CSM Configurable Workspace - Front-line case page, how to use on other case tables?

[Vegard S]

The new version of CSM Configurable Workspace comes with the Front-line case page, but I'm confused as to the approach to activate this on tables extended from the sn_customerservice_case table. 

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...

The docs says: 

Conditions

Conditions determine when a page variant is displayed. The Front-line case page has the following condition: table=sn_customerservice_case This condition limits the use of the Front-line case page variant to records from the Case [sn_customerservice_case] table and tables that extend the Case table.

This sounds to me like it should be limited to records from Case table and tables that extend the Case table. But that is not the case, it's only active on that specific table and not anyone else. 

[Mark Manders]

What happens if you add your extended table to that condition? Or clone the page and make it a variant for your own table?

[Vegard S]

Yes that works, as you'd think. 
But this makes me question what ServiceNow wants us to do when it comes to CSM. 
And the usage of these new features (which are amazing).

Because they say we should create our own case types, and not rely on the OOTB. As they're meant to be more of a suggestion. And then we see things like this where there are scripted conditions specifically for OOTB tables. 

Even the Related Records Page Collection has this as a scripted condition:

How does this align with custom Case Types?

[Mark Manders]

Creating custom case types can help your business in having the correct type for some of the cases. But ServiceNow can't decide if the OOB types are sufficient for your company or not, so they provide the functionality around the OOB tables (they also can't know how you are going to call them). 

And I guess the assumption is that you want your own types to have their own variants on the workspace, so everything is there: you copy/duplicate, adjust and you're done.

[Vegard S]

Duplicating isn't good enough, that's the same as cloning a widget.
You own it and won't get official updates. 

My point is that these things should be moved to a configuration table or sys property at least.