How to modify the Cart Layout for Service Operations Workspace

[EricG2]

It's been a long time since I updated the UI16 Cart Layout.

So now that we are attempting to force users into SOW, I'm needing to tweak a few items.

One of them is changing what is displayed when you convert an Interaction into a Request.

The OOB operations I'm loving.  It requires users to find and complete a catalog item.   YEAH!!

But when you click to order, the form only shows the REQ ticket (which has no infomation).

I'd like it our now experience show it.

Any suggestions where I can find the layout?
Has anyone updated there's?

[lauri457]

SOW just uses the service portal sc_cat_item page, so the redirect after submission is handled by a page route map for the /swp portal.  You can update the following record to redirect elsewhere:

https://aaaaa.service-now.com/nav_to.do?uri=sp_page_route_map.do?sys_id=f14334d13b0203008ed00d8044efc407 

Note the catalog item is just opened in an iframe so you might want to create a custom page/widget that handles the communication with the parent window to close the tab like the oob view details button. 

//from the SC Order Status widget

    $scope.viewDetails = function() {
			if (c.options.legacy_catalog === 'true') {
        $location.path('now/nav/ui/classic/params/target/' +
            c.data.currentRecord.table +
            '.do?sys_id=' + c.data.currentRecord.sys_id);
			}
        //this:
        window.postMessage({
            msg: 'TARGET_RECORD_SELECTED',
            target_number: c.data.currentRecord.number,
            target_table: c.data.currentRecord.table,
            target_sys_id: c.data.currentRecord.sys_id
        }, location.origin);
    }

[AednaR]

Hi @EricG2 ,
What you're seeing might not be typically not controlled by the old UI16 Cart Layout alone.
When an Interaction is converted to a Request from Service Operations Workspace (SOW), the post-order experience usually uses the order status / confirmation screen configuration. By default, that screen often highlights the REQ record number, even though the useful information is typically on the resulting RITM(s).
You can refer to this service now documentation that mentions about the same:
Configure the cart layout • Australia ServiceNow AI Platform Capabilities • Docs | ServiceNow