Hide 'Agent Assist' on a new Record in Configurable Workspace

[Nitin_NOW]

Hello - We rcently migrated from 'Agent Workspace" to "Configurable Workspace" and have started using 'CSM/FSM Workspace". We have a requirment to hide 'Agent Assist'  icon (contextual side panel) on a new Record in CW. In the past while using Agent Workspace, there is a setting in "Agent Assist" ('sys_declarative_action_assignment' table) conditions tab to hide the icon on new record, but the same setting is not working on CW. 

Setting in Agent Workspace:

Configurable Workpace vs Agent Workspace

Is there a setting/configuration to hide the Agent Assist on CW? TIA

Thanks,

Nitin

[Sujatha V M]

@Nitin_NOW  : Enable or disable the Agent Assist tab in the contextual side panel for the required record type.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-operation...

Note: Filter the application based on your requirement. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Nitin_NOW]

Thank you @Sujatha V M I checked the article, but it tells about how to show/hide the "Agent Assist" completely on a table. My requirement is to just hide the Agent Assist on a new Record but make it visible on the existing records.

[James Chun]

Hi @Nitin_NOW,

I don't have the CSM/FSM Workspace but was able to achieve the same functionality in the Service Operation Workspace. Pretty sure CSM/FSM Workspace would require very similar configuration.

1. Navigate to UX Screen Collections [sys_ux_screen_type]
2. Search the Name column with Agent Assist
3. Add the Application column and open the record in your workspace scope
4. Open the record under UX Screens related list
5. Open the record under UX Screen Conditions related list
6. Adjust the condition/script to return false when isNewRecord is true. As example, refer to the screenshot below. Changing !isNewRecord to isNewRecord in line 4 will remove the Agent Assist icon when it's a new record.

Before configuration:

After configuration:

Cheers

[Nitin_NOW]

Thank you @James Chun I did find the record under UX Screen Conditions related list with the below script. Do you mean to add the lines from your snippet to my code? Please advise. Below is my code.

(function canShowAA(params) {
    var table = gs.nil(params.table) ? '' : params.table;
    if (table == '') {
        return false;
    }
   
    var sysId = gs.nil(params.sysId) ? '' : params.sysId;
    if (sysId == '-1') { // new case
        return true;
    }
   
    var caseRecord = new GlideRecord(table);
    if (caseRecord.get(sysId) && caseRecord.active == true)
        return true;

    return false;
})(inputProperties);

Also, I tried your way in my PDI (Service Operations Workspace) and changing !isNewRecord to isNewRecord in the script, hides the 'Agent Assist' icon on both new record and existing records. 

Thanks,

Nitin