SOW - How to replace Caller Card Time Zone with Site field in Record Information sidebar?

PriyanshuA92384
Giga Contributor

5 hours ago

Hi Team,

I am working on Service Operations Workspace (SOW) in the Australia release and would like to customize the Caller Card displayed in the Record Information sidebar.

Currently, the Caller Card shows:

  • Caller Name
  • Title
  • Department
  • Time Zone

     

    Example:

     
    Priyanshu Anand
    ServiceNow Developer - IT
    02:43:23 America/Los_Angeles
    My requirement is to replace the Time Zone field with a custom Site field Value from the User record .
    Attaching image for reference - 
    PriyanshuA92384_0-1781518748256.png

     

    Documentation reviewed -

     

     

     

    I have already reviewed the following ServiceNow documentation related to customizing the side panel:

    https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/customize-optio...

    The documentation explains how to configure and customize the side panel, but I could not find information on how the Caller Card fields are sourced or how to replace an existing field (such as Time Zone) with a custom field.

    Any guidance, examples, or documentation references would be greatly appreciated.

    Thanks,
    Priyanshu Anand

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Kieran Anson
Kilo Patron

2 hours ago

This is controlled within the UX Client Script 'Set Record information primary details' 

 

Unfortunately it's not super "configurable" with the annoying complexities of UI Builder. 

 

  1. The 'SOW Record Information' data broker is called
  2. SOWIncidentInfo is used to return the desired payload (you'd need to amend it here to return the needed information
  3. 'Set Record information primary details' would then need to be modified in order to take the provided payload and map your additional attribute / remove timezone information

With this, you'd have to create a new variant of the page 'Record Information SNC'

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