Agent Workspace Inbox - Want to Pin it
Looking a way to provide the option for users to be able to 'pin' the Inbox in SOW or CSM Workspace so it's easier to see when a chat comes in.
Forum Posts
Add / Edit / New button doesn't show on incident Affected CIs in SOW
In the platform, Edit button is on the Affected List. we can add affected CI to the incident. But Add / New button doesn't show on the incident Affected CIs in SOW. How to add "Add / Edit / New" button on the incident Affected CIs in SOW. The other r...
Resolved! Client Script and UI policy on incident in Scope Global doesn't work on SOW
I have customized fields on Incident form. I have added those fields on Incident view sow_new_record. Client Script and UI policy works on those field in Incident form, but it doesn't work on the view sow_new_record. Incident default view is in scope...
Adding a Section to the SCTASK table on the Service Operations Workspace
Hi All, Hope you are doing well,I would like to know the steps to add an extra section highlighted in the screenshot below to the 'SCTASK' table on the Service Operations Workspace and have a field "Additional Comments" and "Activity" stream made pa...
Resolved! Knowledge search in SOW (Service operations workspace) by agent where and how is it configured?
Hello, I'm trying to find out where is the knowledge search configured in SOW for agents? In my current scenario it is using Zing search as default search application. I'm trying to add set of knowledge articles visible to agents using a custom field...
Resolved! add a view for a chrome tab property in SOW workspace
when I select any one option from the dropdown + icon. like new Incident. I want this new incident page should route to specific view. If anyone know how to do that, please let me know.
How to Add "Requester information" tab on the Contextual side panel for incident in SOW
"Requester information" tab is on record Interaction. Is it possiable to add this tab on the Incident record? It shows: Requester has recent incident created in last 7 days? Or if it is possiable that I can add "Requester has recent incident created ...
Why agent assist return 0 when I search some words?
Why agent assist return 0 when I search some words? I can view these words in the search scope (e.g. incident, KB), I heard it's because it's in the stop word table or stop index table? Is it true? Will the stop word table change as well? How shall w...
Service Operation Worksapce
Could you pls share any sessions related to Service operations workspace after Vancouver upgrade.I see the June 2023 session. Any sessions after that related to Incident/Change/Service Request Management process.
How to Hide Reports on Overview Tab in SOW workspace
Hello All , Need some Help in Making changes to the Home page on SOW Workspace Basically I need to Show "Unassigned Incidents" only when we select your team work and should be hidden on your work , Can anyone help how I can hide this @Maik Skod...
In SOW, how to add action for a button
Hi,While I open RITM, in related list , i want to create new catalog task. 'New' button is displayed but no action for it. How to add action to that button. Also, when I create sctask in native page, in SOW it has added in tasks(actually it has to be...
glide.ui.show_template_bar.u_password_resets' from scope 'Service Operations Workspace Core' has bee
glide.ui.show_template_bar.u_password_resets' from scope 'Service Operations Workspace Core' has been refused due to the property's cross-scope access policy. I am clicking the UI action from SOW after creating an interaction and getting this message...
How to hide "New" button on catalog task in related list of RITM record in SOW
Hi,I'm trying to hide "New" button on catalog task in related list of RITM record in service operations workspace. How to do this can anyone help me on this.Attaching image for reference. Thank you,Jyothi
Reference Field Modal on incident on SOW
We'd like to default values on the filter for reference field "Configuration Item" model on incident form on SOW.Example: ITIL user create an incident from SOW. They select the spyglass on "Configuration Item" field. The window pops up with filter an...
Reopen HR case not appearing in agent workspace - ''assigned to me''
Hi, when a customer comments on ESC, the case will reopen as ready. However, the case does not appear on the HR advisors 'assigned to me' due to filtering I believe (it looks at active records), but when removing the ''active'' filter I can find th...
