How to update view in Service Operations Workspace?

[Lisa71]

How to update the view in the service operations workspace? E.g. I open Service Operations Workspace, open an incident, I will view the default OOB SOW incident view. If I create a new view in "workspace view rule" for my role, I can view the new role, however I always only have one view only, unlike in classic incident view, I can change view any time in the context menu, am I allowed to change view in SOW like in classic view? 

[Dan O Connor]

Hi @Lisa71 . Service Operations Workspace uses an already defined view, specified in the system. If you look at your Incident views you will see it, it is called Service Operations Workspace. There is also a 'New Record' view to show how the form appears when an agent creates a new record. 

There are no options in Service Operations Workspace to manually change views. You need to use view rules based on trigger conditions in the form to change the appearance. 

Service Operations Workspace should be very much considered a product. As in, the way it is shipped is the way it is intended to be used. You have the option obviously to tailor the form to your needs, but that should be done by updating the Service Operations Workspace view that already exists .

[Lisa71]

Thanks for the reply. 

The current problem is, I created one view for a specific role (create one item in workspace view rule), even I’m not a member of this role, I still see the specific view, not the OOB default view if I’m an admin. How to resolve this issue? (If I impersonate to a normal user instead of admin, I can see the OOB view).

[John Gilaspy1]

@Lisa71, It appears the "role" field on Workspace View Rules is not functioning correctly out-of-the-box. While creating different views for forms in the SOW is possible based on form field values, the assignment of a new view to a specific role cannot be accomplished. I've been told ServiceNow knows about the issue, but I don't know if a fix has been identified yet. Unfortunately, since the frameset functions currentView, getView, and switchView are not functional in Workspaces, client scripts are not an option, and the creation of a new Form Component may be the only solution at present.

[StefanoZ]

@John Gilaspy1 Are we still in the same situation? Did you found any other way to force a specific view on SOW for users with specific roles?