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Custom Smart Action does not work in Helpdesk

in Help Desk

We have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation message is not triggered as per the configuration, and the SR is deleted directly.

We contacted the support team, who confirmed the following: Custom Smart Actions are designed to be extensible and generic and therefore do not support features such as confirmation dialogs, unlike OOTB smart actions. The confirmation dialog is handled at the application level for OOTB smart actions, which is not applicable to custom smart actions.

Although the confirmation dialog box configuration option is available for the custom smart action, it does not work. Could you please advise how this issue can be fixed or if there is any supported workaround?

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