Service Operations Workspace - Add Additional Comments to Compose

[michaelzeev]

Hi all,

We're looking to add the Additional Comments journal field to the Compose section on the Service Operations Workspace for SCTASK records. Our intention is for fulfillers to be working out of SCTASK records, rather than the RITM, and it would be helpful for them to be able to communicate with customers.

I was able to enable the email composer through a dictionary entry (see screenshot), and I've added additional comments without issue to the Core UI form, but the Form Builder for Service Operations Workspace doesn't appear to have any way to edit the Compose section.

Has anyone else run into this issue? Is there an alternate approach I'm missing? Thanks in advance everyone!

[Sujatha V M]

@michaelzeev  Can you try the below steps and check if that works? 

If you had added to the Core UI, does it mean to default view? 

Service Operations Record view be like as below without "Additional Comments" journal field. 

Configure the form layout for the Service Operations Workspace view, 

RESULT: 

By adding the journal field on the respective view, 

For knowing the Email compose section details page. you may refer the link : https://www.servicenow.com/community/service-operations-workspace/service-operations-workspace-how-t...

[michaelzeev]

Hi Sujatha,

Thanks for the hints! So this does work, however it results in the journal fields being duplicated in the compose view and in the Details tab of the SOW UI.

I ended up duplicating the OOB behavior for Incident - move the journal fields to a new Notes section on the form, and then use a Client script to hide the notes section only in the "sow" view.

[Sujatha V M]

@michaelzeev  Please mark this as accepted it as a solution if this resolves your query as it might help others who are looking for the same.