Accessing RightNow Archived Incidents migrated to ADW in Fusion Service

This post enables the display of RightNow archived incident details in Fusion Service Center. Agents can search for incidents based on Subject, Severity, Status, and additional fields, and view complete incident information—including Threads, Audit Transactions, Incident Details, Custom Fields, Generic Fields, and Attachments, with the ability to download attachments.

Steps to Configure the Archived Incidents view:

Create a new App UI in Service Center 

Create A Backend connection to Fetch data from ADW Database

Create the Service Connections to fetch the incident details

Fetch All Incident Detail

Fetch Threads of a particular Incident

Fetch Attachment details of a particular Incident