Need Help with Agent Workspace in ServiceNow

[karunyamd22]

Hi Community,

I’m building a Configurable Workspace for claims handling and need guidance on implementing the following behavior:

Use Case / Requirements

1. When an agent clicks the “Claim” tab, the respective Claim record (contextual to the case/session) should open in Form view.
2. Agent should be able to search for other Claims by selecting one of these fields from a dropdown and entering a value:
   • Claim number
   • OT number
   • Serial number
   • Partner Reference number
   • Order number
   • Order transaction
     (Search should be limited to these fields)
3. The search results should display in a List view.
4. When the agent clicks a result, the Claim record should open in a new tab within the same Workspace (not replacing the current tab).

Questions

• What is the recommended approach to implement this in UI Builder / Configurable Workspace?
• How can I:
  • Route the Claim tab to a Form view bound to the current Claim record?
  • Build a search dropdown limited to the fields above and execute a query (GlideQuery / Data Broker / Data Resource)?
  • Display list results and use an “Open in new tab” behavior for the selected record (e.g., OpenRecord + tab routing)?
• Are there any best practices or out-of-the-box components to handle:
  • Restricted field search
  • Opening records in new Workspace tabs
  • Managing context across tabs (to avoid losing the initial Claim)

Thanks in advance!

#Configurable Workspace, UI Builder, Now Experience, List, Form, Routing, OpenRecord, Scripting