Hello all. I'm working on adjusting the coloring of the chat backgrounds within the Service Operations Workspace. We want to change the color for the user's response so that it's easy for the agents to differentiate between the two. I don't see anyth...
admin userGeneral userHi Community,I'm currently working on CSM/FSM Configurable Workspace. I noticed that admin users can see all UX Lists and Categories, but when testing with users who have roles like sn_internal or sn_customerservice_agent, some ...
Currently, the confirmation message that appears when closing a case is only shown in the native view, not in the SOW view.we want achieve UI page to confirm both the fields from case record while closing the case record we want populate those two f...
Currently working on configuring Agent Chat in the Service Operations Workspace. I've been asked to configure the fields shown in this card view to the right of the workspace to show information like Locked Out or Last Login Time. Where do I configur...
Hello, We are integrating our telephony system with ServiceNow. When a service desk agent answers a call, an API call with called details is made to ServiceNow to create a new Interaction record in the Service Operations Workspace.Is there a way to a...
Hello community, we added a new action "New Request" on the Service Operations Workspace (picture 1) to allow to create requests from Catalog. This action is linked to the OOTB Service Catalog (picture 2).For that we added the code in picture 3 to th...
I can't seem to hide/disable the "Filter services by alerts" pane in the Service Operations Workspace. Tried ACLs on the alerts, events, and alert_history tables, but they don't seem to affect the behavior. Also looked to see if removing the pane al...
I want to generate a notification through the 'sys_notification' table, and I've successfully configured the trigger and content for the notification. However, upon clicking the notification, it currently redirects to the form in classic mode. My obj...
Hi All,I am looking any reference for out of the box reports/dashboards available in the Service Ops Workspace.Thank You,JD
Hi Folks , Our use case is , we have a file sitting in a SharePoint folder and its under Azure apps , we want to read the data of that file and then we need to get that data into ServiceNow and show it in a dashboard ,Like for example there is a num...
I'm trying to add the Checklist tab to the contextual side panel via the "Service Operations Workspace Admin Center".From Overview > Initial setup > Contextual side panel configuration, I select Checklist from the App routes list and click Activate, ...
We just had out Xanadu patch released in instance and afterwards we are getting issues of Service Desk agents not getting chats in inbox in Service Operations workspace. There are complaints of 1. Not getting chat notification on time.2. Not having t...
hello! i have a working ui action it works as needed (in back-office).i want to add my button ('reopen') to the SOW- to the relevant group. any ideas on how to do this?
Hi, Is there a way to monitor the utilization of Service Operations Workspace for number of agents using or no. of transactions performed via SOW? This will help in identifying and tracking the adoption rate of Service Operations Workspace against Cl...
I have a requirement to hide security incidents components in the landing page of agent workspace for a specific user. Is there a way to hide in such a way that won't affect globally. Or else is there a way that the user can personalize the agent wor...
