Overview

This article explains how to configure the “New Case” option in the Chrome tab (New Tab menu) in CSM Configurable Workspace so that it opens the Case Type Selector instead of directly opening a case form.

The solution uses:

• OOTB UI Builder page: create_case_type

• Chrome toolbar configuration (UX Page Property)

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Context

In Configurable Workspace , users can create records using the “+” (New Tab / Chrome Tab menu).

When clicking New Case , the expected behavior is:

• Display available Case Types

• Allow the user to select a case type

• Proceed with case creation

This article provides step-by-step instructions to add a Chrome tab action that enables case creation through the Case Type Selector in Configurable Workspace using UI Builder.

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Steps to Add a Chrome Tab Action

1. Navigate to Experience

• Go to:
  
  All → Now Experience Framework → Experiences

• Open the record:
  
  CSM/FSM Configurable Workspace

 

 

 

 

 

 

 

 

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2. Open UX Page Properties

• Scroll down to the UX Page Properties related list

• Open the record named chrome_tab** ``** 

 

 

 

 

 

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3. Add “New Case” Configuration

In the Value field, locate the existing JSON configuration.

Add the following JSON object to the array

(ensure proper commas if adding to existing entries):

`{
  "label": {
    "translatable": true,
    "message": "New Case"
  },
  "routeInfo": {
    "route": "create_case_type",
    "fields": {
      "table": "sn_customerservice_case",
      "sysId": "-1"
    },
    "multiInstField": "sysId"
  },
  "condition": {
    "tableDescription": {
      "table": "sn_customerservice_case",
      "canCreate": true
    }
  }
}
`

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Save and Refresh

• Save the UX Page Property (chrome_tab) record

• Refresh the instance or clear cache using:

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Verify the Changes

• Navigate to:
  
  Workspaces → CSM/FSM Configurable Workspace

• Click on the Chrome Tab (+).

• You should now see “New Case”.

Expected Behavior:

• Clicking New Case opens the Case Type Selector page

• User can select a case type and proceed with case creation

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Result: