How to add related items which refer to another table in agent workspace

[Sri56]

Hi Team,

We have a requirement to add one custom related item on agent workspace as 'approver' tab in below screenshot:

We just need to add one checklist tab as such and refer that to one custom table.

I tried creating a related item on workspace view. But its not working as expected!

So please help me on how to achieve it.

Thanks,

Sri

[Kartik Sethi]

Hi Sri,

It takes a little time to show the Related List on Agent Workspace (less than a minute usually). Please provide details:

• What is the Application Scope of your custom table?
• If the scope of the custom table is same as the Table record (on which you are adding the Related List), then just create a dummy record and see if the list is shown or not.
• If the scope of Custom Table and Parent Table (on which you are creating the Related List), ensure Cross-scope privileges are added
• If the user does not have an admin role then check if ACLs are not restricting the access.

Please mark my answer as correct if this solves your issues!

If it helped you in any way then please mark helpful!

Thanks and regards,

Kartik

[Community Alums · Accepted solution]

Hi Sri,

Set up the items that are related to the open record so that agents can get a better understanding of the record and its impact.

Before you begin

Role required: admin

About this task

Related items appear like tabs above the form pane. There are three types of items:

• Details—Fields from the open record. You can specify which fields appear.
• Related items—Components other than lists that are related to the open record. Typically, this tab shows Now components. For example, you might create cards with record fields to appear in the form pane.
• Related lists—Lists that are related to the open record. These lists are tables of records.

  The following example shows an incident record. The Impacted Services related list shows a list of services that are impacted by this incident. The Child Incidents related list show incidents that are related to this one.

  

The highlighted section in this image is called the Related Items menu.

You set up related lists for each table. For example, the related lists that are displayed are the same for all incident records. The related lists that are displayed are the same for all case records but are likely different from those displayed for incident records.

Procedure

1. Navigate to the table that you want to create a related list for. For example, in the navigation filter, enter Incident to set up related lists for all incident records.
2. Click any of the records to open it.
3. Right-click the menu icon () and navigate to Configure > Related List.
4. On the Configuring related lists form, move the fields that you want in the related lists section from the Available column to the Selected column.
5. (Optional) Select a field in the Selected column and use the vertical arrow heads on the right to move the field in the list order.
6. Click Save.
7. (Optional) Change the order of the items in the Related Items menu.
   By default, Details appears on the left.
   1. Navigate to Workspace Experience > Forms > Workspace View Rules and click New.
   2. On the form, fill in the fields.

      Workspace View Rule form

      Field	Description
      Name	Name for the order of lists in the Related Lists menu for all records in Table.
      Table	Table that this order of lists pertains to. Whenever a record from this table opens, this form defines the order of the lists in related lists.
      View	View that is shown when the conditions are met. Use Workspace.
      Application	Application that this component applies to. Global means that the component applies to all applications.
      Workspace	Workspace that this rule applies to.
      Active	Toggle to turn on (selected) and off this rule.

   3. On the Conditions tab, specify the role users must have and the record field conditions that must be met for this reordering to appear.
      For example, you can select the condition State is resolved.
   4. To order the items in the Related Items menu, on the Form Tabs tab, clear the Default Tab Order check box, click the lock icon () next to Tab Order.
      You can then reorder the items in the Related Items menu by selecting the lists that you want to move. Then, use the up and down arrow to move them.
   5. Click Submit unless you want to select which item in the Related Items menu appears in the form pane when record view opens.

      If you do want to choose what appears in the form pane when record view opens, right-click the top banner, click Save, and proceed to the next step.

      The following example shows that Details is no longer on the left.

      

8. (Optional) Specify which item in the Related Items menu appears in the form pane when record view opens.
   By default, the left-most item is in focus when a record opens. You can, however, put a different item in focus.
   1. Navigate to Workspace Experience > Forms > Workspace View Rules and click the workspace view rule that you want to edit.
   2. On the Form Tabs tab, open the Default Tab Focus list and select the item that should be in focus when an agent opens a record in the table that is specified in this rule.
   3. Click Submit.

      The following image shows that Impacted Services/CIs rather than the Affected CIs is in focus when the record opens.

      
9. (Optional) Automatically jump to a section in the form pane when conditions are met.

   By default, when Details is in focus in the Related Items menu, the first section opens. You can, however, set conditions for the Details to open on a different section. Details usually displays many sections in the form pane that require scrolling to reach. If there is a typical work pattern for agents, you can save agents' time by automatically scrolling to the relevant section when conditions are met. For example, when the condition, State is On hold, is true, automatically scroll to the tenth section in Details because that is a section that agents need for their resolution notes.

   1. Navigate to Workspace Experience > Forms > Workspace View Rules and click the workspace view rule that you want to edit.
   2. On the Form Settings tab, click New.
   3. On the form, fill in the fields.

      Workspace Default Form Section form

      Field	Description
      Name	Name of this configuration where a specified section in Details automatically appears instead of the first section.
      Order	Sequential order this rule is evaluated in when there are multiple rules. The lower the Order value means that it's evaluated in the sequence sooner.
      Active	Toggle that turns on this customization.
      Form Section	Section of Details that opens in the form pane instead of the first section.

   4. (Optional) In Conditions, add conditions that limit when the specified section in Form Section opens first.
   5. Click Submit.
10. (Optional) Create an Add button so agents can add records to the related lists.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Sri56]

Hi Sandeep,

Its working, thanks for the help!

Now we are facing this issue, what does this mean?

Please help,

Thanks!

Sri

[Michael Baker]

Hi Sri,

This means that you do not have a workspace view configured for this application. Go to your application in the platform, create a new view called 'workspace' and set the fields as you required (usually same as default). Once there is a 'workspace' view for the application it will load in agent workspace correctly. This is improved with the new sow workspace where it will take the default view if a specific workspace view is not present. 

Regards,

Baker