Hello @reena9 ,
Step 1: Create or Locate the Underlying Declarative Action
Workspace buttons in Next Experience are driven by UX Actions.
- Navigate to All > Sys UX Action Config > Declarative Actions.
- Go to Form Actions (or search for table sys_declarative_action_assignment).
- Click New to create your action button.
- Fill out the form with the following details:
- Action label: Your Button Name (e.g., My Custom Action)
- Action name: my_custom_action
- Table: Knowledge [kb_knowledge]
- Implemented as: Choose UXF Client Action (if you want it to trigger a client script/event in UI Builder) or Server Script (if it runs a backend script).
Step 2: Push the Action into the Three-Dot Menu (Overflow)
By default, primary actions are displayed explicitly as buttons. To force your button inside the three-dot icon dropdown:
- Look down at the Formatters or Advanced section of your new Declarative Action form.
- Set the Position to Overflow.
- Note: If you keep it as Primary, it will display as a standalone button like "Edit". Setting it to Overflow instantly forces it into the vertical three-dot menu list.
- Save the record.
Step 3: Map the Action Layout to the Service Operations Workspace
Now you must tell ServiceNow to include this action in the SOW Record page layout configuration.
- Navigate to All > Workspace Experience > Action Config Assignments (sys_ux_action_config_assignment).
- Search for the configuration record assigned to Service Operations Workspace (SOW).
- Open the SOW configuration record and look at the Form Actions related list.
- Click Edit... or New, select the action you created in Step 1, and add it to the list.
Step 4: Map Action to the Workspace Layout (UI Builder)
If the button does not display immediately due to strict layout exclusions on the Knowledge view page variant:
- Open UI Builder and switch to the Service Operations Workspace experience.
- Open the Record Page (specifically the KB View or Default variant depending on how your knowledge tracking is set up).
- Click on the Record Header / Action Bar component in the configuration tree.
- In the right-hand properties pane, check the Action Config attribute. Ensure it points to the action configuration where you registered your action in Step 3.
