CSM Workspace Comments Icon

[Vinay49]

In the ServiceNow Customer Service Management (CSM) Workspace, when comments are added to a case—either by the end user or the agent—they are currently displayed with the same green icon depicting three heads. This uniform representation makes it difficult to distinguish between comments made by customers and those made by agents.

our requirement to change the current behavior such that different icons are displayed based on the role of the user adding the comment. For example:

-->One icon for comments made by end users (customers)

-->A different icon for comments made by agents (internal)

Can we configure this? Is there any OOB option for this? any Suggestion will be helpful.

Thanks in advance

[danmjunqueira]

This is a great and practical request, especially for improving readability and communication clarity in the CSM Workspace.

By default, ServiceNow’s Agent Workspace and Customer Service Management (CSM) Workspace use a common UI component (typically the activity stream or timeline) to render case comments, and unfortunately:

Out of the box (OOB), there is no direct configuration setting that allows different icons for customer vs. agent comments.

However, you can achieve this behavior with customization.

Here's how:

Option 1: Customize the Activity Stream Renderer (Recommended Approach)
You can customize the activity formatter in Workspace (using UI Builder or extending the component logic) to display different avatars or icons based on the user's role or source.

Steps:
Identify comment source:

Use sys_created_by, sys_created_on, or caller_id to determine if the comment is from an internal user (agent) or external user (customer).

Or check created_by.role for role-based differentiation.

Customize the Comment Rendering Logic:

Override or extend the activity stream component, or if using UI Builder, create a dynamic rendering condition.

Use conditional logic like:

if (comment.created_by.roles.includes('sn_customerservice.customer')) {
icon = 'customer-icon';
} else {
icon = 'agent-icon';
}

Apply CSS/Icon Changes:

Use different classes or icons (e.g., Font Awesome or ServiceNow icons) to reflect the type.

Inject those into the DOM or widget template.

Option 2: Extend Activity Stream with Client Scripts or View Rules

If you’re not using UI Builder but still want to differentiate comments:

You can use form scripts, view rules, or UI macros to mark or label user-generated comments differently.

You could add a prefix like “Customer said:” or “Agent responded:” to comments, though this is a bit more manual and not as clean as icons.

Option 3: Custom Component or Widget for Timeline
If you're open to more development:

Create a custom timeline component in UI Builder or use a custom widget for the activity feed.

This allows full control over icons, layout, visibility, and comment logic.

[Vinay49]

HI @danmjunqueira ,

Thanks for your response. Can you please elaborate more on option-1? 

Thanks in advance.

[Ankur Bawiskar]

@Vinay49 

there is nothing OOTB available for this.

You will require a custom solution for this.

If my response helped please mark it correct and close the thread so that it benefits future readers.