Unable to view task variables in Agent Workspace

StewartF · ‎04-11-2019

We've recently been upgrade to Madrid, and I'm wanting to make full use of the Agent Workspace. I've got all the basics set up so we can see our incidents, requests, changes and problems, and can update them and create new ones.

The issue I'm facing it with Tasks/Requested Items. I can edit most things, add notes and comments etc, but cannot view variables. This is what I see -:

I click on 'click here' and am greeted with this -:

Anybody had the same and able to shed any light on this please?

StewartF · ‎04-30-2019

So, I typed out a full reply, clicked 'Reply', and it logged me out and lost what I put.

Essentially, you need to activate the ITSM Workspace plugin to get variables showing in Agent Workspace. Had to log a Hi Portal ticket to find this out. It will show as a paid plugin, but had confirmation that as long as you have the base ITSM package, there's not additional charge.

You will still have to click on 'to view/edit variable items, click here', and it will bring up a window to show you the variables.

There is apparently no way to have them showing on the form - "that's how this functionality is supposed to work" - so I'm going to see if something can be raised direct with ServiceNow to have that as a possible feature for a future release. Don't know about you, but I don't want to keep having to click to see variables, I want them visible on the page with everything else.

View solution in original post

StewartF · ‎04-15-2019

Anybody have any ideas on this please?

smfoister · ‎04-30-2019

Exactly the same issue here... have you heard anything yet? There may be a PRB...

StewartF · ‎04-30-2019

So, I typed out a full reply, clicked 'Reply', and it logged me out and lost what I put.

Essentially, you need to activate the ITSM Workspace plugin to get variables showing in Agent Workspace. Had to log a Hi Portal ticket to find this out. It will show as a paid plugin, but had confirmation that as long as you have the base ITSM package, there's not additional charge.

You will still have to click on 'to view/edit variable items, click here', and it will bring up a window to show you the variables.

There is apparently no way to have them showing on the form - "that's how this functionality is supposed to work" - so I'm going to see if something can be raised direct with ServiceNow to have that as a possible feature for a future release. Don't know about you, but I don't want to keep having to click to see variables, I want them visible on the page with everything else.

Derek Culberts1 · ‎05-21-2019

This fixed it for me! Thank you!