Service Operations Workspace Adding Fields to Forms

[Liam Rhodes1]

Hey all,

So we're trying to migrate over from Agent Workspace to SOW and we have to update the forms a little to match what fields we have currently.

I've done this through the Service Operations Workspace Admin Center, and then clicked to configure the Incident Management.

And then I click on the Record configuration under details as this is what I want to update.

This takes me to the form in Form Builder. I've made my changes in here, saved. When I click the Preview button, I can view the form with all my changes fine. However, in the Service Operations Workspace, under the Details tab of the form, there have been no changes? What am I missing?

[Ankur Bawiskar]

@Liam Rhodes1 

did you select the correct form view?

It should be "Service Operations Workspace" view where you should do the changes to reflect in SOW
Steps to follow: Ensure you are capturing this in update set for application scope "Incident Management for Service Operations Workspace"
-> go to native incident form

-> configure form layout

-> select the correct view and add/remove fields

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[Ankur Bawiskar]

@Liam Rhodes1 

Hope you are doing good.

Did my reply answer your question?

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

[Liam Rhodes1]

Hey Ankur, thanks for your response.

So the Service Operations Workspace view is the one that's been edited using the technique I followed above, however I'm unsure why this isn't updating in SOW even though it has done in the back-end.

Looks as I'd expect it to on the native Incident form, just not within SOW.