question Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page? in Developer forum

How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

G24 — Wed, 21 May 2025 15:16:49 GMT

Hello. Our users feel overwhelmed by the number of buttons and menu items in ServiceNow. In the HR Agent Workspace, on the case page, in the "More Actions" menu at the top right, they want to hide one of the menu items labeled "Report knowledge gap". How can this be done, please? Details appreciated. Thank you.

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

Gustav Aldenbra — Thu, 22 May 2025 08:06:32 GMT

Hi @G24

Not sure how it works for HR Agent Workspace but for Service Operations Workspace you can turn off “Report Knowledge Gap” in UX Actions Configuration for that workspace. It is probably the same for HR Workspace. You can find the Action configuration in the sys_ux_action_config table

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

J Siva — Thu, 22 May 2025 08:22:14 GMT

Hi @G24
1. Go to "sys_ux_form_action_layout_item" table.
2. Search for "Report Knowledge Gap" record under the Agent Workspace for HR Case Management application.

3. Deactivate the record.

Regards,
Siva

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

G24 — Thu, 22 May 2025 13:02:58 GMT

Thank you, but I'm not seeing a relevant item in that table:

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

G24 — Thu, 22 May 2025 14:01:59 GMT

Thank you, @J Siva . Let me ask a follow-up question...

If I had no knowledge of that particular table, how would I go about locating that item in ServiceNow to configure it?

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

J Siva — Thu, 22 May 2025 14:37:54 GMT

@G24 In the filter navigator type "sys_ux_form_action_layout_item.LIST" & press enter.

Then search"Report Knowledge Gap" record.

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

G24 — Thu, 22 May 2025 14:46:46 GMT

@J Siva Oh, I understand that. What I was trying to ask was "If I did not know of the existence of that table, how would I find that table from the menu item?" How do I go from the menu item to where it is configured in ServiceNow?

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

J Siva — Thu, 22 May 2025 14:54:06 GMT

@G24 Ah ok. Unfortunately it's not present in the filter navigator.

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

Syvo — Fri, 04 Jul 2025 16:11:00 GMT

Hi, you'll probably come across that table while messing around in the UI Builder.

Re: How to disable "Report knowledge gap" menu item on HR Agent Workspace Case Page?

PaolaO — Wed, 17 Sep 2025 08:18:23 GMT

Can we only hide the UI Action "Report Knowledge Gap" for some Assignment Groups or workspaces?