We are currently working on a Knowledge management project and reviewing how agents can effectively access SOPs documented in KB and attach them to the incident, catalog task, or case via Agent assist in Service Operation workspace or HR Configurable...
We recently realized that the mandatory field enforcement that we see in the list view on the platform of ServiceNow is not reflected in the Service Operations Workspace (SOW) list view. Mandatory field enforced in list view on platform: Mandatory f...
We have a request to have the global search function in the Service Operations Workspace to function similar to the global search in the legacy agent workspace. Currently the global search results takes the whole window and navigates away from the S...
Hi,I want to change the form headers that appear in the Service Operation Workspace for the different lists in the CMDB (attached images below). SOW is primarily where they will be working currently. From what I understand, I need to create a record ...
So currently on an interaction record when you click on 'create a request' it takes you to the service catalog to order something. Which I want to change.However I want this that when clicked it takes you to the sc_request form to fill in and submit ...
I want to change font for the fields on form in workspace.
Hi,Previously, we are having search functionality enabled for Global, CSM, Case agent workspace and Service Operations Workspace.But unfortunately, after upgrade we aren't having these functionalities enabled. Instance is now having Global search onl...
Hello,1. I customized normal change work flow on change policies and approvals in default view and it is working as expected in default view,customizations1. If conditions2. peer review process based on assignment groups3. Percentage of approvals in ...
I'm trying to create quick action and quick action parameter for Agent Chat in Service Operations Workspace.I want the agent to be able to search for a catalog item and when they select and enter it adds the link to catalog item to the chat for user ...
Hi @Ankur Bawiskar , I have a Ui action called "Create Reimage incident" on the related list to create incident by selecting the configuration item (CI's Affected table) as below.Ui action and script : script include which is called in UI action:...
I am facing an issue in ServiceNow Agent Workspace where the Send Email button is visible in the tabbed view, but when I expand the email draft to the larger view, the button is missing. Attached are screenshots showing the difference in behavior. Ha...
Hi,I have a requirement When..!In the Agent Workspace of ServiceNow, when a configuration item is selected in an incident record, the Agent Assist sidebar should display a list of all incidents associated with that configuration item. Referral to the...
With the latest update for the SOW users can now manage their on-call schedules within this workspace. The problem we have encountered is that the groups available to select are not all on-call groups. When the user clicks in the group select box to ...
Hello Everyone, I have a question whether this is possible:So, part of the requirement is trying to replicate every customization in the Problem from applied in CoreUI and migrating it to Service Operations Workspace, which also includes custom butto...
Hi all, I want to know how to add new choices to the columns under "All tickets(Active assigned to me)" in Service Operations Workspace.Also, I want to rename one of the choices shown for the 'State' column. I have never worked on SOW so don't have m...
