This document has not been formally reviewed for accuracy and is provided "as is" for your convenience.
How can I create a new option in More Options List of Interaction ticket?
In order to help your investigation, let me give you an example to test for this case.
For the OOB "View Archived Emails" More Option List option for Incident Management, if I want to apply it to a new CN Incident workflow,
(1) How can I define it?
(2) Where can I set the condition for the accessibility of this new "View Archived Emails" More Option List option for the new CN Incident workflow? (3) Is it possible that some logic can be run when this new More Option executes (just like what the DisplayOption can call Scripts, Process)?
a. Go to Process Designer > Workflow, and select the desired workflow.
b. After you opened it, check for a button called “Edit Workflow Properties”.
c. Then go to “Workflow Based Actions” tab, and create the display option. Remember to select “More Options List” as location.
2. You can create an action condition for that display option in the same form described in step 1.
3. Lastly, to add logic you can search for the display option by doing the following:
a. Type do in SM command line.
b. Search for the desired do.