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!

[swethavelu]

@Ankur Bawiskar 

After removing the condition from the UI Action, the “Create Knowledge” button became visible in my workspace. Below is the condition I removed. Could you please explain why the button becomes visible after removing this condition, and what the condition means?

new global.KnowledgeUIAction().createKnowledgeAnyTemplateOnCase() && !new global.KnowledgeUIAction().showTemplateSelector()

[Ankur Bawiskar]

@swethavelu 

script include KnowledgeUIAction extends KnowledgeUIActionSNC so check this "KnowledgeUIActionSNC" and function createKnowledgeAnyTemplateOnCase and function showTemplateSelector

If it returns true then only it will be shown

internally it calls other script include you can deep dive

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

[abirakundu23]

Hi @swethavelu ,

Please check "sys_ux_form_action" table Create Knowledge UI action is active or not ?

Please mark helpful and accept answer if it's worthy for you.

[swethavelu]

Hi @abirakundu23 

Thanks for the response.

Yes, it is active, but Create knowledge button is not visible in workspace.