Servicenow agent workspace customization I tried out all the available community articles around this area, but unfortunately, nothing worked. The workspace is in the global scope and these are the current table configurations: Summary Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. We are thrilled to present a revamped HR agent configurable workspace built on the Next experience. Can anyone please let me know how to configure this in workspace? Thanks in advance! Oct 10, 2024 · The UI Builder for Agent Workspace for HR Case Management will be used to add additional containers and the drill down on the data. Now, when I open a report it is not opening in the same tab yet rendering into a new tab. Can someone help me, how to clone it and modify it according to requirement? Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. Feb 14, 2023 · Center of Excellence / Workspace Helpful Articles Articles to help you get started with workspaces, learn more about the workspaces we create to transform your agent experience, basics on configuring workspaces, and more. If you want to create your own custom Aug 3, 2022 · Whenever a record is open and perform below actions in custom agent workspace but not on console I need to get Info message / some popup message like "RECORD IS UPDATED" if user updates a record on click of UPDATE button. In the Activate <Component name>? dialog, click the Activate button. Not because it’s a competition. Customize the Virtual Agent bot with your own company logo and avatar on the embedded Virtual Agent web client in an external web page. I need reports The timeline ribbon cannot loading on agent workspace after setup new Ribbon record on Agent Workspace Form. If it is customisable workspace created via UI Builder or App Engine Studio, follow Configuring Agent Assist in UI Builder KB instead. I've gone through the UI Builder Fundamentals and various Oct 21, 2022 · Hi Community, When we open a Email of a record in Agent/CSM Workspace, I am able to see Reply/Reply All/Forward options and i can send a reply to that email immediately. How can we display? Please review the following screenshot. Any idea what I am missing? Aug 25, 2023 · Generally, this is done outside of ServiceNow and requires the agent to continually shuffle between the ServiceNow instance and the third-party platform. We plan to address these styling limitations in a future release. Horizon empowers ServiceNow creators to quickly design intuitive and innovative experiences for the enterprise. { "contextual":[ "record" ], "ne May 12, 2022 · To customise the form for Service Operations Workspace you need to change your application scope to the appropriate application for that table. May 30, 2024 · Hi, On the landing page that is the Home page of Agent workspace for HR case management, we have few oob dashboards and reports. This article will help you understand on how to change the list view for a related list in Agent Workspace. glide. Click the Save button then put the page into production by clicking the Activate button. Key Features A modernized visual design language A simplified, u Nov 23, 2022 · Hi, there is OOB Configurable Workspace that is ready-to-use with the Inbox of Advanced Work Assignment. I would advise using or moving to the Configurable Workspace i Instructions Before following this guide please confirm what type of workspace Agent Assist needs to be setup for. Please review this documentation to set up custom actions on record fields in Workspace. and i cannot see any Oct 8, 2024 · Agent Workspace is a tailored environment in ServiceNow designed to streamline work for agents handling tasks like incidents, cases, or requests. Mar 23, 2023 · Hello Team, When I am trying to open the list view by clicking the report widget on the workspace I am not able to load the list view for the Unassigned Cases. You can grant access to workspace for specific role users by creating the acl or changing the existing acl. As of version 2. Please let me know how to do this. Agents see their assignments in their Agent Workspace inbox. Navigate to agent workspace Feb 25, 2023 · Hi, Navigate to form layout -> select the "workspace" view -> add the required fields. Oct 1, 2025 · Explore ServiceNow’s AI Agentic Workflows in this hands-on guide. Sep 17, 2024 · I checked in my pdi and its the same. Create a Checklist tab option Open CSM/FSM Configurable Workspace in UI Builder Open the 'Record' Page Open the Contextual sidebar (In the Content section) Add a new tab 'Checklist' The newly created Checklist tab will open DeveloperBuild, test, and deploy applications DocumentationFind detailed information about ServiceNow products, apps, features, and releases. May 13, 2022 · Hi Everyone! I'm creating a Now Experience Workspace for my custom app. This may be an obvious answer but I would like to know to what extend you can still get help from ServiceNow support team if you happen to have issues with the custom components that you create for agen Jul 27, 2023 · Agent Assist in CSM Workspace for Case Types: Looking to add Agent Assist to additional tables in CSM Configurable workspace? Here is your guide. Each table has a different scope, so you will need to change your scope based on the table you wish to modify. Nov 25, 2022 · Looking at the 'SOW Inbox Empty SNC' page for guidance, I can what appears to be a custom component called 'Agent Inbox Empty 1', but this is not available to add to my own pages. NOTE: The Suggestion Box application is used throughout this learning module to describe the concepts behind creating a Workspace. 1. This task assumes you have placed the Contextual Sidebar component on the page and are ready to configure the component properties and events. Question: How to add Advanced Work Assignment (as same as it is present in OOB CSM/FSM Configurable Workspace)? When I take a look on CSM/FSM Configurable Workspace in May 26, 2021 · Q: Is it possible to add colors to the Work Notes and Additional Comments field label in HR Agent workspace? A: There are some limitations when it comes to field styles for HR Agent Workspace. Following are the steps on how we can do it. I have linked my landing page with the newly created workspace module also. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel. Oct 21, 2022 · Hi Community, When we open a Email of a record in Agent/CSM Workspace, I am able to see Reply/Reply All/Forward options and i can send a reply to that email immediately. Nov 23, 2023 · Welcome to ServiceNow® Service Operations Workspace Are you ready to start your Service Operations Workspace implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to s Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. For example - after adding ribbon for incident, the timeline ribbon was stuck on loading when Drag the custom component from the component tab to the landing page. (This is the form that appears on the right side of the screen when a project task is clicked on the Gantt chart screen. Hello, You can achieve this in list actions of your workspace. One powerful way to enhance the agent experience in ServiceNow Agent Workspace is by using modal windows triggered from UI Actions. After Oct 3, 2024 · I have recently integrated the feature into the Agent Workspace; however, its implementation is contingent upon the specific business requirements. Oct 6, 2022 · You can change the ordering of the tabs and which tab defaults via Workspace view rules by navigating to Workspace Experience > Forms > Workspace View Rules, this is an example of Agent Workspace and Configurable Workspaces sharing the same functionality and modules for configuration. Collaboration in SOW helps bridge that gap and enables chats and communication from within Service Operations Workspace and should improve overall efficiency. I am trying to customize/configure the workspace I am working in, however I new to ServiceNow and don't know how to do it What I want to do Instructions Before following this guide please confirm what type of workspace Agent Assist needs to be setup for. Workspaces include everything agents need to find, research, and resolve issues. Similarly, for CSM it is CSM/FSM Configurable Workspace and for HRSD it is Agent Workspace for HR Case Management. Create a Workspace for an app from the App Home tab. Jul 10, 2023 · I have the response templates configured in Agent Workspace contextual side panel that I am trying to configure in csm configurable workspace. Nov 4, 2024 · Hello, We're in the process of migrating from Classic HR Agent Workspace to Configurable Workspace, and most forms and layouts moved over smoothly using Engine App Studio. On the form, se In this video, we have setup Agent assist on a problem table. It has powerful and complex features, but if they are too much or more than you need you can easily build your own Configurable Workspace with App Engine Studio. Issue When configuring your Agent Workspace environment, Agent Assist will not be enabled for a majority of tables. Apr 9, 2022 · Agent Workspace does not use Next Experience UI theming. Sep 11, 2024 · I wanted to create an custom agent workspace, which is going to be similar to CSM/FSM Configurable Workspace or Service Operations Workspace, but this can be customized accordingly. Other application data should not be visible. The new UI Builder-based workspace makes it more configurable and flexible for customers. What activities can a user do in Sidebar? – Below is a list of what users can do with Sidebar: Create discussion Receive badge notification Pin the discussion panel Check unread messages Favorite Feb 24, 2023 · Hi All, I have added custom tables in the CSM workspace but when I open the record, I'm unable to see contact, timeline and active SLA. Dec 5, 2022 · Hello! I would like to create a configurable workspace that has an Agent Chat inbox. For instructions on accessing and using the UI Builder toolbox, see Work with components . com Nov 16, 2025 · A complete guide to the ServiceNow platform in 2025. T Jun 25, 2025 · check this link on how to create custom workspace, see if that helps Workspace Essentials: Create a Custom Configurable Workspace from Scratch If my response helped please mark it correct and close the thread so that it benefits future readers. But because this was the first time ServiceNow openly encouraged developers to build real applications using the new AI-powered Build Agent and the moder Nov 2, 2022 · Hi, I created new Experience via App Engine Studio so I have my own Configurable Workspace which I can further customize. Mar 11, 2019 · Hi All, How does the Agent Workspace work with bespoke apps? I have a table under TASK table called iTask for Incidents converted to Tasks, but I get this message: This form has not been configured for Workspace. The unified workspace seamlessly integrates all core ITSM products such as, Incidents, Changes, and Problems, as well as On-call Scheduling, Reporting, and 3rd party integrations. Set the color schemes of the UI elements and customer support contact Dec 5, 2024 · Prior to the Next Experience, ServiceNow dipped their toes in the enhanced UI waters by introducing the Agent Workspace (and the ability to create your own Workspaces using the framework). Aug 1, 2021 · Hello, I am trying to change the text that appears on the Agent Workspace notifications. Oct 4, 2023 · Agent assist is pre-configured to search Incident, Problem, Change, Outages, Knowledge, and Case tables for solutions. snow HI, answered me to custom it via the ux component. For ITSM, this is handled in the Service Operations Workspace. Get familiar, learn how to activate, configure, and test Agentic Workflows and AI Agents to automate tasks and enhance productivity, no coding required. There are limited branding colors you can use on Agent Workspace which is done through the Agent Workspace form. Here, we would like to add and display that table in the agent workspace view. That should remove the edit button on the Aug 25, 2023 · Generally, this is done outside of ServiceNow and requires the agent to continually shuffle between the ServiceNow instance and the third-party platform. It will appear in the agent workspace. Mar 31, 2022 · ServiceNow continues improving HR Agent Workspace as a human-focused experience catered toward HR agents. Learn more Agent workspace for HR case management Overview (Configurable HR Agent workspace) Description: Watch this quick video to see an Overview of the Agent workspace for HR Case management. Sn documentation asks us to enter the UI Notification Route as "Agent Workspace". I tried using the steps we used in legacy workspace, but unsuccessful. please see the attached screenshot. May 25, 2020 · Hi, We have created the new table in the application scope with interaction table extends. Users wouldn't be able to customise the OOB pages without duplicating Mar 31, 2025 · Hello Community, In this post, I have consolidated the links containing list of customizations done on Service Operations Workspace. Use the Configuration panel to make changes to the selected element on the page. I have edited the reports. Thanks Drag the custom component from the component tab to the landing page. Could you please specify the type of business requirements you intend to incorporate into the Agent Workspace as part of the customization process? See full list on jadeglobal. Jun 25, 2025 · I am working on a Custom Workspace and whenever the user navigates to the Homepage of the workspace, a greeting Message Welcome $ {UserName) should be Displayed at the top. Below is a screenshot of the out-of-the-box Service Operations Workspace inbox: And below is a partial screenshot of my custom configurable workspace: As you can see, my configurable workspace has an "Analytics Center" page on the left pane instead of an Inbox. UI Builder is a web user in Jan 18, 2021 · I created a custom Agent workspace and trying to add a worksapce list and getting the following error message. See this product documentation for branding information for Agent Nov 26, 2024 · on the workspace, when a user creates a custom list it is visible below the My Lists and users with agent roles cannot share the list with other users, but admins can share with others (URL is copied to clipboard( this is how it looks like when Agents and admins use the share option Agents: my May 27, 2020 · Hi all, It has been great that in Orlando we can now built custom components for Agent Workspace. However, I need help creating custom buttons—specifically, a 'Cancel,' 'Close Complete,' and 'Discuss' button—for the Record Page in the Configurable Workspace. However the CMS Workspace seems to work fine Is there a configuration that we're missing or something that needs to be set to allow the magnifying glass to work in the HR Agent workspace as well? Product documentation Find answers to your technical questions and learn how to use our products. 56. ServiceNow provides workspaces for different issue types: Apr 1, 2022 · The Set up custom UI actions in legacy workspace product documentation has extensive information on creating UI Actions, and most of the information does still apply to both configurable and agent workspaces. I read few articles stating this is limitation of Servicenow and some say Browser issue, Has anyone figured ou Oct 31, 2023 · Hi Team, Hi Team, how can I enable the 'Compose Email' option on the default record page in my custom agent workspace? Thanks Sri Summary Service Operations Workspace is the Configurable Workspace replace for the Legacy Agent workspace. Agent Workspace branding settings are not compatible with configurable workspaces or Next Experience UI. Jul 20, 2022 · Hence presenting Checklists for agents in Workspace view is paramount. Refer to the Document to understand how to configure the presence state. Jul 8, 2024 · The expectation is that the Agent Workspace for HR Case Management plugin is active. I was able to create a custom solution where you can apply the checklist template by selecting the template from a reference field. This experience can be configured and extended using UI Builder. 1. To configure Agent Assist for additional tables beyond the default ones follow the steps below: Navigate to Contextual Search > Table Configuration and click New. Agent Assist - As agents handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources. Need to configure global search (zing) in workspace to show only current application records on searching with keyword. This is the plugin for the configurable workspace for HR Agents. Only [incident] and [sn_customerservice_case] have this configuration out-of-box. UI Actions in Agent Workspace a The Service Operations Workspace (SOW) on demand bootcamp is designed to equip implementers with the skills to carry out the most common configurations and customisations requested to maximise benefit provided by SOW. Nov 13, 2023 · Hi. ) For classic view, I can do this using the form designer, builder, or layout, 3 days ago · A development tool within the ServiceNow AI Platform, AI Agent Studio lets you build and customize AI agents. Can someone help me with the related solutions for the same? Jan 31, 2025 · Hi All, I have already try to create the new agent assist icon in the side panel of service operations workspace but didn't work the configurations as expected Could anyone please provide the correct step by step process to create new agent assist icon in the SOW side panel Thanks In Advance Have Hello, We're in the process of migrating from Classic HR Agent Workspace to Configurable Workspace, and most forms and layouts moved over smoothly using Engine App Studio. "RECORD IS DELETED" if user deletes a record on click of DELETE button. Mar 24, 2022 · This article is intended to explain the differences between Agent Workspace technology and configurable workspaces for existing customers that may be utilizing Agent Workspace and wish to know more about transitioning to configurable workspaces. The Contextual Sidebar component shows a vertical set of tabs which each render custom UI content. I have added a UX App Route to route this UX Screen to my csm record This post help you to understand Agent Workspace in depth with real world scenarios live implementation. Sep 21, 2022 · – Sidebar shares front end components with Agent chat and VA web client. Feb 17, 2024 · Hi Community, I have configured workspace for custom application. Steps to Reproduce Steps to Reproduce: 1. Feb 22, 2023 · I would like to add new menus other than Home, List, and Analysis Center on Agent Workspace. Do refer my video for same. By default, these Reply/Reply All/Forward options are not enabled in my custom workspace. Mar 26, 2024 · Currently in HR agent workspace you cannot select a checklist template nor you have the option to save your created checklist as a template. When ServiceNow announced the #BuildWithBuildAgent challenge, I was immediately curious. To edit the form, select a different type of record, or contact your administrator. Jul 1, 2022 · Hi Everyone, In Agent Workspace, I have created a custom workspace module, custom placeholder & a custom landing page. Whether you're a seasoned developer or new to the platform, this step-by-step tutorial will equip you with the skills to create dynamic and engaging user interfaces. Feb 12, 2024 · Hi everyone, I need a custom UI action visible on the "Interaction" form in HR agent workspace which will simply allow the users to attach an existing HRC to the interaction. As the source of truth for experience design at ServiceNow, it centralizes the most up-to-date guidelines, patterns, components, and resources for anyone creating experiences on the platform. The leading practice is to copy the OOtB page (variant) to make it custom. Customize notifications that are sent to an agent to update about various changes. Aug 11, 2022 · Hello, I have created a field of type List and entered choice values directly instead of referencing any table but It is not showing anything in Agent workspace but works fine in Native UI. The Workspace UI is built to improve agent productivity and facilitate resolutions. Jan 10, 2024 · We created an agent workspace for a custom application and would like to have contextual sidepanel options for attachments on the record page. It is here to stay. For Example as you see in below screenshot: I have edited the report that shows "SLA AT RISK" and have excluded the cases where state is resolv Nov 2, 2022 · Hi, I created new Experience via App Engine Studio so I have my own Configurable Workspace which I can further customize. Learn how to customize the Service Dashboard in Service Operation Workspace to suit your specific needs and preferences. LearningBuild skills with instructor-led and online training. The timeline ribbon cannot loading on agent workspace after setup new Ribbon record on Agent Workspace Form. Service Operations Workspace – How to clone the landing page? Service Operations Workspace - How to add a VIP Flag? Service Operations Workspace – How to create Edit the Page The Workspace consists of elements laid out on a page, such as headings, data visualizations, and lists. Can anyone please let me know how to configure this in workspace? Thanks in advance! Opening a custom record in Agent Workspace, the tab title is not displaying the record title instead it's displaying as "Loading". If there is a custom agent workspace, perform the steps from the below links in order to show the buttons for starting Microsoft Teams conversations and importing messages: ServiceNow for Microsoft Teams Installing ITSM/HRSD integrations for Microsoft Teams The steps above enables to see the Buttons next to each other instead of coming as a group. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. As a system administrator, I want to customize forms in the project workspace view. How to enable these buttons in my custom What is Configurable workspace Configurable Workspace is a customizable workspace that can be easily configured and extended using Now Experience UI builder. Stay tuned for more tips and tricks to master UI Builder and enhance your ServiceNow experience! There are 3 part of agent workspace series. To edit an element, select the element then click the element's Settings button. You can easily create specialized AI agents, set guardrails, and automate tasks using a natural language interface. You will need to manually configure it for others. To configure Agent Assist on Agent Workspace please follow steps outlined below: Create table configuration as outlined by the documentation • Next generation UI experience for agents aiming to improve upon the list/form legacy experience to boost productivity and break down silos between different personas and IT teams. Going to sys_ux_screen_type table I found the 'Response Template' UX screen collection. Agents set these states in their Agent Workspace Inbox. Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Jun 19, 2024 · Hi Experts, I have a requirement to change the transfer hr case "new hr service" field type on the hr agent workspace from choice list to auto complete text to the same hr service names. CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues. We have to add the interaction like incidents in the list section. We break down its core capabilities, AI features, pricing, and the hidden challenges of customization. Resolution There are 2 parts to enabling Agent Assist for a table: Create a new Table Configuration record within the Contextual Search application May 1, 2024 · Hi Can someone please help me in setting up ribbons on Agent Workspace for HR Case Management (configurable). Also, we can do it on any custom table as well. Search for the edit list action of your table and your custom workspace and deactivate it. 0 of Agent workspace for HR Case management, we have shipped out a protection policy for all the pages and screens. You do not create a Workspace for the Suggestion Box application. I have explained it right from scratch like how to configure form, list, create new UI action, related list and all other functionalities. Workspaces makes it easy to configure tailored experiences that present the right records, data, and other info alongside actionable insights to get work done faster. Mark correct and helpful, If it helps. PartnerGrow your business with promotions, news, and marketing tools Aug 23, 2023 · After setting agent workspace custom logo, admin is able to see the custom logo but for some users, they are not able to see custom logo rather able to see the default NOW logo, in agent workspace header. This utility allows an administrator to easily migrate common configurations and customizations made for ITSM Agent Workspace to Service Operations Workspace. The code I have in my screenshot works on the configurable workspace without any issues. It provides an intuitive interface, optimized for performance and productivity, featuring configurable layouts and panels. If ITSM Agent Workspace has been deprecated, and is no longer supported by ServiceNow. In next experience UI we have workspace menu and workspaces are listed under it. Not because of swag. But if the requirement is to create a custom Available state for specific groups and specific service channels this document explains Hello everyone. Overview The Workspace app framework allows you to create interfaces tailored for specific user roles or workflows that help improve efficiency and productivity. Hi , We have decided to move out of the legacy workspace (Agent Desktop) and into the Configurable workspace due to limitations in customization. You will create a Workspace for the To Do application in the hands-on exercises. Getting Started Configuration Workspace Quick Apr 27, 2022 · I would like to add new menus other than Home, List, and Analysis Center on Agent Workspace. # Opening a custom record in Agent Workspace, the tab title is not displaying the record title instead it's displaying as "Loading". The Configuration panel opens. I understand that this can be set up on the Agent Workspace configuration screen, but I cannot put a landing page similar to the home screen. navigate to workspace experience > Actions & components > List actions. or directly go to "sys_declarative_action_assignment" table and search for edit action label refer to the below screenshot. Feb 6, 2023 · I have been able to add it to the contextual sidebar but no search results appear in the workspace when I navigate to an incident or interaction record. In the Application Navigator, open Workspace Experience > Workspaces > Agent Workspace Home. ui_notif This post help you to understand Agent Workspace in depth with real world scenarios live implementation. For example - after adding ribbon for incident, the timeline ribbon was stuck on loading when Apr 23, 2025 · Hello Friends, Looking for some solutions like how we can add a custom dashboard into Agent Workspace for HRSD and What type of permissions and licenses are required for Agent Workspace. Add an additional data field to the <user>Team section within the At a Glance pane. The Agent assist button is added on Contextual Side panel of Agent Workspace. When the user clicks the (+) To customize this as far as I have I've edited the chrome_tab record in the sys_ux_page_property table where I found this nice little JSON file. To use Sidebar customers, Agent Chat and Agent workspace are activated. . For Example as you see in below screenshot: I have edited the report that shows "SLA AT RISK" and have excluded the cases where state is resolv Jul 30, 2023 · The Agent Workspace for HR Case Management store application introduced in San Diego release is a new re-factored workspace for HR agents. Jul 22, 2024 · Hi @Rkanodia, Please try creating Ribbon Configuration Setting for your custom ribbons to make them visible in workspace (table to create Ribbon Configuration Setting - " sys_ux_ribbon_config_setting. Feb 13, 2025 · Depending on the BU, the relevant workspace UX application (sys_ux_page_registry table) handles rendering of this skill in Workspace UI. ImpactAccelerate ROI and amplify your expertise. AI Control Tower works with any AI, whether internally built or third-party sourced. If there is any document for ribbons on configurable workspace, please share. When I open the Agent Workspace record, I see a Payload Type 'Record Change JSON", under its calling a Class "com. These modals can display custom components or standard ServiceNow forms, allowing agents to interact with additional information or provide input without navigating away from their current task. The UI Builder for Agent Workspace for HR Case Management will be used to add additional containers. You need to create it by selecting custom ribbon in ribbon field and by selecting ribbon configuration in Configuration field. Unlike existing Agent Workspace, we will be able to create our own components and pages with the help of UI Builder. list "). iitx pqhd skkvtt xhwggl yihveqo jxockd hjdrd ndjw umf ycvruv yuvunt iin xymg dwrprh nand