Service Operation Workspace Customization
Declarative action: Declarative Actions are the new version of UI Actions in ServiceNow, built for modern Next Experience UIs like Workspaces, Playbooks, and Catalog Wizards.
Feature Declarative Action (New) UI Action (Old)
| Used In | Agent Workspace, UI Builder (Next Experience) | Classic UI, Forms, Workspaces, Links |
| Code Required | Low-code (minimal scripting) | Requires client/server scripting |
| Configuration | UI Builder, Declarative Action Module | UI Action Module |
| Flexibility | Limited (standard actions only) | Very high (custom logic with full scripting) |
| Best For | Simple UI actions in Workspaces | Advanced/complex logic in Classic UI |
Steps to Configure an OnHold Button in Service Operation Workspace
1.Create Action Assignment:
Navigate to All > Declarative Actions > Create New Action
2.Select Form Action to create a new Action Assignment by completing all the required fields on the form.
3. Set Button Visibility : Include a Layout Item that has been Created.
-> Add the action layout item under the UX form Action Layouts related list, on the Ux Form Actions Layout Item form.
-> Click on edit & select incident.
Now, the OnHold button appears on the Incident form in Service Operation Workspace.
4.Change Button Position/Order:
-> Open UX Form Action Layout Item
-> Adjust the order of the button as required.
Now the position of the onhold button on the SOW Changes.
5.Configure Payload (Button Functionality)
navigate back to the Action Assignment , and open specify client action.
Update the Payload to define the functionality when the button is clicked.
6.Event Mapping (Pop-up Visibility)
Navigate to UX Add-on Event Mappings related list on the Action Assignment form (to make "UX Add-on Event Mappings " related list visible keep the view as default.)
-> Create a new Event Mapping .
7. Create a Custom View
->Open an Incident form → Right click → Configure > Form Layout.
-> In the SOW_Onhold_view , add the required fields.
Verify Functionality:
Verify that the OnHold button on the SOW works as expected: when clicked, a pop-up with the required fields should appear, and the ticket state should change to 'On Hold'.
-> The state of the incident Changes to OnHold when the OnHold Button on the popup is Clicked.
