How to configure Agent Workspace for custom application

[mattgr]

Hi All,

How does the Agent Workspace work with bespoke apps? I have a table under TASK table called iTask for Incidents converted to Tasks, but I get this message:

This form has not been configured for Workspace. To edit the form, select a different type of record, or contact your administrator.

For INCs someone kindly pointed out a plugin that needs to be activated - com.snc.agent_workspace.itsm, 

Do I need to activate any other plugin for bespoke apps?

Thanks

Matt

[nthumma · Accepted solution]

Currently, I think agent workspace is only available for ITSM and CSM. But I have heard it will be available for custom apps starting from New York release.

[Miguel Donayre]

The issue is the table is missing a view that the agent workspace looks for. The table needs to have the "workspace" view assign to it.

 To add the "workspace" view go to System UI > Views. Search "workspace."

Click on new and add in the table you wish to add to it. For this example, I am using "HR payroll case."

Once that is done, you will need to go to that table and set the view for it to show up. Open the form config "hamburger" icon on any record in that table. Select the configure option and select form layout. It will open up the form layout config form. You need to select the "workspace" in the view field dropdown list. Click save once the view has been selected.

After that, the error message should not show up anymore.

As a control, I also added "HR benefits" to my "HR case" category > workspace list, but did not add it to the "workspace" view. I got that message to show. 

this solution should work for any OOTB table or a table that was created or extended. But I can't guarantee it. 

[esebasti]

Thanks Arthur.  My client is using the Service Desk application (New Call) and this solution worked perfectly for being able to create new calls in the Agent Workspace. Cheers!

[Dan Wright1]

Thanks for the solution, Miguel. Just what I was looking for 🙂