UI Layouts

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of UI Layouts

    UI Layouts define the properties and components used to render activities as cards within the Playbook Experience in ServiceNow. When creating an activity definition, you must select a UI Layout, which controls the sections and fields visible during configuration and runtime. Playbooks include several default UI Layout options, each tailored to different activity types and user interactions.

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    Key UI Layouts and Their Configurations

    • Create Record: Enables configuration of associated records, record details, form views, attachments, and features like SLA, checklist, and automation flags. It is used for activities that create records during playbook execution.
    • Questionnaire: Similar to Create Record but focused on form-based input, including associated records, record details, forms, attachments, and features.
    • Instructional: Designed for informational activities with fields for associated records, record details, footer, and automation flag.
    • Knowledge: Tailored for knowledge-related activities, showing associated records, knowledge tables, record details, footer, and automation flag.
    • List: Displays lists of records with associated record info, record details, list-specific configurations like columns and row counts, and automation flag.
    • Record: Provides comprehensive record interaction with associated records, detailed record fields, forms, attachments, and features including SLA, checklist, and automation.
    • Record generator: Automatically creates a record during runtime and redirects users to it. Configuration includes template fields, process definitions, associated tables, and form views.
    • Guided Decision (requires App Engine or CSM subscription): Supports decision tree-based workflows with fields for decision tree execution and related tasks.

    Practical Use for ServiceNow Customers

    Selecting the appropriate UI Layout when defining activities ensures that the Playbook Experience aligns with your business processes and user needs. Each layout offers specific sections and configuration options that affect how data is collected, displayed, and interacted with during playbook execution. For example, use the Create Record layout for activities that involve creating new records and the Questionnaire layout for form-based data collection.

    Configurations made in the Activity Experience section of the activity definition are reflected in real-time within running playbooks, allowing you to tailor the user interface to your operational requirements.

    Additional Notes

    • All UI Layouts except Record generator include an Associated Record section.
    • The Guided Decision UI Layout requires additional subscriptions and enables advanced workflows via decision trees.
    • Editing Associated Record settings and other fields is done within the Activity Experience section when creating or modifying activity definitions.

    A UI Layout describes what properties and components to use when an activity renders as a card in a Playbook Experience.

    When creating an activity definition, you must select an UI Layout to associate your activity definition with. Playbooks come with the following UI Layouts that are available in your instance by default:
    • Create Record
    • Questionnaire
    • Instructional
    • Knowledge
    • List
    • Record
    • Record generator
    Depending on the UI Layout associated with the activity, different sections and fields appear under the activity definition's Activity Experience. These sections and fields let you set up the activity data that renders during the runtime Playbook Experience.
    Note:
    All UI Layouts, except for Record generator, display an Associated Record section. For information on how to set up or edit the Associated Record section in an activity definition, see Create an activity definition.

    Create Record

    If you choose the Create Record UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Details
    Displays the following fields:
    • Tagline
    • Icon
    • Title
    • Description
    • Pending State Title
    • Pending State Description
    • Record fields
    • Footer
    Form
    Displays the following fields:
    • Form View
    • Form fields
    • Template Fields
    Attachments
    Displays the following fields:
    • Attachment source
    • Attachments read only
    Features
    Displays the following fields:
    • Show SLA
    • Show Checklist
    • Is Automated
    The Create Record activity that comes with the application uses this UI Layout.
    Figure 1. In an activity definition
    In Workflow Studio, the fields are configured on the UI Layouts tab of the side panel:
    Figure 2. In Workflow Studio
    In a running playbook, your configurations are reflected:
    Figure 3. In a running playbook

    Questionnaire

    If you choose the Questionnaire UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Details
    Displays the following fields:
    • Tagline
    • Icon
    • Title
    • Description
    • Pending State Title
    • Pending State Description
    • Record fields
    • Footer
    Form
    Displays the following fields:
    • Form View
    • Form fields
    Attachments
    Displays the following fields:
    • Attachment source
    • Attachments read only
    Features
    Displays the following fields:
    • Show SLA
    • Show Checklist
    • Is Automated

    Instructional

    If you choose the Instructional UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Details
    Displays the following fields:
    • Tagline
    • Icon
    • Title
    • Description
    • Footer
    Features
    Displays the following field: Is Automated

    Knowledge

    If you choose the Knowledge UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Knowledge
    Displays the following fields:
    • Knowledge Table
    • Knowledge Record
    Details
    Displays the following fields:
    • Title
    • Footer
    Features
    Displays the following field: Is Automated

    List

    If you choose the List UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Details
    Displays the following fields:
    • Tagline
    • Icon
    • Title
    • Description
    • Record fields
    List Details
    Displays the following fields:
    • List Title
    • Table
    • List Query
    • UI View
    • Columns
    • Max Columns
    • Row Count
    Features
    Displays the following field: Is Automated

    Record

    If you choose the Record UI Layout, the following sections appear in the Activity Experience section for your activity definition:

    Associated Record
    Displays the following fields:
    • Associated table
    • Associated record
    • Experience Status Table
    • Experience Status Record
    Details
    Displays the following fields:
    • Tagline
    • Icon
    • Title
    • Description
    • Pending State Title
    • Pending State Description
    • Record fields
    • Footer
    Form
    Displays the following fields:
    • Form View
    • Form fields
    Attachments
    Displays the following fields:
    • Attachment source
    • Attachments read only
    Features
    Displays the following fields:
    • Show SLA
    • Show Checklist
    • Is Automated

    Record generator

    Activities with a Record generator UI Layout create a record during runtime, and redirect users to the record. For example, in this activity, after an agent selects the Continue button, a record is created and they are taken to that new record.
    Record generator activity during runtime
    If you choose the Record generator UI Layout, the following sections appear in the Activity Experience section for your activity definition:
    • Template Fields
    • Process Definition Scoped Name
    • Associated Table
    • Form View

    Guided Decision

    Note:
    The Guided Decision UI Layout is available with a subscription to App Engine or Customer Service Management (CSM). For more information on how to enable this activity for use in Playbooks, see Activate Playbooks for Customer Service Management (CSM).
    If you choose the Guided Decision UI Layout, the following fields appear in the Activity Experience section for your activity definition:
    • Decision Tree Execution
    • Decision Tree