Web Embeddables component events

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Web Embeddables component events

    Web Embeddables component events enable ServiceNow customers to track user interactions and component state changes on third-party websites where these components are embedded. These events provide actionable insights into user behavior and component performance, allowing for better integration monitoring and user experience optimization.

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    Key Features

    • Component Ready Events: Triggered when a component fully loads and is ready for user interaction, useful for confirming successful initialization.
    • Component Error Events: Triggered when errors occur during component initialization, data loading, or due to connectivity issues, aiding in troubleshooting.
    • User Interaction Events: Include selections of records, filters, searches, button clicks (primary and secondary), and navigation actions that provide detailed tracking of end-user activities.
    • State Change Events: For playbook activities and stages, these events track changes in status (e.g., from 'Not Started' to 'In Progress'), enabling monitoring of workflow progress.
    • Record Creation and Failure Events: Indicate success or failure when creating case records, catalog item requests, or playbook intake records, helping identify validation or system issues.
    • Specialized Events: Such as star rating and language selection in Knowledge Article views, or hierarchical node expansion/collapse in Object Lists, which enhance detailed user behavior tracking.

    Key Outcomes

    • Customers can reliably detect when embedded components are fully operational or encounter issues, improving reliability monitoring.
    • Tracking user interactions like record selections, filters, and searches enables better analysis of user engagement and component usage patterns.
    • Monitoring playbook activities and stages helps ensure process adherence and timely progress updates within embedded workflows.
    • Events signaling success or failure in record creation assist in quickly identifying and resolving validation or system errors.
    • Enhanced tracking of Knowledge Article interactions and object list navigation supports improved content relevance and data presentation on third-party sites.

    Events that Web Embeddables components trigger to track user interactions and component state changes on your third-party websites.

    Table 1. Case list event details
    Event name Description
    [WE] Case List - Component Ready Triggers when the Case list macroponent has fully loaded and is ready for user interaction.
    [WE] Case List - Component Error Triggers when the Case list macroponent encounters an error during initialization or data loading or internet error.
    [WE] Case List- Record Selected Triggers when a user selects a record in the case list component.
    [WE] Case List - Filter Applied Triggers when a user applies a filter to the case list records.
    [WE] Case List - Search Applied Triggers when a user performs a search within the case list.
    Table 2. Case view event details
    Event name Description
    [WE] Case View - Component Ready Triggers when the Case view macroponent has fully loaded and is ready for user interaction.
    [WE] Case View - Component Error Triggers when the Case view macroponent encounters an error during initialization or data loading or internet error.
    [WE] Case View - Comment Added Triggers when a user adds a comment or work note to the case record.
    [WE] Case View - Playbook Activity Selected Triggers when a user selects a specific activity within a playbook.
    [WE] Case View - Playbook Stage Selected Triggers when a user selects or navigates to a specific stage within a playbook.
    [WE] Case View - Playbook Activity State Changed Triggered when the state of a playbook activity changes for example, from 'Not Started' to 'In Progress' or 'Completed'.
    [WE] Case View - Related List Filter Applied Triggers when a user applies a filter to a related list within the case view.
    [WE] Case View - Playbook Interaction Triggers when a user interacts with any playbook element in the case view.
    [WE] Case View - Related List Record Selected Triggered when a user selects a record from a related list within the case view.
    Table 3. Case create event details
    Event name Description
    [WE] Case Create - Component Ready Triggers when the Case create macroponent has fully loaded and is ready for user input.
    [WE] Case Create - Component Error Triggers when the Case create macroponent encounters an error during initialization or internet error.
    [WE] Case Create - Record Creation Succeeded Triggers when a new case record is successfully created.
    [WE] Case Create - Record Creation Failed Triggers when an attempt to create a case record fails due to validation errors or system issues.
    [WE] Case Create - Primary Button Selected Triggers when the user selects the primary action button after the case creation
    [WE] Case Create - Secondary Button Selected Triggers when the user selects a secondary action button after the case creation
    Table 4. Catalog item event details
    Event name Description
    [WE] Catalog Item - Component Ready Triggers when the Catalog item macroponent has fully loaded and is ready for user interaction.
    [WE] Catalog Item - Component Error Triggers when the Catalog item macroponent encounters an error during initialization or data loading or internet error.
    [WE] Catalog Item - Record Creation Succeeded Triggers when a catalog item request is successfully submitted.
    [WE] Catalog Item - Record Creation Failed Triggers when submitting a catalog item request fails due to validation errors or system issues.
    [WE] Catalog Item - Primary Button Selected Triggers when the user selects the primary action button after creation.
    [WE] Catalog Item - Secondary Button Selected Triggers when the user selects a secondary action button after creation.
    Table 5. Knowledge article view event details
    Event name Description
    [WE] Knowledge Article View - Component Ready Triggers when the Knowledge article view macroponent has fully loaded and is ready for user interaction.
    [WE] Knowledge Article View - Component Error Triggers when the Knowledge article view macroponent encounters an error during initialization or data loading or internet error.
    [WE] Knowledge Article View - Language Selected Triggers when a user selects a different language version of the knowledge article.
    [WE] Knowledge Article View - Star Rated Article Triggers when a user provides a star rating for the knowledge article.
    [WE] Knowledge Article View - Link selected Triggers when a user selects a hyperlink within the knowledge article content.
    [WE] Knowledge Article View - Helpful Question Selected Triggers when any link in the notification is selected. In scenario of Latest version of the article available link
    Table 6. Playbook intake event details
    Event name Description
    [WE] Playbook Intake - Component Ready Triggers when the Playbook intake macroponent has fully loaded and is ready for user interaction.
    [WE] Playbook Intake - Component Error Triggers when the Playbook intake macroponent encounters an error during initialization or internet error.
    [WE] Playbook Intake - Record Creation Succeeded Triggers when a record created through the playbook intake process is successfully saved.
    [WE] Playbook Intake - Activity Selected Triggers when a user selects a specific activity within the playbook intake flow.
    [WE] Playbook Intake - Stage Selected Triggers when a user navigates to or selects a specific stage in the playbook intake process.
    [WE] Playbook Intake - Playbook Interaction Triggers when a user interacts with any element within the playbook intake interface.
    [WE] Playbook Intake - Primary Button Selected Triggers when the user selects the primary action button in the playbook intake
    [WE] Playbook Intake - Secondary Button Selected Triggers when the user selects a secondary action button in the playbook intake
    Table 7. Object list event details
    Event name Description
    [WE] Object List - Component Ready Triggers when the Object list macroponent has fully loaded and is ready for user interaction.
    [WE] Object List - Component Error Triggers when the Object list macroponent encounters an error during initialization or data loading or internet error.
    [WE] Object List - Record Selected Triggers when a user selects a specific record from the object list.
    [WE] Object List - Filter Applied Triggers when a user applies a filter within the object list.
    [WE] Object List - Search Applied Triggers when a user performs a search within the object list.
    [WE] Object List - Pagination Navigated Triggers when a user navigates to a different page of results.
    [WE] Object List - Hierarchical List Expanded Collapsed Triggers when a user expands or collapses a hierarchical node in the object list (for tree-structured data).
    [WE] Object List - Footer Link Selected Triggers when a user selects a link in the footer of the object list, for example, View All.