How to edit details tab of incident in SOW workspace

[Yd0801]

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

1. Assigned to
2. Assignment Group

Incident Section

1. Caller
2. Location
3. Short Description
4. Description 
5. Number
6. State
7. Priority
8. Opened
9. Impact
10. Urgency

Create an Additional Information Section

1. Category
2. Subcategory
3. 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?

[lpruit2 · Accepted solution]

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

[Yd0801]

@Ankur Bawiskar ,

@Ankur Bawiskar ,

Thank you for your response.

I want to know how to collapse some section on incident form in workspace

[Ankur Bawiskar]

@Yd0801 

What do you mean by collapse?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Yd0801]

@Ankur Bawiskar ,

There is requirement to collapse some section by default.
for eg.
The form sections are expandable by default, but the requirement is to collapse some sections. on incident form., like the screenshot

[Yd0801]

@Ankur Bawiskar ,

There is requirement to collapse some section by default.
for example-
The form sections are expandable by default, but the requirement is to collapse some sections. on incident form., like the screenshot

[Yd0801]

@Ankur Bawiskar ,

In incident form there are some section like-  Cause, resolution , the requirement is to collapse these section by default on SOW workspace.