Custom Component creation for Agent workspace

americo · ‎05-27-2020

Hi all,

It has been great that in Orlando we can now built custom components for Agent Workspace. This may be an obvious answer but I would like to know to what extend you can still get help from ServiceNow support team if you happen to have issues with the custom components that you create for agent workspace. Would they say that sorry this is custom and we cannot help or would depend on how we address questions for help like hey I have created this but how can I do this way in a custom component?

This may still new and perhaps Paris would have more improvements for agent workspace or new features that we can use.

DrewW · ‎05-28-2020

As I understand it these components are going to take over the functionality of Service Portal and Workspace, its going to be a few years but they want it to be how people customize the interface.

The issue I have with local dev is that if someone leaves the company and people do not realize that they need to make sure that the save the local code then you could loose your ability to update a component. Yes you can use GitHub or some other source control but not every customer is going to understand that and there is risk there that needs to be understood. With Service Portal everything is saved in the instance in a way that allows anyone to edit it. Its a shift that some will understand and others will not. I have also found that at the moment not everything works locally and to test things you need to push it into an instance which gets frustrating.

Also as a side note the components do not use ReactJS in full, they just use JSX.

My last comment is that I really hope that ServiceNow does not choose to use the community as there primary support option for this. Don't get me wrong the community is great but I do not want to have to spend lots of time coming thru posts to find my answers. I would like detailed documentation and the ability to get guaranteed support if and when I need it for a project.

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Ashutosh Munot1 · ‎05-27-2020

Hi,

This is new feature which we have and we can add custom components into this. So if that is the case servicenow wont support you on this. They will always support on the fact that you dont modify OOB things and they are only responsible for that.

BUT TRUST ME THEY ADVISE ON THE ISSUE AND TRY TO PROVIDE A SOLUTION.

Thanks,
Ashutosh