Hi @Erik Ryan,

 

Thank you for this excellent guide.  I read through it but I can't find my use case in it and wondering if you have any thoughts.

I am attempting to enable the Response Templates button (which brings up the feature that used to be called Templated Snippets) in the Contextual Side Bar, in the OOTB CSM/FSM Configurable Workspace, which is in the CSM Configurable Workspace scope, for my Case Type which is an inheritance off of sn_customerservice_case, and in its own custom scope.

Do you have any thoughts on best practises to do this?  I can either edit the existing "Response Template Screen" UX Screen (sys_ux_screen) record (sys_id = 8b7f80f553c3101043d7ddeeff7b12e8) and change the Screen Condition from:

parent.table=sn_customerservice_case

to:

parent.table=sn_customerservice_case^ORparent_table=x_mycustomscope_mycustomtable

For the above, I do not know if ServiceNow intends for customers to change this OOTB UX Screen record to include our custom tables, since this record would need to be modified within the CSM Configurable Workspace scope, in an Update Set as this scope is not editable within Studio. 

Or, I can create a new UX Screen, potentially within my custom scope, which sets my Screen Condition to point to my custom table name.  Putting this new record in my custom scope may cause cross-scope permissions issues or force me to create duplicates of additional components (Screen Applicabilities, Table Configuration, Contextual Side Panel action assignments, etc. etc.) that might not otherwise be needed.

Do you have any thoughts on the best practise for enabling this Response Templates button on the OOTB CSM/FSM Configurable Workspace, for my Case Type which is in its own scope?

 

Thank you in advance!