Native UI populates First Reported by Incident but Not in Workspace

[Prathamesh Cha1]

Hi Team,

We are creating problem from Incident. are here Problem is there in the related list of incident.

In native UI when we click on new problem in the related list of Incident we see reported by getting populated but when we try doing same thing from Workspace it didn't work as the same. first reported does not get populated in workspace when click on new problem from Incident.

As you can see Incident got populated in first reported by but in workspace does not work the same.

I check BR, client scripts, UI policies is there any specific field for which I need to check

Thanks,

BR

[Anil Nemmikanti]

Hi @Prathamesh Cha1 ,

The UI actions in Workspace view can have different logic than of native, did you open and check the Create Problem record UI action?

[Prathamesh Cha1]

Hi @Anil Nemmikanti ,

we are using button called New  to create Problem in Native and Workspace both, you can refer the snapshot I have attahced.

[Anil Nemmikanti]

Hi @Prathamesh Cha1 ,

yes both are different buttons, and you are able to get the opened by from native is because of the filter which is added  on the related list but on the workspace it is completely "New" button to just create the new record. I believe even if it is possible it would be customization. 


And I suggest for workspace create a new button dedicated to the table and write whatever logic is required. 

To hide the  existing "New" button in a workspace's related list in ServiceNow, you need to configure an action exclusion. This can be done by navigating to "Workspace Experience > Actions & Components > Related List Actions," filtering for the "New" button, and adding an exclusion for the specific table you want to hide it on. 

Detailed Steps:

1. 1. Navigate to Related List Actions:

   In the Application Navigator, go to Workspace Experience > Actions & Components > Related List Actions.
2. 2. Filter for "New" button:

   Apply a filter to find the "New" button action. Use the following filter criteria:

   • Action label: is New
   • Table: is Global.
3. 3. Open the Action Assignment Record:

   Open the record for the "New" button action (it should be a sys_declarative_action_assignment record).
4. 4. Switch to the correct Application (if needed):

   The "New" button exclusion will only appear within the "Global" application context.
5. 5. Add Action Exclusion:

   • Click the "New" button in the "Action Exclusions" related list (or if it's already there, open it).
   • Table: Select the table for which you want to hide the "New" button.
   • Exclude this table: Check the box to exclude the selected table.
   • Exclude all child-tables (optional): If you want to hide the button for all child tables of the selected table, check this box as well.
6. 6. Save the record:

   Save the sys_declarative_action_assignment record.

[Jamie Ang]

Hi Prathamesh,

Did you manage to find the fix for this? I've confirmed First Reported By field is not populating in CSM and SOW workspace too when New is clicked from related record, but is populating correctly if raised in CoreUI.