Agent Workspace: Checkbox/selector for Multiple Record Section on list view for custom application

[n-ssurabhi]

Current behavior:

• The checkbox/selector column is visible for Admin users, allowing multiple records to be selected.
• The same checkbox/selector is not visible for Agents
• Because of this, agents are unable to select multiple records and perform bulk actions.

  Could someone please advise:

  1. Where is the multi-record selection (row selector/checkbox) configured for Agent Workspace list components?
  2. Are there any specific roles, permissions, ACLs, or UI Builder settings that control the visibility of the selector for agents?
  3. Is there a way to identify why the selector is available for Admins but not for Agents?

  Any guidance on where this configuration is controlled would be greatly appreciated.

[sachinvic]

@n-ssurabhi 

HI,

Check the List Actions (Declarative Actions) for the custom table.

1. Navigate to All >>Now Experience Framework >>Declarative Actions >>List Actions.
2. Find an applicable list action and verify that Record Selection Required is enabled.
3. Compare its conditions, roles, and workspace applicability between the Admin and Agent experiences.
4. If the action is marked Experience Restricted, check its Action Configuration on the list page in UI Builder.

ServiceNow has confirmed that row-selection checkboxes are triggered by applicable declarative list actions that require record selection. If no suitable action exists for the custom table, configure one for the required bulk operation and test it with an Agent account.

FYR: Configure a dynamic list action
https://www.servicenow.com/docs/r/platform-user-interface/disable-list-actions-based-on-dynamic-cond...

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Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP