Pre-populate Interaction Form on the Agent Workspace

[akhileshkumar]

Hi,

I am looking to integrate Contact Center with ServiceNow and open up Agent Workspace.

As part of it, I am opening up a new interaction record and intend to pre-populate some fields on the interaction e.g. Opened For.

Is there a way to pass the information via the URL to Agent Workspace Interaction form  or Is there any other way?

[Arsh2 · Accepted solution]

Hi Akhilesh,

Yes you can pass params through URL to create interaction records in Agent workspace. please see below

syntax would be like this:

/workspace/agent/new_record/interaction/-1/params/query/short_description=test

/interaction/                      -  defines your table name
/-1/                                    -  tells servicenow that you are creating a new record in the table
/params/query/                - this is the parameter where you will set your values from here
/short_description=test    - Define your fieldname equals to the value you want to set

Try the below example in your instance:

https://your-instance.service-now.com/now/workspace/agent/new_record/interaction/-1/params/query/short_description=test

Cheers,

Arsh

[michelhanna]

Hi @Arsh 

This is very helpful, thank you! Do you know how to set multiple fields rather than just one?

I've tried the below with no luck

/workspace/agent/new_record/interaction/-1/params/query/short_description=test^type=chat

[DustinSpain]

I have this same question.  Does anyone know how to set multiple fields?

[Ken24]

https://xxxxxx.service-now.com/now/workspace/agent/new_record/interaction/-1/params/query/work_notes=test WN^short_description=test SD^type=chat^state=on_hold

This seems to work in Orlando.