Workspace agent: turn field to write instead of read only

[SN Emy]

hi,

We turned Workspace agent on and its working just fine, but I have a problem with on field that is on read only.

do you know how to fix that?

[Josh Virelli · Accepted solution]

Hi Emy,

From what I can tell, the issue is not that the field is "Read-Only", but that it's a String UTF-8 field. The error right below "Computer Name" says "*Field type string_full_utf8 is not supported" which is in-line with the ServiceNow Documentation on supported field types for the Agent Workspace noted here: Agent Workspace supported field types.

In order to have that field be editable, you will have to change the "Type" field to "String" instead of "String (Full UTF-8)" on the Dictionary entry of this field. I would first recommend reaching out to your organization to understand if this field MUST be a Full UTF-8 type field before making any changes.

If you get the go ahead, navigate to an Incident in the normal view (not Agent Workspace), find that field, and right-click it. Select "Configure Dictionary"

Then change the Type field on the Dictionary from "String (Full UTF-8)" to "String" and Save.

Change to String

That should make the field editable on the Agent Workspace!

If my answer was helpful or answered your question, please mark it as 'Helpful' or 'Correct'

Thanks!

Josh

[Runjay Patel]

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

1. How to setup Agent Workspace
2. Plugins required.
3. Create Studio application for Agent Workspace.
4. Lading Page configuration in details.
5. List Layout and Categories configuration.
6. Form Layout, Header and Ribbon configuration
7. UI Actions and notifications.
8. Global search and Agent assist.
9. Live Agent chat configurations.
10. Integrate Connect Support with Agent Workspace
11. Difference between Agent Workspace and ITSM Agent Workspace?
12. Custom form for app: UI page, service portal widget or Agent Workspace component?
13. View and Create Reports in Agent Workspace
14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
15. Agent Workspace - convert incidents to Request Items and vice-versa
16. Add Knowledge search in Agent Workspace to Contextual form
17. UI Action to pop up Email from Agent Workspace
18. Bar Graph
19. Open frame API in Agent Workspace
20. How to use Assignment workbench in Agent Workspace?
21. Viewing Interaction Records in Agent Workspace
22. Agent Chat in Service Portal without Virtual Agent
23. And many more.