UI builder questions

[Mohamed Jassim]

Hi Team,
May i know the difference between Workspace App Shell and Portal App shell. And how we are using those in the instance. I know that Workspace App Shell UI we are using in the workspace but portal how? could anyone clarify on this please! Is there any possibilities to call the UI Builder pages in portal?

[Danish Bhairag2]

Hi @Mohamed Jassim 

Workspace App Shell vs Portal App Shell – Simple Explanation

Workspace App Shell and Portal App Shell are two different runtimes used by ServiceNow.

Workspace App Shell

Used by Agent Workspace, HR Workspace, CSM Workspace, etc.

Runs UI Builder (Now Experience) pages

URL pattern:

/now/workspace/...

Purpose: Power modern agent experiences

UI Builder pages require Workspace App Shell to run.

Portal App Shell

Used by Service Portal

Runs AngularJS widgets and portal pages

URL pattern:

/sp, /esc, /customer

Purpose: Classic end-user portal experiences

Service Portal does NOT use Workspace App Shell.

Can UI Builder pages be used in Service Portal?

No, not directly.

UI Builder pages can only run inside Workspace App Shell

Service Portal cannot natively render UI Builder pages

What about Employee Center?

Employee Center is a hybrid

Portal shell is used, but UI Builder pages are embedded

This is the recommended approach if you want modern UX for end users

Summary

Portal App Shell → Service Portal → Widgets

Workspace App Shell → Workspaces → UI Builder pages

They are separate platforms, not interchangeable

Thanks,

Danish

[Mohamed Jassim]

Hi Dansih,

Thanks for your response.
But in the UI builder itself we had an option to select the portal app shell. Please find my attachment.

Thanks,
Jassim

[YashwanthV18760]

Hi @Mohamed Jassim 

Workspace App Shell

Purpose:
The Workspace App Shell is the foundational UI framework used within the ServiceNow Workspace environment. It provides the overall layout, navigation, and common UI components that users interact with inside the Workspace.

Usage:
It is primarily designed for internal users who access ServiceNow through the Workspace interface. This shell supports features like the global header, navigation pane, and contextual menus tailored for agents or employees working within the platform.

UI Builder:
The Workspace App Shell UI is customizable via UI Builder, allowing you to create and modify pages and components that appear inside the Workspace.

Portal App Shell

Purpose:
The Portal App Shell is the base UI framework for ServiceNow Portals, which are typically external-facing or self-service sites for end-users, customers, or partners.

Usage:
It provides the structure and navigation for portal pages, including headers, footers, and menus that are optimized for a broader audience outside the internal workspace. Portals are often used for knowledge bases, service catalogs, or case submissions.

UI Builder:
While the Portal App Shell is used to build and manage portal pages, it is different from the Workspace App Shell in terms of design and user experience focus.

Using UI Builder Pages in Portal

Is it possible?
Yes, you can create and manage portal pages using UI Builder. UI Builder supports building pages for both Workspace and Portal experiences.

How?
When you create pages in UI Builder, you select the app shell context (Workspace or Portal). For portals, you use the Portal App Shell to design pages that will be rendered in the portal environment.

Integration:
You cannot directly call Workspace UI Builder pages inside a portal because they are designed for different shells and user contexts. However, you can replicate similar functionality by building portal-specific pages in UI Builder under the Portal App Shell.

Summary

Aspect: Workspace App Shell
Target Users: Internal users (agents, employees)
UI Builder Usage: Yes, for workspace pages
Typical Use Case: Agent workspace, case management

Aspect: Portal App Shell
Target Users: External users (customers, partners)
UI Builder Usage: Yes, for portal pages
Typical Use Case: Self-service portals

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