a workgroup with the incident workspace as seen in the screen shot.

Image in attached document.

However, it requires the agent to click the “Add New” button. The desired behavior is that based on some conditions which are defined in workspace rules, the new gift card workspace would automatically be opened. I am trying to achieve this through a workflow. The workspace rule is set to fire a named event “NewGiftCard.” The workflow listens for this event and creates a new gift card object with the association to the incident and opens the workspace but it does not dock it in the same workgroup as the incident as can be seen in the screenshot.


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