Announcements in Service Operations Workspace

[Marty2]

In Service Now Operation Workspace it is a really useful  to have announcements  for Priority 1 incidents to make our agents aware of what is happening with Major incidents, but sometimes we have scenarios where we have high priority incidents that we would like to publish to Service operations Workspace that may not be Major /Priority 1 incidents but still may have a significant impact on our service centre.

 Is there a way of publishing announcements to Service Operations Workspace for priority 2  and 3 incidents if required?

Thanks

Thanks

[Dr Atul G- LNG]

Hi @Marty2 

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-operation...

[Tamara11]

Hey Marty,

Those announcements pull from outages.   If you enter cmdb_ci_outage_list.list into the application navigator search, it'll open the list of outages. 

From there you could use the create new button to view the form and input fields and devise a means of creating outages automatically when an incident is whatever priority you configure it for.   Maybe a business rule?

Update:  Here we go:  looks like we need to learn about EVAM mappings.  I was able to use the information below to add our Service Portal Announcements to the SOW Announcements block and use conditions to control which ones to display there.
https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-operations-work...

[Sean Witt]

The link from @Tamara11 gets you to a good solution for what you are wanting to do; without making any changes to pages/variants in UI Builder, you can adjust the datasource conditions that control which records get displayed in the SOW Workspace as announcements.

A good overview is available on the ServiceNow Documentation site here. 

But the short summary is there is an Application Navigator module for Entity View Action Mapper (EVAM) > EVAM Definitions. From that list of EVAM Definitions, you can open the record for "SOW - Announcements". From that record you would open whichever datasource you want to modify; for your requirement this would be "SOW - Major Incidents":

So you can use whatever combination of incidents you want to include, accepted major incidents and/or priority 2-3 incidents too. This is configured on this record using the same condition builder used to filter elsewhere in ServiceNow (lists, reports, etc.). The full steps/details for defining a datasource are described on the product documentation site (see URL higher up in this message).

Sean