Hello,
I have a requirement to move the fields of incident in a order.
On the Left panel
Fields should be listed as follows
Assignment Section
- Assigned to
- Assignment Group
Incident Section
- Caller
- Location
- Short Description
- Description
- Number
- State
- Priority
- Opened
- Impact
- Urgency
Create an Additional Information Section
- Category
- Subcategory
- Channel
Impact, Related Records, Cause, and Resolution collapsed as default
Move Watch List to Middle panel with Comments section
Agent Assist in right panel as default
OOB it looks like the screenshot.
Does anyone has idea how to edit this?
Greetings @Yd0801. The Service Operations Workspace has its own View on the Incident table and isn't too difficult to modify. I'll include steps below on how I was able to make changes to the layout in my Personal Developer Instance (PDI).
- Navigate to the Incident table [incident] NOT in Service Operations Workspace
- Load any Incident record
- Once the Incident record loads, click the Additional Actions menu > Configure > and then select your preferred method of editing Form layouts: Form Builder, Form Designer, Form Layout.
- Once your preferred form editing option loads, you will need to select the View that is being used by Service Operations Workspace for Incidents. In my PDI, the View is called "SOW - Incident - Overview".
- From here, proceed on making whatever form layout changes, add, removes, etc. that meet your business need.
Finally, I'll include a link a found in the ServiceNow documentation for additional information. I hope this information is helpful!
Configuring record pages in Service Operations Workspace for ITSM
