ServiceNow Workspace Activity Stream Issue – Field Changes Not Visible
=======================================================================
Hello — this is a common issue when using custom tables in Workspace.
Problem Summary
-----------------
You have a custom table (audit enabled). Agents can see field changes in the backend (classic UI), but not in the CSM/FSM Workspace Activity Stream. Admins can see everything fine.
Root Cause
------------
The Activity Stream in Workspace is NOT the same component as in the classic UI. It uses a separate component (`now-record-activity`) and its own configuration. ACLs usually aren’t the problem — the Workspace component or filter setup is.
Steps to Check:
----------------
**Verify Workspace Form Layout**
- Go to UI Builder → CSM/FSM Workspace → Record Page for your custom table.
- Locate the component “Record Activity” or “now-record-activity.”
- Check that the “Table” property exactly matches your custom table name.
- Make sure the “Fields to display” includes the ones you expect to audit.
Sometimes cloned or custom tables aren’t automatically linked to the correct schema.
---
**Confirm Auditing**
- Open your custom table’s dictionary entry.
- Ensure the “Audit” checkbox is enabled.
- Go to the `sys_audit` or `sys_journal_field` tables and filter by the record’s `documentkey`.
If you see entries there, auditing is working.
---
**Workspace Filter Settings**
- In Workspace, open the Activity Stream filter (the little “eye” icon).
- Make sure “Field Changes” are enabled.
- Check the system table `/sys_activity_filter_list.do` and confirm your custom table is included.
---
**Known Workspace Limitation**
Older versions of FSM/CSM Workspace only show field changes for certain core tables (like `case` or `incident`).
If your table extends `sn_customerservice_case`, check that “Extends Table” and `activity_stream_table` dictionary fields are correctly populated.
---
**Quick Troubleshooting**
If the data is in `sys_audit` but not visible in Workspace, try running this in the browser console (logged in as agent):
```javascript
snRecordActivityClient.getActivityEntries('your_table','sys_id')
```
If it returns nothing, it’s a configuration issue — not data or ACL related.
---
Recommended Fix Path
1. Enable auditing on your table.
2. Check `Record Activity` component table reference in UI Builder.
3. Verify filters include “Field Changes.”
4. Confirm records exist in `sys_audit`.
5. If on an older Workspace version, test in the Next Experience record page.
