Frustrations with OOTB workspaces in UI Builder

[Glenn Dickerson]

Is anyone else frustrated with ServiceNow's OOTB workspaces and the ability to customize them?  I have a basic complaint.  In short making things TOO reusable makes them almost impossible to modify or customize.   I understance saving coding time by reusing components. For example, instead of creating a list of incidents a generic record list is used.  Ok, that saves time (so you don't have to build another one for requests, project tasks, enhancements, etc..). The problems come when you need to write UI actions for these.  For example; the RESOLVE button on incidents is pretty specific to incident, but the events point to a very generic modal dialog.  I can dig in and find the actions for what the resolve button does, but when it comes to configuring the fields that show on the form, trying to find out where those are configured is next to impossible. I did find a record that appears to allow changing the columns, but those listed are not the columns on the modal.  In order to use this workspace, we need to be able to modify a few thing (for metric capture and to enforce some internal requirements).  My point isn't to get an answer to that question. It is more about the workspace being overly generic and the configuration information being very difficult or impossible to find.  I know how to create variants, but as those are derived from the OOTB code, they are just as difficult to decode.....

[Ryan S]

Thank you! I'll definitely dive into these and will hopefully get over this adoption hurdle with SOW.