Hi, Within the SOW under related records, we have attached Knowledge. Knowledge articles can be added from Agent assist button.For RITMs you do not have a remove button if you accidentally add the incorrect article. (see below for RITM screenshot) Ho...
Is there a way to trigger the Agent Assist Search (searching KBs) in the Service Operation Workspace? Manually it works by clicking anywhere else but with ATF nothing works. I think I tried everything. Click Component on Save, on other Components, on...
Hi everyone, I’m running into a strange issue with Asset Workspace , and I would really appreciate some guidance. Problem SummaryUsers can see assets in the Asset Workspace list, but when they click an asset to open the form, they get: You do not hav...
While editing conditions to run an Incident Report (in Yokohama release), we are in need to import a list of 100+ numbers instead of entering them manaully. The list of numbers would be added to the Incident Conditions of "Description" "Contains" th...
We recently upgraded to Yokohama Patch 4, and now our users in Service Operations Workspace can no longer create Requests from Interactions that are submitted by the Walk-Up kiosk. The Assignment Group that our technicians are using includes the Role...
I had a list created using UI Builder.When I click on the records in this list, it opens the SOW, but I want it to open in the classic view.Is this possible, and how do I redirect to the classic view?
Dear Community, I would like to know if Playbook are available in the Side Bar of SOW? I can use it in incident form as a new tab when the condition for playbook match. But I have nothing in the Side Bar (Playbook icon is displayed). I'm wondering if...
The template we are creating will apply 1 task per Phase.Such task should be automatically assigned to a groupThe Assignment Group should be mandatory from creation.The Assigned to will be mandatory for all task States other than Open.If task is save...
Is there any automated testing available or planned for Service Operations Workspace? This would help speed up and reduce time taken for testing ServiceNow releases, patches and module updates. With the move toward the Workspace I am hoping the ATF i...
I'm working on transitioning our teams over to Service Operations Workspace and have been asked to look at Dashboards. When clicking the Dashboard icon, the SOW always defaults to the IT Agent Dashboard. I have been asked to change the default dashb...
We have a related list called "Sibling Incident" on Incident. Agents can currently change the status of the incident from the related list Service Operations. We have been unable to disable inline editing. Tried couple of approaches:1. List control f...
I have two requirements that I am stuck on.1. I am trying to edit the what appears on the pop up when hovering/clicking on the person on call. I have found that it is on the on_call_avatar, but I have had no luck in editing it. Is it possible to edit...
We have an SLA response with these start, pause, and stop conditions illustrated in the images.Current operation:1. The user submits the INC and the SLA response is created.2. The SLA completes when the "assigned to" is set.3. If the assignment group...
I have created a reference interactive filter to filter Incident and sc_req_item records, and it works correctly. However, when I impersonate another user, the interactive filter shows "No records found," even though the impersonated user can see sys...
Why are the item variables read-only on the Requested Item (RITM) form, while the same variables are editable within the ServiceNow Workspace? What technical or configuration factors cause this difference in behaviour between the two contexts?
