Is it possible to have multiple (Agent) Workspace views for ITSM forms

[MrC]

Hi,

I was wondering if it was possible to have multiple Workspace views for Incident/Problem/Demand forms for the Agent Workspace. 

Use Cases:

1. Our Manufacturing teams require different information to be captured on an Incident form than our Sales teams. 
2. The IT teams require different information when raising Demands to our HR department. 

As far as I have tested so far I can only create a single Workspace View for the forms

Any information or advice much appreciated.

[Alberto Consonn]

Hi,

yes, it's possible, you need to define the Wokspace View Rules as per your need (see image below), refer also to the following thread:

https://community.servicenow.com/community?id=community_question&sys_id=00646b29db39c8d0d58ea345ca96...

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[MrC]

I marked this as a correct answer as it looks like exactly what I need. However, I do not have the Workspace View Rules available (I have admin role)... is this specific to New York or should it be available in Madrid too?

[Alberto Consonn · Accepted solution]

This is available ONLY starting from New York release, check below:

Agent Workspace form updates

• Administrators can use Workspace View Rules to control which form view renders for their users. Conditions can be set on roles or field values.

https://docs.servicenow.com/bundle/newyork-release-notes/page/release-notes/now-platform-capabilitie...

[MrC]

Thank you, mystery solved.