How to Display Custom HTML Work Notes/Comments Fields in the Compose Section of HR Agent Workspace

SNOW_22 · 2 hours ago

Hi Community,

I have a requirement in ServiceNow HR Agent Workspace where agents need to paste screenshots directly into the Work Notes or Comments section. However, the out-of-the-box journal fields do not support directly pasting screenshots in the way the client requires.

To meet this requirement without affecting the existing functionality globally, I created two custom fields:

Custom Work Notes – HTML field
Custom Comments – HTML field

I have also configured a UI Policy so that these custom HTML fields are visible only when the assignment group matches the two specific groups identified by the client. For all other assignment groups, the out-of-the-box Work Notes and Comments fields should continue to be used as usual.

I have also implemented the logic to capture the content entered in the custom HTML fields in the journal table.

Current Issue:

In HR Agent Workspace, the Compose section displays the Work Notes, Comments, and Email tabs side by side.

For other assignment groups: The out-of-the-box Work Notes, Comments, and Email options appear as expected.
For the two specific assignment groups: When the custom HTML Work Notes or Comments fields become visible through the UI Policy, the out-of-the-box Work Notes and Comments options disappear from the Compose section, leaving only the Email tab visible.

Expected Behavior:

I want the Compose section in HR Agent Workspace to dynamically display the appropriate Work Notes or Comments option based on the assignment group.

For all other assignment groups, the out-of-the-box Work Notes, Comments, and Email options should remain unchanged.
For the two specific assignment groups, the custom HTML Work Notes or Comments fields should be available in the Compose section alongside the Email tab, similar to how the out-of-the-box journal fields appear.
When the assignment group changes, the Compose section should dynamically update to display the appropriate fields without affecting other assignment groups.

My Questions:

Is it possible to add custom HTML fields to the Compose section of HR Agent Workspace alongside the existing Email tab?
Is there a supported way to dynamically replace the out-of-the-box Work Notes or Comments options with custom HTML fields based on the assignment group?
Can this be achieved through UI Builder, Workspace configuration, a supported extension point, or another recommended approach without modifying the out-of-the-box components globally?

I would appreciate any suggestions or guidance on the recommended approach to achieve this requirement while preserving the standard functionality for other assignment groups.

Thank you!