Agent Workspace: How come I cant add new fields to the incident form used in Workspace?

[Bart Jan Bultma]

I set up Agent Workspace on my personal instance today as a test before I'll add it to our DEV instance.

I want to edit the incident form used in Workspace. I mostly want to add some fields and change everything around a bit. From System UI - Forms I search for the form I want (Incident - Workspace). It has four parts. I can not select the top (incident) part of the form. The other three I can select and I am able to edit the fields mostly, but I can't remove or add fields or things like .begin_split to change layout.

In the screenshot below you can see I was able to duplicate .begin_split, but it has lost the type Begin_Split.

[pavan9885]

Hi Bart Jan Bultman

Please find the below link 

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/concept/agen...

Note : Please mark my answer correct or helpful so this question will not be wipped out from the community and would be helpful for others.

[Bart Jan Bultma]

Hello Pavan,

I have read and done most of the points in the item you posted. I get stuck when trying to configure the form layout in the following article:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu...

I can navigate to the form that I want to edit in Agent Workspace, but because it is a Workspace form there is no context menu from where to go to Configure > Form Layout.

That is why I am using System UI > Forms where i can find the forms, but can not fully edit them.

[pavan9885 · Accepted solution]

HI 

did you check the role required to edit "Workspace_itil."

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu...

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/concept/work...

Thanks,

Pavan