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,...
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 ...
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...
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 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, 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...
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...
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...
Overview This article provides links to great "getting started" information for Service Operations Workspace. Contents: Introductory VideosRecommended training 1. Introductory Videos Service Operations Workspace Adoption Series This series of ...
The Service Operations Workspace Adoption Series is a 4 part program that walks you through understanding what is possible with Service Operations Workspace and then provides guidance for planning, implementation, and migration. Session 1 - Art...
Learn how to configure the ServiceNow Major Incident Management application, including supporting integrations to collaboration tools. Click here to learn more.
The Service Operations Workspace (SOW) on demand bootcamp is designed to equip implementers with the skills to carry out the most common configurations and customisations requested to maximise benefit provided by SOW. This is a highly recommended o...
Join us for a walkthrough of the Agent Workspace to Service Operations Workspace migration utility. This session will showcase how the automated migration process simplifies your transition and prepares you to take advantage of the latest ITSM inn...
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...
In this session, we’ll explore key resources to support the configuration and implementation of Statements of Work (SOW). Learn how to accelerate customer adoption using the SOW Admin Center, including a walkthrough of our newly released Guided Se...
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 “...
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 Maj...
We look forward to seeing you at our 2025 ITSM Service Operations Workspace events! Check out the links to register and please be sure to bookmark this page as we will be updating the list regularly. UPCOMING EVENTS: DateEvent TypeTitle/Descripti...
ServiceNow
Lisa Latour
Steph Morillo
