Pre-populate Interaction Form on the Agent Workspace

akhileshkumar · ‎08-25-2020

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 · ‎08-26-2020

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

View solution in original post

Stefan K_ · ‎01-12-2021

What is the syntax to auto-populate multiple fields?

This populates short description fine:

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

But if I would like to populate the short description and e.g. Opened for with the same url, this doesn't work:

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

akhileshkumar · ‎01-13-2021

You can try

https://tcsesbx.service-now.com/now/workspace/agent/new_record/interaction/-1/params/query/short_description=test^opened_for=put_sys_id

Thanks

Luis22 · ‎03-24-2021

Hi, I am doing something similar.

Just want to enter custom text on the description but when i do that the field is turning read only

https://tcsesbx.service-now.com/xxxxx_id=xxxxx&sys_id=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx&xx_description=Random Text

shivanand4 · ‎10-01-2021

I have a same question.

What is the syntax to auto-populate multiple fields?

Johan Haglund · ‎01-11-2022

@Stefan K. / @shivanand

You just add the additional fields using separator, "^" as in example below:

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