Show Record Information when creating a new Incident in the Service Operation Workspace Sidebar

[Nimeku]

Hi all,

I'm currently working on customizing the Service Operations Workspace (SOW) in the UI Builder and ran into a challenge.

Use Case:

When creating a new Incident record in SOW, I would like the Record Information Sidebar (shown on the right-hand side) to automatically update as soon as the Caller (caller_id) field is populated or changed.

This behavior works out-of-the-box for Interaction records — as soon as the Caller (Opened for) is selected, the Record Information Subpage in the Sidebar refreshes automatically and displays the correct user details, when creating new record.

However, for Incident records, this automatic refresh/update does not happen when selecting a Caller. I noticed in the console that for creating a new Interaction a "refresh pipeline is being dispatched", when the "Opened for" field is populated/updated. For the Incident case this does not happen. Where does this come from? 

Any idea how you can implement this?

Thanks in advance.

[Dr Atul G- LNG]

Hi @Nimeku 

I would suggest not changing this, as it’s by design and provided by ServiceNow. If you need to make changes, you should go to the UI Builder and work on the Incident record SNC page. You might want to check this video to understand how it’s configured, and then make changes if possible.

https://youtu.be/7TOdfHdpLUg?si=MW5zsLiYhUyOJwjz