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

PriyanshuA92384
Mega Contributor

an hour 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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