Service operation workspace open subtab to an agent base on an event that happened in the server

[Lior grinberg1]

Certainly! Here's a revised version of your forum post:

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Hello everyone,

I'm currently facing a challenge presented by my manager, and I'm hoping to gather some insights and ideas.

Here's the scenario I'm dealing with:

1. An agent has been assigned an incident by their manager.
2. Due to the urgency of the incident (let's say it's priority 1), we need to ensure that a new tab is automatically opened in the agent's service operation workspace, displaying the details of this incident.

My client was inspired by a feature their SalesForce team utilizes, where they can open sub-tabs for agents based on activities initiated elsewhere in the system by different users.

I'm reaching out to see if anyone has encountered a similar requirement or has any suggestions on how to tackle this challenge effectively.

Looking forward to hearing your thoughts and insights.

Thank you, Lior Grinberg

[Gustav Aldenbra]

Hi @Lior grinberg1 
I don't think it's possible, if it is possible it's very outside of OOTB functionality. you could use the notifications inside servicenow with that solution and you will get some kind of notification on the screen to alert the agent.

[Mathieu Lepoutr]

Hello @Lior grinberg1 

Integrating Salesforce and Snow, with your use-case, requires a robust integration solution.

Please have a look at decentralized integration solution, where you can granuarly decide which data will be send over and applied. You can configure it how you want through the use of script mode.