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

swethavelu
Tera Contributor

2 hours 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.

swethavelu_0-1766118977917.png

 

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!

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5 REPLIES 5

Tauqueer
ServiceNow Employee
ServiceNow Employee

2 hours ago

Hi @swethavelu 

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

Thanks!

Preview file
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swethavelu
Tera Contributor
In response to Tauqueer

an hour 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.

swethavelu_2-1766120753195.png

 

swethavelu_1-1766120694249.png

 

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Tauqueer
ServiceNow Employee
ServiceNow Employee

54m ago

i @swethavelu ,

Is the ui action condition is satisfied?

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swethavelu
Tera Contributor
In response to Tauqueer

28m ago

@Tauqueer 

 

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

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