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

swethavelu · 3 weeks ago

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:

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

Thanks in advance for your help!

Ankur Bawiskar · 3 weeks ago

@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! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Tauqueer · 3 weeks ago

Hi @swethavelu

Enabling the checkbox shown in the attached screenshot will make the UI Action visible in the CSM Workspace as well.

Thanks!

swethavelu · 3 weeks ago

@Tauqueer

Thank you for your response, i have enabled the button as mentioned in your screenshot and open a resolved state case in CSM workspace, not seeing the button.

Tauqueer · 3 weeks ago

i @swethavelu ,

Is the ui action condition is satisfied?

swethavelu · 3 weeks ago

@Tauqueer

Can please tell how can i check that? I can't understand what you are asking for.