A Ui Macro icon not appearing for a custom field (added in workspace view through form layout) in CSM Workspace interface.

Danish Anwar1
Mega Expert

‎04-19-2019 01:25 PM

Hi, 

I have a custom view for case form which contains custom fields, since the invent of Madrid, I have to put my custom fields in Workspace view to make appear in Agent Worspace interface. Custom fields are not appearing but there's an icon associated with one of the custom field (the one we reference with ref_contribution in dictionary attributes) which does not appear in the Agent Workspace interface for case. Although in the non-workspace view of case form shows that icon.

How can I make it appear in Agent Workspace view. Please check screenshots.
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Goran WitchDoc
ServiceNow Employee
ServiceNow Employee

‎04-20-2019 02:14 PM

Hi Danish,

Sadly this is a simple answer. UI Macros are made of Jelly and isn't supported in Agent Workspace. So atm. there isn't any way for you do make this work in the Agent Workspace.

 

//Göran

Danish Anwar
Kilo Contributor
In response to Goran WitchDoc

‎04-23-2019 09:35 AM

Thanks for the info, Göran!

I hope your new job at ServiceNow is going well.

Regarding this issue of UI macro icon not appearing in Agent Workspace, I am really disappointed. If this icon is not going to appear in Agent Workspace, the fulfillers of my client won't be able to use workspace at all as it opens a pop-up form which is very important through the life-cycle of a case. 

 

I just hope ServiceNow comes up with a new patch to fix this issue asap.

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Goran WitchDoc
ServiceNow Employee
ServiceNow Employee
In response to Danish Anwar

‎04-23-2019 10:21 AM

It's my personal thoughts, but I don't see this work in the upcoming releases. Might come something new to replace UI Macros, but I don't see Jelly starting to work in AW. But that is my personal opinion.

 

//Göran

Jeff Hoffman
ServiceNow Employee
ServiceNow Employee

‎04-25-2019 02:49 PM

Hello Danish!  Goran is correct.  UI Macros are not supported in Agent Workspace but there are other capabilities that will be introduced over time to help address this type of need.  I work with our CSM customers for all things agent workspace and would love to hear more about your use case.  Feel free to contact me via email at jeff.hoffman@servicenow.com to connect and discuss.