Hello ServiceNow Community.
We have been getting questions on how records show as updated in the configurable workspace list. The scenario is an agent opens the workspace lists then is working a specific case in a separate tab. The agent navigates back to the workspace lists and must refresh to get the latest updates on records in the list. These steps below will outline how to configure the indicator in the workspace lists.
Role required:
admin
What to expect:
Lists are prompted to refresh when the following changes are made:
- Creation of a record or when a record meets query conditions.
- Deletion or when a record no longer meets query conditions.
- When a column on the list has been updated.
List refresh prompt functionality works on lists that meet the following criteria:
- The list does not exceed 500 records (or the number set in system property, glide.lists.live_list_threshold).
- The list is not a database view.
- At least one condition has been applied to the list.
- The list does not contain any dot-walked columns.
- Omit count is not enabled.
- The list is a Related lists are not supported.
Steps to achieve this functionality:
- Locate the system property by entering sys_properties.list in the filter navigator and search for the glide.lists.live_list_enabled system property.
- Change the value field from false to true and save the record.
- (Optional) Change the maximum number of records that the list can contain with the list refresh prompt enabled. A new system property will be created.
- In the Global scope, enter sys_properties.list in the Workspace filter navigator.
- Click New.
- On the form, fill in the fields.
- Name: glide.lists.live_list_threshold
- Description: Property to change the maximum number of records that the list can contain with the list refresh prompt enabled
- Type: Integer
- Value: # of Maximum number of records in the list (Note: 500 is the default. Although the value can be increased, be aware of the performance impact on your instance.)
- Click Submit.
- Log out of the instance and validate.
- You will notice that when a record is updated in the list, a counter will be displayed in the Workspace list on the refresh button as seen below:
5. When the refresh icon is clicked, the updated record will appear bold in the list as seen below with a blue dot next to the field that was updated.
Note: Fields that are updated on the record and are not part of the columns in the list will not show as an updated record in the list. For example, if the Benefits Provider field on the record is updated by another user, it will not show as an updated record in the workspace list since Benefits Plan is not a column on the list layout (as seen above).
