Making Changes to the Interaction Form

JaronS
Tera Contributor

‎07-15-2024 11:04 AM

Hello!

 

I'm looking to make changes to the Interaction form for our IT team and having trouble figuring out where I can go to implement these changes.

 

I have pulled up the Form Section, and some of the fields from the Interaction table will show up, and other things will not. So questions I have are:

- What is controlling the view when the type of interaction is selected within the SOW view? Same for it's under the Global scope? Are these under UI Policy?
Screenshot 2024-07-15 at 1.49.46 PM.pngScreenshot 2024-07-15 at 1.48.57 PM.pngScreenshot 2024-07-15 at 1.49.02 PM.png

- I'm in the Form Section for Interaction with view for Service Operations Workspace. However, whenever I add a new element calling a column_name from the Interaction table, it doesn't always show. I think it's due to different types of interaction (i.e. chat, phone, walk-up, etc). 

 

Hoping some guidance could be provided on where I could try looking into.


Thank you!

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2 REPLIES 2

AnirudhKumar
Mega Sage
Mega Sage

‎07-15-2024 12:40 PM

Maybe try identifying what view the form displays on the workspace.

Its most probably the Default view.

That means, any changes made on the Default view (on the backend) would reflect on the workspace.

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Sumanth16
Kilo Patron

‎07-15-2024 12:53 PM

Hi @JaronS , 

 

Please refer to below article:

 

https://www.servicenow.com/community/now-platform-blog/how-to-modify-form-layouts-in-service-operati...

 

Please mark it as helpful (or) correct if it resolved your issue.

 

Thanks & Regards,
Sumanth Meda

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