After another very disappointing 'this is technically not possible' to NowSupport Case #5842 about the inability to redirect records to the workspace after clicking on it from a list report in PAE, we got a bit frustrated. ServiceNow is pushing the use of workspaces, and in the next release all core dashboards and reports will become read only. But ending up in the workspace when using Platform Analytics isn't possible.
Well, with a lot of help, we provide you with the solution for this.
One thing before you start: this solution will guide any record redirection to the workspace you set it to. So if you are using SOW for incident management, no matter where you click the incident, you'll end up in SOW. You can use reports, dashboards or even core view lists.
Platform Analytics dashboards open in the Platform Analytics workspace. Maybe you already noticed, but even if you prevent users from ending up in the Core view, you remain in the PAE workspace and the records opens there. Below are the steps to get around that.
The following walk through will be for a Case report on a dashboards that needs to open in the CSM / FSM workspace and not in the core view.
STEP 1 - Create a Route config
You need the sys_id of this route config in the next step. The route config will contain the route mappings. Go to the sys_ux_dynamic_route_config table and create a record
Copy the sys_id of this record.
STEP 2 - Create UX Page property for the PAE page
Go to the Platform Analytics UX Application record (/sys_ux_page_registry.do?sys_id=08c73d60537101100834ddeeff7b1287) and on the UX Page Properties related list, click 'new' (no route config exists yet, so you're not even customizing here).
Create the record, where the sys_id of the Route config record is placed in the 'value' field.
Step 3 - Create the Route mapping
Go back to the route config record you created in step 1 and click 'new' on the Route mappings related list. Select your table (in this example Case is selected, but you can use the same payload for Incident, Risk, or whatever record you need).
Set Source component to list_1 (we want the records clicked in the list to open in the workspace) and fill below JSON in the Parameter payload field
{
"external": {
"url": "/{{table}}.do?sys_id={{sysId}}"
},
"fields": {
"sysId": "{{sysId}}",
"table": "{{table}}"
},
"multiInstField": "",
"params": "",
"passiveNavigation": "",
"redirect": "",
"route": "",
"targetRoute": "",
"title": ""
}Now there is only one more step to go.
Step 4 - Create a Navigation Handler record
Create a new Navigation Handler record to ensure that wherever a Case record is clicked, it redirects to the CSM / FSM workspace (for Incidents you can redirect to SOW, for Risk to the Compliance workspace, Config items to the CMDB workspace, etc). Here you only have to select the table and past below script in the script field
(function () {
var sysId = g_request.getParameter('sys_id');
if (!gs.nil(sysId)) {
return 'nav_to.do?uri=/now/cwf/agent/record/sn_customerservice_case/' + sysId;
}
return 'nav_to.do?uri=/now/cwf/agent/record/sn_customerservcie_case/-1';
})();
That's it. Nothing else is needed. You will now always be redirected to the CSM / FSM workspace.
If you check the official documentation, you will also find ways to add dashboards to workspaces and from there you can update the client scripts to add parameters on where to redirect. Or you can create technical dashboards in UI builder to do the same. But that requires admins to assist on dashboard/report level. With the steps described above, you will be able to do it for all records, opening them in the workspaces you want them to open (and if you don't add a navigation handler on certain tables, those will still open in the core view).
