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!

[TauqueerA]

Hi @swethavelu 

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

Thanks!

[swethavelu]

@TauqueerA 

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.

[TauqueerA]

i @swethavelu ,

Is the ui action condition is satisfied?

[swethavelu]

@TauqueerA 

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