The Service Operations Workspace is a comprehensive environment tailored for IT service management. However, for organisations that are more inclined towards customer service operations, versatile workspace like the CSM/FSM Configurable Workspace bec...
In this article, we will see how to edit the preview pane on the list view of the workspace. In Service Operations Workspace, on the incident list view, select the record(s) and click on the “Edit” button. The Edit preview pane lists all the fiel...
In this article, we will see how to move a related list from the "Related Records" tab for a change record. Note: The process remains the same for other record types. Kindly check the application scope. Navigate to Script Includes [sys_script_inc...
In this article, we will see how to add/edit the fields on the record header. In Application navigator, search for "Workspace Form Headers" and search for the respective table to add/edit the fields. In this article lets consider 'Chang...
Many a times there is a requirement to add some css to variable label such as making bold. I am sharing sample script for the same, you can enhance it as per your requirement. You can use this catalog client script onLoad and make the Label variable ...
In this article, we will see how we can modify the parameters of request record information section. By default, the section provides the below details, Now let's hide the "Price" parameter on this card. Navigate to the Data Broker Server Script [...
Highlighting Values in ServiceNow Workspace: A Quick Guide In the ServiceNow Workspace view, highlighting specific field values can be challenging because the workspace interface doesn’t display the same icons or visual cues available in the traditi...
Many a times there is a need to add some delay in your script in server side. Below script will work in both global + scoped app. The value passed is duration value. I passed 10 seconds in duration format. It can be customized as per your requirement...
Welcome to ServiceNow® Service Operations Workspace Are you ready to start your Service Operations Workspace implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key ...
Often, we need to send only the latest attachment via email. However, using the "Include attachment" checkbox in notifications sends all attachments, making it impossible to send just the latest or a specific attachment. To address this, follow these...
Hi everyone! I ran into a problem that I didn’t see covered anywhere else, so I wanted to share a practical solution that might help others too. In short: When a user triggers an operation by using the classic UI Action, that takes more time, Wor...
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
Often, there's a need to copy attachments from a record producer's attachment variable to the target record. Unfortunately, there's no direct out-of-the-box solution for this in ServiceNow. However, you can achieve this by using the record producer s...
Many a times there is a requirement to show UI page and take input from user and update the current record. This can be handled using an UI page which gets invoked from UI action. Something similar below, please enhance it as per your requirement. HT...
Live On ServiceNow: Service Operations Workspace Academy Series Are you ready to take your Service Operations Workspace (SOW) skills to the next level? The SOW Academy Series is designed to showcase best practices for configuring SOW features, help...
Kick off the SOW Adoption Series with a dynamic look into the "Art of the Possible." This session features a comprehensive, end-to-end demo of a day in the life of a Service Desk Agent—showcasing how the SOW Landing Page, On-Call Scheduling, and M...
Service Operations Workspace (SOW) is a modern, multi-threaded user experience meant to bring together the primary applications and data sources that your Service Desk Agents and resolver groups (Tiers 2 and 3) need to support, maintain and deliver I...
Many times, we come across requirements where the “Create Shift” button needs to be hidden from the Schedules tab within the Service Operations Workspace. Since this is handled through the UI Builder, a few carefully applied configuration changes ...
In this article, we will see how to configure "List Applicability" on service operation workspace lists. By doing this, you can achieve hiding a specific list for a user, group, roles, companies, location or department or use scripting as well. ...
In this article, we will see how to hide/show the "Email" section in the Compose pane for some states. For hiding the "Email" section permanently, please follow this link : Service Operations Workspace – How to hide the “Email” section in Compose ...
LisaLatour
ServiceNow
Steph Morillo
