Hi There,
We are building out Agent Workspace for our Service Desk to use. One of the requirements is for them to be able to add additional approvers from either the RITM or SCTASK. We have this set up using the related lists on default view and the Edit... button which brings the list of sys_users that then can be selected to add to the sysapproval_approvers related list.
However on workspace - we are able to get the related list, but have been unable to figure out how to open the sys_users list and request the approval.
We have tried following the document from ServiceNow for "Set up adding records to a related list" however are unable to work out the exact configuration for the component attributes to allow us to use that. When we click the add button - it should show a list of the sys_users that we can select then request the approval from.
Does anyone have any experience adding the approval funtion to agent workspace with this method If so can you advise how you managed to get it to work? Or can you suggest an alternate?
Thanks!
Hanna
Hi There,
After submitting a case on the HI portal the following solution was given and has resolved the issue:
1.) Create a related list action (sys_declarative_action_assignment.list)
Include the fields:
Implemented as: Client Action
Specify client action: Create New
2.) Create a new ACL
Name: sysapproval_approver
Field: approver
Operation: write
Role: 'workspace_user' (Or whatever role you have created for your workspace users)
This will then add the UI action for Edit on the Catalog Tasks on Workspace and allow workspace users to add approvers to the record:
Hi Hanna,
first of all you should make familiar with workflow based approvals for requested items.
Please see the following video for a better understanding: https://www.youtube.com/watch?v=honIwnuiJ7I
And to answer your question:
At Classic UI please open a request item at "Default View". You should find at related lists section a tab for the Approvers:
The edit button is automatically set due to the underlying relation. Configure that related list also for the "Workspace" view and you get what you have been looking for.
Kind regards
Maik
If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.
Hey Maik,
Thank you for the info provided above, however, it's not quite working for me yet.
The problem I have is that I am able to get the related lists into my workspace view:
However, within the related lists on workspace view the related list action's dont show:
Whereas on default view they do:
It looks like its not being automatically set - do you have any ideas to overcome this?
Thanks again,
Hanna
