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

 

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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.


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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.

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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.


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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

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