Service Operations Workspace watch list and worknotes list add multiple users link

Darlene York
Tera Contributor

an hour ago

Good afternoon,

In the native UI, when working on an Incident record and adding multiple users to the Watch List or Work Notes List, selecting a user displays their details (such as name, email, or user ID) within the selection window.

 

In Service Operations Workspace (SOW), when the "Add Multiple Users" link is selected, the user picker does not display email addresses or user IDs, making it difficult to distinguish between users with similar names.

 

I verified this behavior in my PDI and confirmed that it appears to be out-of-the-box functionality.

 

Does anyone know if there is a way to configure the user picker in SOW to display additional user details, such as email addresses or user IDs, when using the Add Multiple Users option?

Thank you.

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Abhishek Pal
Mega Guru

an hour ago

Hi @Darlene York ,

I verified this behavior.

The Add Multiple Users option in Service Operations Workspace is an out-of-box glide-list field decorator. The picker used by this action is different from the native UI slushbucket, which is why the native UI can display additional user information while the SOW picker displays only the user’s display value.

Based on the current out-of-box configuration, there is no documented setting on the Add Multiple Users action to add columns such as Email or User ID to this specific picker.

The following dictionary attribute should not be considered a guaranteed solution for this modal:

ref_ac_columns=user_name;email

The ref_ac_columns attribute controls reference-field auto-complete results. Although newer releases support this attribute for applicable fields in Configurable Workspace, the Add Multiple Users modal is a separate glide-list action and may not consume the attribute.

Recommended approach:

  1. Confirm the behaviour on the latest ServiceNow patch and latest Service Operations Workspace application version in a sub-production instance.
  2. Raise a Now Support case to confirm whether this is a known limitation or whether a version-specific fix is available.
  3. If displaying Email and User ID is mandatory, create a custom field decorator and UI Builder modal instead of modifying the out-of-box Add Multiple Users action.

The custom modal can:

  • Query the User [sys_user] table.
  • Display Name, User ID and Email.
  • Preserve the existing reference qualifier and active-user filtering.
  • Respect sys_user table and field ACLs.
  • Allow multiple selections.
  • Return the selected user sys_ids to the Watch list or Work notes list field.

I would not recommend changing the display field of the User [sys_user] table or directly modifying the out-of-box picker component, because those changes could affect other user reference fields and create upgrade issues.

Therefore, the exact answer is that additional user columns are not currently exposed as an out-of-box configuration for this specific SOW Add Multiple Users picker. A custom UI Builder modal is required when the additional details are mandatory.

Research verification: ServiceNow documents Add multiple users as a configurable-workspace field-decorator action. It separately documents ref_ac_columns as a reference auto-completion attribute. Zurich added broader workspace support for that dictionary attribute, but the documentation does not identify it as a column configuration for the Add Multiple Users modal.

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