Agent Workspace Direct URL for Case

[u20260429]

Hi,

Where I work, Service Now has moved over to Agent Workspace.

In the previous version, I used a Keyword Bookmark in the browser to quickly access a case number.

I used this URL format with the %s to represent the case number:

https://example.service-now.com/sn_customerservice_case.do?sysparm_query=number=%s

For example - if I typed "c" in the Chrome browser's address bar, followed by a space, I could then paste in the case number I wanted to view, e.g. INC123, and the browser would redirect to:

https://example.service-now.com/sn_customerservice_case.do?sysparm_query=number=INC123

Does anyone know if there's a similar querystring parameter I can use in Agent Workspace to directly reference a case by its number, rather than by its sys_id?

Thanks

[Vishal Jaswal]

Hello @u20260429 

You can, however with SysID as shown below:

Service Operations Workspace: https://yourinstancename.service-now.com/now/sow/record/sn_customerservice_case/c4cca2e9936cc3103161...

CSM/FSM Configurable Workspace: https://yourinstancename.service-now.com/now/cwf/agent/record/sn_customerservice_case/c4cca2e9936cc3...

[u20260429]

Hi Vishal - thanks for your reply.

Does that mean I'd need to know the SysID though?

Previously, if I had the more easy to remember case number, I could just open a new browser tab, and use the keyword bookmark to access the case record directly by referring to its number, e.g. INC123, rather than having to know its SysID?

Thanks

[Vishal Jaswal · Accepted solution]

You're welcome @u20260429 

Yes, that is correct.

The SOW and CSM/FSM Workspace URL are out-of-the-box configured to show sys_id. 
Here is a community article which provide information on to duplicate variant and modify to show number instead of sys_id: https://www.servicenow.com/community/developer-forum/csm-workspace-url-to-include-case-number/m-p/33... 

[u20260429]

Hi Vishal - ah - okay - thank you.

I see - in that case, I will have to get used to no longer using the Keywod Bookmarks then, as we can't change any of the config as per the info in the link you've provided.

Thanks again!