How to Enable "Create Knowledge" UI Action in CSM Configurable Workspace?

[swethavelu]

Hi Community,

I am working on ServiceNow CSM Configurable Workspace and want to enable the "Create Knowledge" UI Action button for cases.

Here’s what I have done so far:

• Navigated to System Definition > UI Actions.
• Filtered for the table: sn_customerservice_case and Name: Create Knowledge.
• I can see the UI Action record with the following options.

Could you please guide me on:

1. What conditions or settings I need to check for this UI Action to appear in CSM Workspace?
2. Do I need to modify the Workspace Form Layout or UI Action visibility conditions?

Thanks in advance for your help!

[Ankur Bawiskar]

@swethavelu 

I could see it's already available for Workspace

This is the OOTB UI action

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[swethavelu]

@Ankur Bawiskar 

Thanks for your response, just now noticed that there are 4 OOB UI Actions was present, i just changed the order for the one which you specified in your screenshot, but still i am not seeing the "Create Knowledge" Button in workspace. Could you please let me know if i missed anything.

[Ankur Bawiskar · Accepted solution]

@swethavelu 

are you sure UI action condition is satisfied?

try removing the condition and see if it reflects

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[swethavelu]

@Ankur Bawiskar 

What do you mean by "removing condition"? Can please elaborate the steps.

[Ankur Bawiskar]

@swethavelu 

remove the condition present in UI action conditions

This will help you to know if it's issue with condition