How to edit Form fields and sections in CSM/FSM Configurable Workspace

Niranjan2
Tera Contributor

‎07-03-2024 12:38 PM

Hi all,

To edit form fields and sections in CSM/FSM Configurable Workspace, i have navigated to Native UI Case and configure --> form design--> selected Workspace and tried modifying the sections and fields, Even though i modified i could not see changes in workspace. Please guide 

Niranjan2_0-1720035351852.png

 

0 Helpfuls
  • 2,030 Views
6 REPLIES 6

Allen Andreas
Administrator
Administrator

‎07-03-2024 02:08 PM - edited ‎07-03-2024 02:09 PM

Hi,

Essentially, as you've mentioned, the way to edit the workspace form would be to: https://docs.servicenow.com/csh?topicname=update-form-layout.html&version=latest 

-Perhaps try with Form Layout, instead of Form Designer

I just edited the Case form for CSM/FSM Configurable Workspace using this method. So it does work.


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
0 Helpfuls

Niranjan2
Tera Contributor
In response to Allen Andreas

‎07-03-2024 04:07 PM

Thanks @Allen Andreas 
I have followed below steps 

  1. Navigate to All > Case> Open.
  2. Change the view of the task table to Workspace.
  3. Open an Case record.
  4. From the Application list, selected CSM Workspace
  5. configure --> form Layout
  6. Tried to add a field/a section (but it was not visible on CSM/FSM configurable workspace)

Strange thing is it working in PDI but where as in client instance modifying fields/sections doesn't impact on CSM workspace.

0 Helpfuls

Allen Andreas
Administrator
Administrator
In response to Niranjan2

‎07-04-2024 11:17 AM

Hello,

I would check your field for any client script/UI policy that might be affecting things.

We don't have specifics on what field you're selecting, screenshots showing you edited the right view and section, within the right scope, and a screenshot showing it not visible. If you edit the view, do you see in the platform UI the field on the screen? But it's not visible on the workspace? etc.


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
0 Helpfuls

James Chun
Kilo Patron

‎07-04-2024 01:35 PM

Hi @Niranjan2,

 

Maybe the customer created a custom View Rule that overrides the Workspace view.

Navigate to Workspace Experience > Forms > Workspace View Rules and search the table column with the Case's table name.

If there is a record, the View Rule might be applying a different view on the Workspace.

 

Also, clear the cache and/or re-login to the instance.

Sometimes the changes are cached and require a re-login to see the changes.

 

Cheers

0 Helpfuls