Custom Fields on the Customer 360 ribbon component in agent workspace?

User343440
ServiceNow Employee
ServiceNow Employee

‎02-04-2021 01:11 PM

I am trying to add custom fields to the customer 360 component in agent workspace - does anyone know if there is a way to do this? I know you can go to ribbon setting in UI16 and add pre existing fields to the primary secondary and tertiary but i am working on a request that requires custom fields to populate in that component. I suppose the only other workaround is to create a whole new custom component but I thought I would check here and see if anyone has been able to accomplish this in Paris yet! 

 
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Pranesh072
Mega Sage
Mega Sage

‎02-05-2021 04:01 AM

You can update Ribbon Component Attributes as you already know.

But if want to change the behaviour of the component then you have to create a new ux component and maybe you can add it agent workspace. 

User343440
ServiceNow Employee
ServiceNow Employee
In response to Pranesh072

‎02-18-2021 10:02 AM

I found that you can add new fields to the form in the consumer table then add those fields to to 360 component without creating a custom component! 

 
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Jagadeesh1
Kilo Guru

‎02-05-2021 11:23 AM

Hi,

   I am not sure whether my research would be helpful. But we had a similar situation to create a new ribbon component or edit the customer 360 ribbon component in Orlando . In my findings we cannot edit the OOB ribbon components yet. We can create custom components and can add them in Ribbon components. But the drawback is it cannot interact with the form component to get the data and reflect the changes in it.

This interaction between a custom ribbon component and the form component is not available in Orlando and I am slightly sure that it will not be made available till Rome. I might be wrong. If you are trying to use the form data like contact or consumer to get their details over ribbon component similar to custmer 360, I am pretty sure that it is not possible in Paris. Because you need to get the data from the form component and update the custom ribbon component.

But however you can create a custom component and add it in side panel or related items. These have capability to interact with the form component and get the field data.

 

Thanks,

Jagadeesh