Unable to hide New Button on related list in CSM Workspace when parent is Closed

rutujakhandekar · ‎04-01-2025

Hi,

I want to hide a NEW Button on related list in CSM Workspace whenever a parent Case gets closed. In a Native UI I am able to achieve it by using List Control. But in CSM Workspace not able to achieve. I have also tried an option of UX declarative option but there it is hiding for all. No option to add condition.

virajtodkar · ‎04-15-2025

Hi @rutujakhandekar ,

I have done it same but for different table. Below are the steps to configure,

Navigate to All > Now Experience Framework > Declarative Actions > Related List Actions

Now apply the filters as,
Action Label = New
Action Model = Related List
Application = Global
Table = Global

You will find the all NEW buttons,
Now find the button where client condition is EQ,
or else try changing label to identify the correct NEW button used.

Once you get the correct button, open it and change the Table to custom table that you want and click on Insert and Stay.

Now once saved navigate below to Related List and click on Advance option and open Condition tab. Where you can put the condition to show only for other states except Closed.

Remember: This condition is used for visibility not for hiding. So put the condition for eg:(parent.state!=3).

I hope my answer helps you, if yes then please mark as Helpful and you can close the thread.

View solution in original post

Vishal Jaswal · ‎04-01-2025

Hello @rutujakhandekar

A bit tricky however I got it:

1. Make sure your application scope is Global. Navigate to All > Now Experience Framework > Declarative Actions > Related List Actions or Table: sys_declarative_action_assignment
2. Apply the filters as shown below:

So far you are adhering this KB Article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830000 or a Solution posted here: https://www.servicenow.com/community/next-experience-forum/need-to-omit-workspace-new-button-on-a-re...

However both of them didn't help - So, you can notice the the column "Button Type" I kept on updating within the Related List to Primary Negative and immediately found the New UI Action color from blue to red changed in CSM Workspace

3. So, open the record whose Button is Primary Negative or whose Client Conditions is EQ and scroll down to related list "Action Exclusions" and Click New. (in my PDI the sys_id of this New button is 5555b77273131010a0a79329faf6a780)

4. This is where the above two links will not help! There is no case table for you to select

So leave this window open as is and then go back to the previous tab or open a new tab of your instance and change the application scope to Customer Service:

Then refresh the previous tab where you were creating the new Action Exclusion Record and you will find the Case table now

Click Submit.

4. You will find the new record you created under Action Exclusions of this record

Validation Results:

Before:

After:

Hope that helps!

rutujakhandekar · ‎04-02-2025

Hi @Vishal Jaswal ,

The solution that you have provided is partially working. It hides new button for all states. But my scenario is whenever the parent case state is close then only, I want to hide a NEW Button on related list. For other states it should be visible.

Vishal Jaswal · ‎04-02-2025

Hello @rutujakhandekar

I believe you missed the advanced view of the Action Assignment to apply the condition as mentioned here: https://www.servicenow.com/community/next-experience-forum/need-to-omit-workspace-new-button-on-a-re...

Hope that helps!

Ankur Bawiskar · ‎04-01-2025

@rutujakhandekar

which UX declarative action is that?

share screenshot and what condition you added

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

Regards,
Ankur
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