Hello ServiceNow Community.
We have been getting questions on how to show user presence on the HR Case record within the HR Agent configurable workspace. This article will walk you through a simple use case so that you, too, can add user presence to your HR Case records.
In this use case, we have a requirement to show who else is viewing the HR case within HR Agent Workspace.
Role Required:
workspace_admin, ui_builder_admin, admin
What to Expect:
User presence indicator helps the agents to know the status of other users viewing the same record.
The configuration for user presence is configured in UI. When customizing a Workspace page, in this use case the Record – Case SRP, it is recommended you duplicate the OOtB Page. Here are the steps to configure the user presence in the HR Case records:
- Make sure your scope is set to the Agent Workspace for HR Case Management application.
- Open the UI Builder for Agent Workspace for HR Case Management.
- Open the Record (Case SRP) page.
- Click the selector drop down.
- Select the Record value in the menu, then Case SRP.
4. Now we will make a copy of the Case SRP Page (if you have not already done so previously). Click the Settings button if you are in the Edit mode.
5. Click the Duplicate link to make a copy of the page. Name the Page (variant) as you see fit. Then click the Create button at the bottom of the form.
6. Notice that the Order defaults to 0. This is what indicates what page will be used (the lower the order is the first to be used). The OOtB Case SRP Page is at 50, so your new copied page will be the one used.
7. In your page, just under the Top Right (Flex) section click to highlight the Action bar component.
8. Right-click and select Add component before.
9. Select Form Record Presence.
10. Click the Save button once the component appears in the top of the form.
Now the user presence will appear in the record when the same record is open by another.
Note: This was configured in a Utah build for Agent Workspace for HR Case Management version 2.0.1
Trying this in Vancouver on the CSM Configurable Workspace, and I'm seeing a message
This is on a page variant of the 'Record Default' page. I am not sure how to find where the other controller is called, and I'm not sure I'd want to delete GlideForm if it's being used for something else on the page. Does this mean this component won't work on this page?
@KristinaHartman I just did these same steps on the HR Configurable Workspace on the latest Vancouver build and I did not receive any errors. You mentioned you used the Default Record variant, but this should have been read only in Vancouver. Did you make a copy for modification?
I did notice that when adding the Component in CSM Workspace I see the Form Presence is using a Preset that is not the same in CSM Workspace. See the image below of the Preset when in HR Configurable Workspace. You may want to submit an issue to understand why the form presence is behaving differently in CSM workspace. We do not have that Data Resource (Glide Form) in the HR Configurable Workspace. I do not recommend removing it.
HR Agent Workspace image for Preset:
Regards,
Mike
After faffing about a bit, I configured the component manually instead of using the preset, with these settings, and now the presence component is working (at least as well as it does outside of the known error):
If there's nothing in those two data boxes, it fails miserably without displaying anything on the workspace page for either user. When these settings are in the boxes, it works as well as it does in this KB article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1539842
