Display notification when external user updates record in CSM/FSM Configurable Workspace

[j0unss]

Hi,

I would like to display a notification next to the Short Description when an external user has updated the Case form. Is this even possible in the CSM/FSM Configurable Workspace?

I've been trying to work with Highlighted Value Conditions, but so far, I'm not satisfied with what I have achieved.

Currently the condition is: Updated by is different From Assigned to User ID .and. Updated by != system, but this does not work as there are other internal users who can update records and then this notification shouldn't be on. 

Is there a way for example create a condition where Updated by has certain role or Updated by is member of certain group/class etc.?

[Maik Skoddow]

Hi @j0unss 

this is pretty much business logic which is not manageable anymore with simple conditions. I recommend introducing a new field and a Flow which populates that field based on your criteria.

Maik

[Kristen Ankeny]

Since the Updated by is just a string field, you will need to look up the user record for that User name and then you could use the methods servicenow gives for looking at roles or groups to determine if the message should show.

[Maik Skoddow]

Hi @Kristen Ankeny 

Assigned to User ID

represents a dot-walk (assigned_to.user_name) and thus it is comparable with "Updated by"!

Maik

[Kristen Ankeny]

True, but it seems that they want to not compare to assigned to only but also check if that updated by is a member of a group and/or has a role, thus the suggestion to use a script to check the information about the updated by.

[j0unss]

Can you give any hint how can I do this in CSM/FSM Configurable Workspace?

I manage to do this in Classic View, but what I understood is that it does not work same way in this Workspace.