Openframe API in Agent WorkSpace

[Vijay151]

Hi,

Good day! we have to integrate the "openFrameAPI - openServiceNowForm" as per https://docs.servicenow.com/bundle/newyork-customer-service-management/page/app-store/dev_portal/API_reference/openFrameAPI/concept/c_openFrameAPI.html#c_openFrameAPI.

We have configured everything. The create new record and open existing record is working good when we check from the normal servicenow window. In the agent workspace, the new record create process is working good, but not able to open the existing record from agent workspace using openframe form api.

In normal screen

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test' }); - works good

openFrameAPI.openServiceNowForm({entity: 'interaction', query: 'sys_id=-1&sysparm_query=sysparm_query=short_description=test'' });  - works good

In agent workspace

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test' }); - didnot work

openFrameAPI.openServiceNowForm({entity: 'interaction', query: 'sys_id=-1&sysparm_query=sysparm_query=short_description=test'' });  - works good

[Andrew Barnes - · Accepted solution]

Greetings Vijay,

 I have not yet had to use this particular API - but from the docs site example, new record vs existing needs an additional interaction record to open in the parent tab. 

openFrameAPI.openServiceNowForm({ entity: 'interaction', query: 'sysparm_query=short_description=test', 'interaction_sys_id':'3be092313b711300758ce9b534efc4dd'}); 

For Agent Workspace, this API supports interaction tab management. In Agent Workspace, an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab.

[Vijay151]

Super Andrew, its working good. So, we have to send the sys_id to open the existing record on the agent workspace. Is it possible to open the record by using unique field value instead of sys_id?

I am going to check that process... Thank you very much!

[Bishwa Ranjan1]

Hi Vijay ,

any finding or solution on this i need to open record base on phone feild

[Runjay Patel]

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

1. How to setup Agent Workspace
2. Plugins required.
3. Create Studio application for Agent Workspace.
4. Lading Page configuration in details.
5. List Layout and Categories configuration.
6. Form Layout, Header and Ribbon configuration
7. UI Actions and notifications.
8. Global search and Agent assist.
9. Live Agent chat configurations.
10. Integrate Connect Support with Agent Workspace
11. Difference between Agent Workspace and ITSM Agent Workspace?
12. Custom form for app: UI page, service portal widget or Agent Workspace component?
13. View and Create Reports in Agent Workspace
14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
15. Agent Workspace - convert incidents to Request Items and vice-versa
16. Add Knowledge search in Agent Workspace to Contextual form
17. UI Action to pop up Email from Agent Workspace
18. Bar Graph
19. Open frame API in Agent Workspace
20. How to use Assignment workbench in Agent Workspace?
21. Viewing Interaction Records in Agent Workspace
22. Agent Chat in Service Portal without Virtual Agent
23. And many more.