access case type created in standard UI in agent workspace

[Bushra2]

Hi,

I have created a scoped case type in standard UI and its working perfectly fine in standard ui. I want same case type to be available while creating case from agent workspace.

content from doc site:

"Customer service agents can use the case types feature in CSM Agent Workspace and the platform interface. To make a case type available for selection with the Create Case UI action in CSM Agent Workspace requires one additional configuration step.

To select a case type in CSM Agent Workspace, the system administrator must enable the Available in Workspace field on the Case Type form. When enabled, the case type is available for selection in CSM Agent Workspace when an agent creates a case.

Note: This field applies only to Agent Workspace. All case types are available for selection in the platform interface regardless of the setting in the Available in Workspace field."

I am unable to find "Available in Workspace" field on case type form. 

Kindly let me know ways to achieve it.

Many thanks in advance!

[Maik Skoddow · Accepted solution]

Hi @Bushra 

I'm afraid you did not provide enough details about your problem. What was your concrete expectation regarding your statement "I want the same case type to be available while creating case from agent workspace"? There are several ways to create the new case type at Agent Workspace  which all are not comparable to the Classic UI.

I created a new Case "Defect Case" and I suppose you already did something similar. Now the first task is to register the Case Type. Go to Customer Service > Case Type > Manage Case Types and click "New":

Create Cases at Interactions

Go to System UI > UI Actions and filter for "Create Case" at table "interaction". You should get 2 records. Deactivate the record from Application "Customer Service" and activate the record from Application "CSM Case Types":

At Agent Workspace open an Interaction record and click on button "Create Case". You will be offered a popup where you can select your Case Type from the chosen category. Note: That category is the same as the one selected at Case Type Management (see above).

Create Cases from Lists

Follow the steps from pages https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur... and https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur...

After reloading the Agent Workspace you should see the new List Category and your configured Lists 

Create Cases via clicking on (+) tab

If you want a to create tickets of your new Case type by clicking on the (+) tab please follow the steps at page https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur...

After reloading the Agent Workspace you should be provided with a selection menu after clicking on the (+) tab:

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Bushra2]

@Maik Skoddow , Thank you. This is exactly what I was looking for.

Can we add custom case type table to OOB Case list (to get custom case in list) in agent workspace. Would it be recommended or I should create Custom Case List?