Saura Sambit
Tera Expert

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 becomes essential and the need to create Change Requests from cases arise.

 

In this article, we will learn the process of migrating the Change Model page from the Service Operations Workspace (SOW) to the CSM/FSM Configurable Workspace. This migration will enable us to leverage the advanced features and configurability of the CSM/FSM environment, ultimately improving service delivery and operational efficiency.

 

Existing functionality

 

OOB Change model page in SOW

 

Below is how the out-of-box change model page looks in the Service Operations Workspace. It acts as an interceptor every time we attempt to create a new change request to help us select the type from the available list. https://instance.service-now.com/now/sow/create-change-request-page

 

sow_change_request_page.png

 

OOB Change creation in CSM workspace

 

As the CSM configurable workspace is primarily meant to deal with customer cases OOB, when we want to raise a change request, it simply opens a blank change request form without the fancy interceptor. And if we try to force open the 'create-change-request-page' URI, it simply shows a Page not found error. https://instance.service-now.com/now/cwf/agent/create-change-request-page

 

cfw_change_request_page_not_found.png

 

Configuration steps

 

Follow the steps listed below to make the 'create-change-request-page' available in the CSM workspace. Working with UI builder can become really overwhelming, the rule to follow here is - every configuration within ServiceNow is just a record in some table.

 

Pre-requisites

 

  • Plugins required - Service Operations Workspace, CSM/FSM Configurable Workspace
  • Role required - admin

 

Duplicate the existing page

 

  1. Set the application scope to 'CSM Configurable Workspace'.
  2. Navigate to UI builder.
  3. From the 'Experiences' list, look for and open the 'Service Operations Workspace' record. https://instance.service-now.com/now/builder/ui/experience/aa881cad73c4301045216238edf6a716

 

ui_builder_sow.png

 

       4. Under the 'Pages and variants' list, look for and open the 'Create Change Request Page'. Notice that the page is read-only.

 

ui_builder_change_request_page_sow.png

 

       5. Use the hamburger menu present at the top left corner to create a duplicate of this OOB page.

 

ui_builder_duplicate_variant_option.png

 

       6. Give the page variant a desired name and create it.

 

ui_builder_duplicate_variant_form.png

 

       7. The new variant will be ready in a few seconds and open up on your screen. Notice that the page is now editable. Keep this tab open, we will have to come back to it.

       8. OOB, when we duplicate a variant it gets duplicated within the same experience, in this case, the new variant got created inside the Service Operations Workspace.

 

ui_builder_csm_change_request_page.png

 

       9. Now that we have the variant available, it's just a matter of moving and linking it to the CSM/FSM Workspace experience.

       10. From the native UI, navigate to the 'sys_ux_screen_type' table and open the new record form. Fill in the desired name and save the record.

 

ux_screen_collection.png

 

ux_app_route.png

 

       11. From the related list 'UX App Route', create a new record with these values filled in and Submit.

 

ux_app_route_record.png

 

       12. Go back to the UI builder tab from Step 7. From the hamburger menu at the top left, under 'Developer' click on 'Open variant record'.

 

ui_builder_open_variant_record.png

 

       13. A record from the table 'sys_ux_screen' will open up. On this form we have to modify two values - 'Screen Collection' and 'App Configuration'.

       14. In the 'Screen Collection' field, select the screen record that we created in Step 10. Do not save the record yet.

 

ux_screen_collection_update.png

 

       15. Scroll all the way to the bottom of the record, and in the 'App Configuration' field, select 'CSM/FSM Configurable Workspace App Config'. Save the record.

 

ux_screen_app_update.png

 

       16. Clean the cache with 'cache.do'.

 

Verify your configuration

 

If all the 16 steps have been followed accurately, the 'create-change-request-page' will successfully render in the CSM/FSM workspace.

 

https://instance.service-now.com/now/cwf/agent/create-change-request-page

 

cfw_change_request_page_found.png

 

If the page is still not visible, backtrack on the mentioned steps and verify whether all of them were executed correctly, else we can always start from the scratch.

 

Next steps

 

The page URI can now be linked to UI actions (declarative actions) to trigger change request creation from various sections of the workspace.

Comments
priyanka149
Tera Contributor

Hi, @Saura Sambit. Thanks for the article. I tried it on our instance and successfully replicated the page. But unable to link it to the declarative actions like from the new button on the change requests list page on the CSM workspace. Could you please help me with this?

joek
Tera Expert

Hi @Saura Sambit 
thanks for the article. 
Can you explain why it is necessary to clone the page? Isn't it enough to create a new UX App Route + UI Actions?

 

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Last update:
‎06-21-2024 09:11 PM
Updated by:
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