Open Hierarchy Icon on Account Field on case form – CSM Workspace

[Sushma Pavani K]

Problem Statement:

The Open Hierarchy Icon should be accessible on the Account field within the Case form, retrieving data from the Name field on the Account form in CSM/FSM Workspace.

Topics covered:

Field decorators in Workspace and UI Macros

Introduction to UI Macros and Field Decorators in ServiceNow:

In ServiceNow, UI Macros and Field Decorators play a crucial role in enhancing the user interface and improving user interactions with forms and fields.

UI Macros

UI Macros are reusable server-side scripts that generate UI components, such as buttons, links, and icons. They allow customization of the UI beyond standard configurations.

Example: Adding an Open Hierarchy Icon on the Account field in the Case form to visualize account relationships.

Field Decorators

Field decorators in ServiceNow are used to enhance field presentation by adding icons, tooltips, or other UI elements. They leverage UI Macros to display additional information or actions next to a field.

Example: Using a field decorator to attach an Open Hierarchy Icon to the Account field, retrieving data from the Name field on the Account form in CSM/FSM Workspace

Steps:

1.Navigate All> Now Experience Framework> Declarative Actions> Field Decorators

2.Open the Open Hierarchy – table: Account

3.Click on new,

4.Give the same details of open hierarchy icon on account table, change the field to account and table to case

5.In the Advanced View, map in the payload map field under action attributes: sysId to value which is retrieving the data from action model fields.

6.The value here is the field selected on the form where account is selected

7.As a result, in the workspace on case form, Open Hierarchy is visible.

8.On clicking of the icon, parent child relationship hierarchy will be visible.

[Sharpy2]

Hi Sushma!  

We have a similar use case for what you describe above.  We have Parent-Child related tables in a Custom App.   Your solution for Workspace seems logical and thank you for sharing!

I've implemented your steps in my PDI, but it's not displaying the Open Hierarchy Icon on the Name field as mentioned. 

I am using CSM Workspace in Zurich, and Opening the Account Form I see the list of Accounts, but nothing in the Name column to click on for Hierarchy?  This is what I see now after implementing the above:

[Sushma Pavani K]

Hi @Sharpy2 ,

Thank you for trying this out in your PDI and for sharing the screenshots.

Just to clarify — the configuration I described is not for the Account form or Account list view.

The Open Hierarchy icon will not appear in the Name column of the Account list. Field Decorators in Workspace work on form fields, not list columns.

In this setup:

• Table = Case

• Field = Account (reference field on Case form)

• Workspace = CSM Workspace

• The decorator triggers on the Account reference field inside the Case record

So you should:

1. Open a Case record in CSM Workspace.

2. Locate the Account field on the Case form.

3. The Open Hierarchy icon should appear next to that Account reference field (not in the Account table list view).

If you're testing directly on the Account table form or in the Account list view, the icon will not show there unless a separate Field Decorator is configured specifically for that table/field combination.

Also, please double-check:

• The Field Decorator record is created for:

  • Table = Case

  • Field = Account

• The payload mapping in Advanced view maps sysId correctly to the Account field value.

• The decorator is active.

If you’d like, you can share:

• Your Field Decorator configuration screenshot

• The payload mapping section