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...
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...
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...
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. ...
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 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 ...
Often, we need to configure a document template for a table and generate a PDF file to attach to the target record using server-side scripting. Here's how you can generate and attach the document template file to the target record. This works in both...
In this article, we will see how to configure a custom icon on the sidebar panel of the Service Operations Workspace landing page. Navigate to Experiences -> and select “Service Operations Workspace” from UX Applications. Make sure the “...
Hello Community, In this post, I have consolidated the links containing list of customizations done on Service Operations Workspace. Service Operations Workspace – How to clone the landing page? Service Operations Workspace - How to add a VIP ...
In this article, we will see how to configure the "SLAs and Timings" section under Record Information tab. Configure the SLA timer to determine which task SLA must be displayed as part of the timer component. Navigate to All > Service Level Manage...
Often, we need to add a Watch list to the standard ticket configuration. However, out-of-the-box (OOB) this isn't allowed due to the business rule "Allow only whitelist fields for Header" Since this business rule is read-only, we cannot disable it. A...
In this article, we will see how to hide the email section on the Compose pane of the Service Operations Workspace landing page. On observation in Service Operations Workspace, the email section gets displayed when the record is put “On Hold” with...
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 we can "Edit" the overview section on a change record. By default, the section provides the below details and it differs based on the state of the record. Lets consider the change record which is in "New" state,...
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...
Hi Everyone, My name is Eric, and I’m a Product Manager here at ServiceNow. I’m reaching out today to ask for your guidance. I’m currently working to create a short new document that communicates what Service Operations Workspace does, and the v...
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...
LisaLatour
ServiceNow
Steph Morillo
