Can you add the Service Catalog to Agent Workspace?

[Bidduam]

We are about to upgrade to Madrid and I've been playing in a personal instance to get ready for it, I notice it is very easy to create a new incident, but not as simple to create a new service request based on our service catalog.

Does anyone know how to add a shortcut / list / link / button (some simple way) for our agents to get straight to out service catalog page the same as they would if they used the more traditional ServiceNow page?

EG:

[Kajal Goti]

Hi,

Refer below link,you might get information regarding same.

https://community.servicenow.com/community?id=community_question&sys_id=c083cb27db6e370013b5fb243996...

Mark as Correct/Helpful,if you find help worthy.

[Bidduam]

Yeah sort of asking the same thing, but they have a bunch of incorrect information on that post, so not overly helpful, I updated it with the correct information however.

I know you can access the service catalog in a round about sort of way through Agent Workspace, but I want to be able to make it actually usable, as it stands currently I seriously would wonder why anyone really uses it unless they are only creating Incidents or working on existing tickets.

Don't at all understand why this has been designed as a agent workspace, without quick and easy access to log a request on behalf of a customer?

[Martin Timko]

Hello there,

I managed to add shortcut for Service Catalog to AW in maybe more beautiful way. Via plus button (see attachment) and then when you click on Catalog Item it will show you service catalog/catalogs defined in Service Workspace Portal (sp_portal table).

In sys_aw_master_config table you can see your Agent Workspace config. There you can add new record to "New Record Menu Items" related list. I added sc_cat_item to the list.

[Kev9]

Hi Martin,

I came the same solution probably the same time you did strangely enough!

The only issue I have is that I can see it as admin, but Service Desk users cannot see it. They all have itil, awa_agent & awa_workspace_user roles.

As admin:

As SD user:

Regards,

Kevin