Custom field on Compose tab in Agent Workspace

[Erik Kovacs1]

Hello dear Community,

Our client's Case Management process requires Agents to provide an update type for any updates they do to a Case. We have supported this functionality by adding a select box with the update types. In the IT Expert Interface this is easily accessible above the Work Notes and Comments section on the Notes tab on the Case form.

However we are struggling to provide a similar experience in Agent Workspace, where the field shows up under the Notes grouping in the leftmost Details tab (see attached picture 1.). We would wish to add this field to the middle tab labelled Compose (see attached picture 2.) to provide a similar UI as in the IT Expert Interface, however we have not found any way in the documentation to manipulate this section. Is this even possible? Any assistance or advice would be greatly appreciated.

Thank you,

Erik

[Nitin_NOW]

Have you tried to configure the form layout and dragged the field right above the Work notes and save it? 

If I understand your issue correctly, I think it is related to Form design unless if this is something else.

Please hit correct if this resolves your issue.

Thanks

Nitin

[Erik Kovacs1 · Accepted solution]

Hi everybody,

It has been confirmed earlier by HI Support that this cannot be achieved. Please see the below excerpt for additional details:

Compose tab is only a means to communicate with customer. We can't add additional fields here. This shows the field changes. It's not really a section that can be configured.
Here is the direct link to documentation that explains the same :
https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/task/configure-form-layout-AW.html

Thanks for the replies,

Erik