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

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Bart Jan Bultma
Kilo Sage

‎05-23-2019 07:35 AM

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.

find_real_file.png

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pavan9885
Tera Guru

‎05-23-2019 07:56 AM

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.

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Bart Jan Bultma
Kilo Sage
In response to pavan9885

‎05-23-2019 08:03 AM

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.

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