Problem Statement
ServiceNow Workspaces are isolated by design, making it impossible to directly navigate to pages in other workspaces. Developers duplicate UI components, wasting time and creating maintenance nightmares.
Solution:
1.Recently I Worked on Communicate Tab in CSM Workspace actually Communicate Tab is Configured for Major Incident in SOW i.e,., it is visible only when the Incident is either promoted or accepted as Major Incident.But this Communicate Tab is coming from the page collection named as SOW-Record Tabs Middle.
2.Communicate is a page variant in that page collection. Page Collections are something we will use them in any Workspaces.
3.Here , what my requirement is to get the Communicate Tab on the CSM Workspace on the Case
4.To achieve that what i did is the Duplicated the Communicate page variant in SOW-Record Tabs Middle page collection and add conditions for that newly duplicated page like table name as Case and sysId is not equal to -1 and used that Page collection in the Record Page in CSM Workspace.
5.With that We can get the Communicate Tab on the Case form in CSM Workspace but the thing is We didn't achieve the complete functionality of the communication tab in the CSM.
6.It will be appear like above, if we click on Compose Button it will open the draft email record with recipients auto-populated from the Communication Plan Definition. But in CSM the page which is appear after clicking on the Compose is not present.
7.Here if we observe the URL it will be like
a./now/cwf/agent/=>represents the CSM Workspace
b./record =>represents the record and the next 2 parameters are the tableName and sysID of the current record
c./params => represents the Optional Parameters and the next 2 parameters are the Optional Parameters
d./sub => represents the another page in the workspace which is opened as subpage for the current record
and those page name is task-comm
8.But this page is not present in the CSM Workspace, it is present in the SOW. What we need to do is Open the table named as sys_ux_app_config and search for Service Operations Workspace Record . There is a related list called UX App Routes ,here search for Multi Channel task communication
9.Open that record and change the app configuration to the CSM/FSM Configurable Workspace App Config
and click on Insert and Stay.
Result:
Now we will see the functionality of the communication tab is working as same how it works in SOW.Finally, this is the simplest way so that we can Use the pages from One Workspace to another workspace without customising UI components, wasting time and creating maintenance nightmares.
