Agent Workspace | ServiceNow Agent Workspace | Setup Agent Workspace in 2:30H | Live Implementation

hello guys welcome back to my youtube channel my name is ranjay patel guys in this video i am going to talk about agent this is the very hot topic for every client every clients wants to implement agent workspace in their environment right so if you know agent workspace well and good if you don't know don't worry guys just be with me it's a good time to start to learn an agent workspace right so i'm going to start a new series on agent workspace right we will see why every company is looking to implement a agent workspace right and how we can configure our own agent workspace like there are many things i'm going to cover in this series basically right so just be with me till end of the series right so let's let's start going guys so first of all guys we need to understand uh this um ui design basically right so similar ui design here i'm showing you this way right so top right corner as you can see here this is the notification so we can enable the notifications over here so this here it is there so we can configure the notification right now it is there right so this is the out of box one we have not configured it right so this is the agent workspace so how we can configure the notifications how we can configure the search how we can configure this new interaction or let's say instead of interaction we want to create a new incident or change your problem so it's up to us right so how we want to configure our agent workspace right so just be with me guys so we need to understand first this ui uh design basically right so here as you can see guys so while creating uh it will give you option to choose first it is there the home right so then it is there the list then it is there the inbox like we can enable our chat facility also you can chat end user can chat with your agents right so we will see how we can create these if any additional required menus then we can also create it right fine so first uh form header guys so this is your form header basically over here so let me do it here so this area basically will call it as a formatter right so in form header we can display the name of the incident or name of the ticket basically if it is an incident then we can display the uh description or sort description it again it's a configurable we can configure it how we want to display here priority state and category we can configure the same over here right so you understood like this is the form header so whenever you are opening any uh tickets then here it will come under the formatter right but again this is all configurable we can configure it so whatever the information we want to display we can display right and then uh right here this is the ui action guys so this is the ui action the way it is work for the native ui same way we have to create the ui action in agent workspace also so this is called basically a form ui action and this is the menu ui action again it's again a configurable each and everything we can configure based on our requirement so many time i have or received a request from you guys that may have please cover the use case real-time use case scenario so this time i'm going to build it agent as workspace from scratch i'm not going to use this out of box functionality but before that guys we need to understand this all concept right so that's why i'm trying to explain you this form how its look likes so once we will design our own form this will this is going to be a similar kind of a step right below form header and ui action we have a ribbon right so here as you can see here we can configure the ribbon basically so this area it is called a ribbon over here right so here till here it is here i can say yeah so here even it is like we can display the timeline we can display the like a priority uh sls depend upon uh like how you want to configure it right again it's a total configurations right now it is three for section second second and third segment but you can display an n number of section over here right so this is basically a river again it's a configurable we can configure it right now this is the actual form layout i can say like a ticket form layout over here so let me go back to this incident so this is our actual form layout over here so let me just just here do it here so here we can configure our form the way we are configuring for the native ui so same way also we can configure over here we can apply our view we can apply using a view rule we can define a view and we can apply our view rule fine we will see that how we can configure a form right now it is a two way like a two column wise and down it is there one column which right the way we are designing a form in the ui section same way we can design it over here it's a cool feature so this is basically a form section right so if i want to right now we are on the incident so we want to go to a related record so directly you can just click it and you can go to the related record right again we we can enable and disable this option also if you want to extend it like it should not be like a godsync like here right so you can do it based on your requirement right so this is again here like a comment section work note an additional comment and here down it will come the activity right we can post our comment over here so we can configure it cool feature right and here it is there like a agent assist here or agent can search a catalog item agent can search um knowledge article everything so again it's based on the configurable like whatever the things we are configuring it so right now as you can see here i can see open change resolve incident open problem problems everything like based on our requirement we can configure it over here it will give the search basically here we can do the attachment if you have any and here we can configure templates right so i mean this is basically this section is called side pan basically right so here it is their side panel right so contact contextual side panel it is there so we can again we can configure it we will all this thing we will configure it in our own workspace right so i hope you guys you have understood like how its form look likes and how we can design our this home page landing page basically so this is basically a landing page we can design based on our requirement and here it will come all the list section so this is the out of box one it is coming over here right so based on the module we can basically in this workspace in this it is this is not called a module this is called a uh category right so under the category we will be having this options so this way we can design our owns over here here it will come like again um if you have enabled the live chat option then here you can make it uh available away and offline so again it's a configurable and by default it will not come so we can configure it we will see that and this is the basically performance and analytics i can say this is the report one we'll see how we can configure it while uh making our own agent workspace right guys so let's uh discuss what are the things we are going to cover so hope you understood what i am going to design i am going to design a same form but it would be our own customized form right so this way we can design and uh here same thing i have done the copy paste guys so in this uh series guys what i'm going to cover so basically definitely i'm going to cover for a start from the plugin so what are the plugins required to work on the agent workspace what kind of role it gives us to manage the workspace right so it's a very very important one right a workspace setup guys we will set up the list form river notification sidepan and uix and everything like right agent live chat also we can configure over here so this was the live chat over here so we can configure also this one right we can configure a quick message many things guys i have not covered over here all the details but as you can see here it's a very big document guys so i'm going to cover many things over here right so just be with me guys in next video we will start from the plugins how we can what are the plugins required in order to work on the agent workspace right guys thank you guys see you in the next series sorry next video hello guys welcome back to my youtube channel my name is ranjay patel guys this is the part two of agent workspace series in first part i have discussed about uh overview of agent workspace right so if you have not watched a part one please go and watch that first in this video i'm going to talk about uh plugins what are the plugins required and uh what are the rules or there once will activate the plugins right fine so now let's start guys and before uh going to do a deep dive into agent workspace let's understand guys why every company is looking for agent workspace implementation right if you can see this form guys you can understand easily that means if you are the agent or i.t fulfiller and who you are going to work on the ticket you required a one page over there you can um get a required details to resolve the tickets right if i will give you in such a ways that means if you need a um let's say catalog item to resolve the ticket you want to create a new catalog item and if you want to search for the knowledge base articles to resolve the ticket if that facility it is giving you in one place it would be good and it will take a less time right instead of going to next tab and searching in the left navigation like that let's say i will take one example we need to resolve this ticket to resolve this ticket we need to follow one uh kind of like uh i can say um knowledge article right so what i can do i can look for the knowledge article over here and then just select the knowledge article and catalog item and this search for that or network one so here is the network storage unavailability right so here i can just do it and i will do the search so based on this keyword it will give me the result right so this is the catalog item we can raise a catalog item let's this is the article basically so if you open this article it will give you over here right isn't good uh to have in one place right if you are not switching the view itself if you want to create a something other like if you want to do a great outage create a problem create a request anything so we can configure the menu over here as well right so this is the reason guys or agents is looking uh a place where and they can find each and everything to resolve the ticket so that it will take a less time to resolve danny t cut right fine so now let's understand how we can have this facility uh once we'll enable the plugin right to first thing guys uh i have written down this one workspace is a place where it fulfiller agent help desk professional and manager can perform their tasks to resolve customer queries and problems right your customer can uh chat with you also in order to resolve the ticket if they need additional details or you require any additional details they have requested to chat then in agent workspace you can do that as well right fine so let's go to plug-in section over here so to activate a plug-in we need to look for this plug-in basically com.agent underscore workspace to enable the workspace i have already enabled in my uh personal dev instance so let's go to how we can do so plugin and just look for that uh plugin name this one right so i will show you right away over here in mid time uh till that time it will load let's understand a service now also provide a pre-configured workspace for other application by enabling a plugin so once you will enable this is the actual this is the main one i can say once you will enable it we can create our own uh workspace as well right so as you can see here right now this plugin is enabled right it is already installed fun so it's good now so let's go to sorry guys so if you want to have a like a cmdb workspace right so in order to do that you have to enable this plugin i have just noted down over here right so if you are not looking for these menus so if you have a customer service management then for customer service management service now has a different agent workspace right so if you have if you are looking to something like a it service management then you just go ahead and enable this plugin it will give you the out of the box one but let's say we are not uh looking for uh whatever mentioned over here we are not looking for the operational intelligence not looking for dietary service management not looking for csm not looking for the cmdb we are looking for something we can build our own right we got the requirement from our client and they wanted to have each and everything as per their request so on that case how you can do we can create our own agent workspace and which plugin will give you that option to do that so this is the one right so if you will enable this it will give you the cmdb one if you will enable this plugin it will give you a customer service management that that means there you can create a case case management basically right so customer service management this is for the itsm incident chain problem request like my itsm module and this is for operational intelligence so if you are going to implement this module and then definitely what to enable this plugin right so let me show you a showcase one more let's say csm1 sorry it's moved over here so yeah so same way you can enable it right right guys and the additional plugin guys so once we'll activate the chat functionality in order to activate the chat functionality and you wanted to root the ticket on that case we need to enable this plugin guys so this is also an important one so in this series i'm going to talk about this advanced work assignment as well agent chat because if this plugin also need to be enabled because if you are going to implement a agent chat functionality off frame guys or premises cta enable third party phone integration for want to use so if you are going to integrate with your phone like if you have called to your server self desk using your phone they can raise a ticket on behalf of you if you want to implement that uh functionality then you have to enable this plugin so i'm not going to showcase you this using the phone one in later point of time if someone request then definitely i'm going to make a video separate video on this open frame but uh in this series i'm going to cover till here like agent works best chat we can do that right so let me just copy paste over here com. so csm it is not there itsm it is already installed dot which plugin we have enabled uh csm1 right i don't know why it is not coming dot csm let's say csm but it would be there guys so you have to look into it like where is the customer service management case digest workspace so that plugin is what i did it might be i have not enabled that csm or main plugin so that's why it is not visible over here so once you will enable the main plugin customer service management then it will activate over here so here it is there guys so all in one app enabling a csmit agent to provide the uh class service management lightest bit so this is the one we can enable it right fine so here additional i have already enabled this one as well let's check it out once again oh okay now go back so this plugin i have already enabled it so this is all about the plugin guys so if you are looking to build your own then now you can just go ahead with this plugin this and this this will give you two uh option to implement a chat integrations right fine as you can see here advanced work assignment it is already installed fine so this is all about um plugins guys this is the only plugin we need to enable in our um instance right in order to work perform a task on agent workspace now let's move on to the rules so role is also equally important guys so if you are giving a role um like admin role to everyone it's not a good practice right so we will see in end of this series we will review that means what are the best way to implement a agent workspace also if you are creating your own from the scratch right so also when we activate the agent workspace the additional uh of four new rules will be take place means it will get added these role uh provide a different level of access to the applications so once we'll activate our actual plugin it will uh give us these many rules basically so first role is here workspace administrator so this uh role basically this is the role uh provide the ability to configure the agent workspace so if you are giving this role to x person they can configure the workspace right fine this role contains the following roles so this is the actually i can say a super role for the agent workspace so this role contains on these many roles right rules content like kind of sub role second role it is their guys a workspace list administrator so this list admin role provide the ability to create a list category and filter list in agent workspace right so we if you are giving this option to your manager they can create a category so i was talking about this guys so this is basically a category so this incident task sla problem change so this is called a category so you can give this role to your or like a generous workspace elevator this is a like elevator roles also fine so next one is a workspace agent so this role provide uh to access the agent workspace workspace ui it'll itl it will provide the itsm and this role contains the csm rule and so if you in order to work on the um agent workspace it this role has to be there agent workspace user and if you are implementing a csm then this role has to be assigned to that person workspace user will provide access to workspace score this role is your internal usually right so this is one more kind of role so this uh things we can see once we will have our agent workspace up right so once we will configure each and everything we will finalize what role we can give to what kind of users that's all guys so in this role and plugin section i hope you are clear with this right so in next we will start our actual configuration with the real time use case scenario right i'm going to create a new workspace new uh scoped application everything from the scratch right thank you guys then see you in the next part of this series thank you thanks for watching hello guys welcome back to my youtube channel my name is ranja patel guys this is the part three of agent workspace series if you have not watched part one and part two please go and watch that first before watching part three in part one i have discussed about uh overview of agent workspace i have given given a little bit overview so that you can understand how agent workspace basically works right in second uh part of this series i have given the uh details knowledge on rules and what are the plugins required to work on the agent workspace so because that part two is part one and part two both are equally important guys if you have not watched please go and watch that first and on top of that if you have any issue you know that where you can reach out to me i have created a blogs also like a service now helpdesk.com you just hit the url you will get it the blog post over there you can find my all the document uh which i use to make a video right so i have received many requests here please or share the document so now no need to ask anything uh go directly to our blog post and find it from there you will get it with the same name right and others social networking site also you can reach out to me like a tutor also uh facebook and instagram and as well as the um telegram group also there you directly many people are chatting directly with me right so if you have any confusion you can reach out anywhere to me right you are open to result from any social network networking site fine so in this video i'm going to set up a new workspace from the squares a scratch basically right so before that guys we need to understand a workspace basically if you look for the out of the box one also it's a scoped application over here so let's say if i'm typing a workspace over here so this workspace is basically a scoped application let's say all workspace over here so right now this is the out of the box one so as you can see here this is the scoped one so same way we are also going to leverage right we are going to create our own uh scoped application on that scoped application we are going to introduce our uh agent workspace right so how we can do so here i have noted down the steps how we can do so but just be with me you can get it over here right so there are two way to go first one is a studio using a studio also you can create a new application or just type of my company application right so here it will give you all the application which is installed in your environment right or if you have created any a scoped one so i'm going to do create a new application basically so i have click on the create new button here i'm going to provide a name of my application so i'm going to provide my channel name itself like a service now so we wish now help desk fine i'm not providing any description i'm going to keep name this as it is guys but do remember do not remove this x or till here basically if i'm removing it it will give me the error it will not allow you to save if i'm removing x also it will not allow me to save so from here you can just type your own name but it has some limitation it will not take you more than some uh like let's say uh 18 character so 18 character till 18 character only you can keep the name so this is anyway this is not going to appear anywhere so you just keep it as for your convenience right so i'm going to create here you can upload the uh your um logo basically so here you can just in this case i'm going to upload my logo servicenow help desk and i'm going to click on create button right so now here a role is asking i'm not going to assign any role or let's say assign itl basically itl role fine so i'm going to click and here three option service now is giving or here first one is the workspace second one is the mobile and third one is the classic one classic one means like if you are getting any scoped application that will come in the native ui mobile application is something or like we can develop uh in paris religion itself like we have a very good or extensive ui i can say in the mobile application upcoming series is there on this mobile development only so after completion of this series i'm going to make a video on the mobile series so nowadays this is also a hot topic right everyone wants to do work from their mobile so it is there like a very very hot topic i can say but this time i'm going to only concentrate on the workspace so i'm going to select works workspace only but at a time you can select all three you can design your mobile app as well workspace as well as the classic ui fine so i have selected only one this time because this series is only for workspace right so once you will hit it uh it will ask you to choose the table or you can create a new table over here also but later point of time we can do that activity so i'm not going to select any table over here so i'm done with the tables right now it's asking for the configuration so i'm just clicking on the start here help desk let it complete it itl rule is required fine click on the new here tabbed or navigation guys so let me showcase you what is tabbed means so tabbed means basically once you will enable it let me go to here incident one and this is the tab one so if you we are creating it so this is basically a tabbed so if you are selecting a single page navigation this option you will be not getting so my recommendation is to please go ahead with this tab navigation so this is the like a very good way to work on right so if you are in single page navigation same way it will work the way we are working for the native ui right so click on continue find so now here three option is there search notification and user preference so basically this is the one search notification and user preference so if you are not selecting anyone uh then it will not be visible over here so my recommendation is to select this one so later on if you don't want you can hide it but if you are not selecting uh from here and if you want to add it it will be a little bit a challenge to add it right so recommendation is to select all these three next step is guys it is there for home list and inbox so basically i'm talking about this home list and inbox and this one uh analytics guys this will give us by default once we'll have our workspace so again we can do a dra drag and drop over here we can uh do that as well right so if you want a down first you want the list then you can just drag and drop it over here i'm not doing it so this looks pretty good and because first tab it should be home so let it be home over here click on the continue button over here so yeah fine so now we are done with our configuration so let's uh click on done with apps done right so what i'm going to do here it is not displaying so just click on again fine so now it's came so just click one more time over here fine because of the itl role we have given so that's why it is coming over here so as you can see here right now it is there our servicenow help desk is got created now let's check it out our how our workspace look likes so just type of works space over here as you can see here under the uh workspace experience you can find your workspace newly created one so it will open in the new tab basically so this is the out of the box one and this is the one which we have just now created right so let it be load and we'll see for how our agent workspace looks likes because nothing is there guys over here so as you can see here no new button only three this option is there and the list we don't have anything right so inbox we don't have uh we have not configured it nothing and analytics it is already there so everything like this is the empty i can say uh it is there now we are going to have this kind of functionality so how we can have our own report right how we can create our list all this thing how we can create uh this and plus icon so that it will create a direct record how we can create uh this ui action how we can customize our form everything we will talk in details in next video right if you have doubt guys definitely you know that where you can reach out to me uh no need to say more about that right so see you in the next part of this series guys and next part we will be talking about how we can do our branding so that's the reason guys over here right so we are creating our own so we can do our branding right so we can attach our own logo we can do our color coding right so how agent workspace looks like so this is this is the default one but definitely we are going to uh change the color coding as well right fine so in next video we will see how we can do our branding and how we can configure a landing page basically right so once we'll uh someone will open the our workspace what would be the landing page so we will see that fine so guys see you in the next video hello guys welcome back to my youtube channel my name is ranjay patel guys this is the part 4 of agent workspace series if you have not watched the previous one please go and watch that first in this video i'm going to talk about how we can do our branding right so we can upload our logo we can do some styling color coding concept we can do that right to do the uh um branding we have to navigate to uh workspace basically over here so we have to look for our workspace so right so just type workspace in left navigation right and just look for the all workspace over here once you will click it it will list down the all the workspace or been created in your system so in last video we have created this one right so service now help desk you have remember this one right so let me open it as you can see here right now we are on the different uh application so we have to switch back to our application so service now help desk we have to look for service now yeah so this is the one right so yeah fine so i here still we have option to change it if you want yeah as you always but other things you don't change it will see that this search configuration later stage all these steps we will see each and every point one by one in this we are talking about the branding so here this one is the brand color we can specify over here right so this is the color coding we can give it right and this is the white background so white background let's give them and do it different one so again if you don't like this color coding uh you just go to color code right in the google and just look for any color code and you can just provide or whatever the color coding you like right so six digits are basically required so if you are looking for these and this color coding so it's up to you which one uh you are applying right so as of now i am going to apply this to color right description if you want to have any description then you can add it over here related to this workspace if not then well and good just leave it blank and here we can upload our logo so that it will appear right so we will choose our logos let me choose this fine and just upload it we have uploaded our logo and we have to finally save the form now i rephrase our this is our agent workspace right so let me rephrase it so let's see this time how it's look likes it will be changing the color coding and the logo also it will change so we'll see on top over here it will be showing our logo and the color coding concept also as you can see here right now heading got changed and here is the logo right so it's not looking pretty good right so let me change it or different way guys so uh what i will do i will keep this one as a top right and four uh something was there on that so it is here right so let me do this way fine so let me save this and we'll see that how it's look like right fine so i and now you know that how you can change it so here it is got change but still it is not looking good so let's change something else guys so what i will do when let's keep this one right sorry over here point this is the one who got it and the second one will keep let's say this blue one fine and again refresh it now this time it should yes pretty cool right so as you can see here this is the color two and this will become your color one so logo is in kind of invisible you can replace your logo so you have to design your color coding concept over here right so we have done with our branding over over here right so we have our own logo we have change our color coding so based on the workspace you can every workspace you you will be having your own branding and color combinations right so in next guys uh what we will be talking about over here or landing page right so let's talk about the landing page so once you someone is opening our agent workspace here it should show something right so for that guys what you have to do we have to navigate to your workspace right now we are there and as you can see here or ui button right open in ui builder over here right this option just click on this ui action right so it will uh redirect you to one ui builder page over here so right now nothing is there it's empty box right so as you can see here there is no landing page also so here we will create our landing page right so i'm just clicking it over here and i'm just providing a name of our landing page right so let's give it a service now help desk that's fine and here just keep it uh none read only and protected mode let it be default and by default our application is selected on again you have option to change that on which application you wanted to create so in this case we wanted to create in our servicenow helpdesk application so create a landing page over here now uh we have our landing page so someone if any users is clicking on the agent workspace it will redirect over here so but right now it's all empty right so here guys we have a option to add our component basically so as you can see here this option it will give us to add a component on our home page over here fine so i'm just clicking it over here so there are seven types of components so same thing i have noted down over here as well guys so here fine so these are the six outer box component we can find it out over here right so container so container is basically uh uh in one container we can have a multiple things so here you let's go one by one over here so container is something we can use this to have a group of component over there so this is a kind of component right and in one container we can have a multiple uh component right so you what you have to do just you need to drag and drop it right and if you don't like it you just click on the delete and do it over here right so container is done so now uh report and pa widget we can use this component to have a performance analytics and reported reporting visualization so if you want to have any report and if you have created any widget then you can have this you just do a drag and drop it will do it for you and here it will ask you which performance and analytics or widget or or report you have you just select it over here we'll see one by one guys we will use all this component six component one by one right and then image guys if you want to upload any image you can just use this functionality to upload your image rich text means if you want to have on text so you can use this rich text in your landing page data visualization guys so this is the important one we can use this component to have a new existing report and widget so data visualization means uh directly from any table we can have it directly or data presentation on this over here heading guys so heading we can get it like we can use this component to have the title of the page so heading you know that like in just like a title of your page you can use this uh heading component list it will give you the we can use this component to have a list of record from a single table right so now uh this we are going to use all these six to make our uh landing page right action label so let's say uh we are going to first uh use the this one it is text on top of this so here uh let me edit it welcome to we will write it down something over here it will give us option to write down right welcome to help desk center right and let's say we can just make it little big 18 or make it bold and change the color as well let's say oh in the red color right and just done it fine so we have done it we can do the preview also so right now it is this is not activated so if you rephrase it nothing you will be getting because we have not yet activated so we need to activate it so once you are done with the page you just activate it so that end user can uh see the impact over here right so right now it is there inactive so let it be load this page i wanted to showcase you right now nothing is there so let me activate it so i want to activate it so now if someone will refresh this form right refresh this agent workspace they can see this welcome to help desk center right so just let it be load over here till that time what we can do we can use our reporting image if you want to upload any image then you can upload it as you can see here right now now it is started coming welcome to help desk right so what i'm going to do guys so if you want to upload any image so let's say uh here you just do it so this way guys you have to do it so now till this image will come so if you want to do this way you can use it otherwise just delete it so i'm not going to use the image so again you have option to upload the image basically right fine so here you have to give the url of your image so i'm not going to use it as of now so i'm going to delete this now what i'm going to do i'm going to use a data visualization right so if you want over here then as you can see a plus icon is there and near to my cursor right so just left it over here and now uh it will give you option to add your data visualization so it will take little time over here so this is our data visualization and we can call it over here fine so still it is taking little time sims i don't know why it is not coming but it should come over here okay fine seems weird okay fine so let me delete it this time so what i'm going to do i'm going to just import this one over here and as you can see i was expecting this to be appear when i'm importing this one data visualization we'll see it later so in this let's say we are going to use any out of the box one widget or report so let's click on over here and we'll see um just type incident we are going to use an incident table so here uh open in sedate older than three uh 30 days right so grouped we can use this and we can see the right away effect over here right so this is though and here we can just do the border as you can see here and right now it is border coming single score live update we can update we want to enable it you enable it uh live here guys so um live refresh rate second so in in how many second you want to refresh this um values you can just specify over here right disable kpi details on click so if you want to disable it while clicking on it then you can just enable this functionality i would recommend you to just this uh make it this way only don't enable this one fine so do the save and here if you want to write down the sum name then here you will get option and i'll be copying it same over here that as you can see here now it start reflecting right so save it again and let's hit it now refresh button so this time it should show this result as well i'm hoping so now next time i'm going to do this one data visualization i am hoping it should come over here and as you can see here guys here it's start reflecting right so this way we can do our steps here i don't know why it is not coming guys okay i will see that later here we can design our own report directly from our table basically so this time let just delete this again let's have it our list over here so if i want to have all tasks or all active incident in c content right so here i will be selecting our incident table right max row here you can define it over here right now it is 5 if you are giving a 10 then it will display 10 right sorry it is 0 you can display a 10 so it's up to you how you are doing a max column we can define over here right header title all this thing you can just activate it or deactivate it it's up to you let's save it all right so once you refresh it we can see the impact and if you want to place it side by side let's say i want to place it this as this side basically right and here we will keep one report incident report something incident given number of uh repeated incident reject number of kpi we can use it as you can see here right so if you want to go with the widget same way you can apply it if you want to do the border here it will do the border step save this right as you can see here right now this list is also there and just now we have added a side to this uh report right so once we'll replace it again it will add it over here right so this way you can design your form it's up to you how you are designing let me and give one more try for data visualization right so let me add it over here till that time we will check both are started reflecting right so here it is there now you can design same way we can design our own if this is the out-of-box one guys i can say but if you want to design your own you can design it directly from the data visualization you can check it from your end as well here it will come same way you can add your data source fine so what i'm going to do guys so let me rephrase it again and let me give one more try right fine so yeah let me just rephrase it once we'll rephrase this form here this page will by default it came over here right now let me give one more try to add a component over here let me add it here itself right so i'm adding over here it will take little time but it will come guys i think so it's not coming again it's not coming it's a weird if we can do a drag and drop functionality anytime guys so still it is not coming fine yeah it's game guys over here so i i wanted to showcase you let me rephrase it to wait it to end now let me rephrase it yeah it was taking a little time to load this one so let me edit again fine so go to add component here just data visualization where you want to add it you just add it let's say i'm going to add in between of this i have added over here so just let's wait for a couple of second because it will start reflecting over here right so i hope guys so let till that time and let's uh if we want to click it over here it will give you the list of that record basically that report right it's cool feature right and if you will disable that one option was coming to disable that if you will disable it once you will click over here it will not redirect you to the list page basically right so for that i don't know still it is not came yeah it's came guys now uh here i what i wanted to do i wanted to add here data source and here i will be selecting a table so let's say i wanted to populate or something from the problem i will do the search here i will look for the table basically so this is our problem table right i will add this and so we have added our problem here it is right now it is coming account so don't worry guys so here's change the vertical um bar basically so here it will come like this and what i'm going to do i will be doing a group by now with the action item let's do with the private device cool right so now it is coming a priority based on the priority it is there right now what we are we are going to do here it is coming account so go to a style over here before that i was on the data so here us we can do a little bit of styling here we can write it down priority wise problem right here uh in background refresh interval let's say or don't give anything over here so if you want to do a border and if you want to give like a let's say oh 30 second then just give the here sorry it is there in the midnight so let's do it one minute and here is the auto sizing and the y-axis so if you want to name something over here you can just name it so let's say give count over here i have given the count right so as you can see here right now count it is coming this way we can write a y-axis for priority right priority value we will be writing right so here it will come the priority so it's up to you what you are writing it will display over here so this is for y axis and this is for sorry this is for x axis and this is for y axis so you can have it over here right and the things if this one how you where you want to have it this option guys basically i'm talking about this one this will defined by here so you can just let's say i want to place it right side so this side it will come so it's better to have in the below itself right fine so one this woman i wanted to showcase you guys so directly we don't have any uh report or if we don't have created any performance analytics but directly we are doing it from here right and for this and this what we have done uh we had created a performance analytics and other reporting or widget we have just included that but from here using your data visualization we can directly create it right let me save this once it is saved and here just now refresh it it will come mid time guys so this is the one page but you can design on many page over here n number of page as you can see here here option is there to add your page and you can display your page based on the rules right so that functionality is also there as you can see here right now it now this is one is also present right so you can you have option to create a end number of page over here you can just do a copy paste also like a copy page just if you are clicking it will ask you which page you want to copy right so which selected page will get copied by default right so once you will open it over here once you will create from there it will ask you if you want to restrict it based on the like rules or something you can do it from here fine fine guys then in next video we will see about how we can add a list so here this one guys so once we'll go to here it should show our list so in next video we will see how we can add our list on the phone right see you in the next video guys hello guys welcome back to my youtube channel my name is ranjay patel guys in last video we had seen that how we can configure the landing page right so this is the page we have configured in our previous video right if you have not watched please go and watch that first so this video is a continuous of the previous video in this what we are going to do we are going to design our list view right so for that what are the things required first we have to create a category right in order to create a category we have to uh go to your workspace first of all let me guide you through so first of all you have to open your workspace so just type a workspace in left navigation and just look for the all workspaces right and just open your workspaces which you want to uh edit it right so this is the one which we have created right fine so here right now for creating a um category there is no relatedly it should be one related list as per here as you can see here create category for list such as all incident problem change like that you must create a list category before you can create a list filter right so here it is saying uh go to all workspace same way i have guided right and now here it is saying or not as you can see here if related list is not available by default then add related list on the form so what i'm going to do i'm going to add it going to a form layout right so here we have to add one category one so just look for that so here it is i think we are on the different workspace it is there in the global one so let's not edit it so from here you can just edit your category one so let me show you which one you need to add it so here by default global search display it is not there right fine so if it is uh because once will be on the right application global application then it would be there because this is uh there in the global application so what we can do or we can go ahead and create our list during a creation of our list we can create a category as well right so here or just click under this again same way you have to go to your all workspaces open your workspace workspace which you want to edit it and look for the related list called workspace list right so click on the new button over here it will ask you or to give the name so this is all about what it is so let's say or this is i'm going to create a list for open incident right open on incident so here as you can see guys here so i here we have to define our category so here once you click on the magnifying glass it will give you out of the box one but we can create our own from here as well right this one i wanted to showcase you so here just give the category of my um incident or let's say we can call it uh my let's see dent um service now help desk like that in short form or we can give this way um service now help desk my incidents right so this is our category so and here order we have to define let's define 100 and which workspace it should be our servicenow help desk so let's select the service now help desk and click submit so now we have created our category so same with this this name it should appear over here in the list so in a couple of moment we will see that so now our list is there so open incident so from which table so here we are going to use our incident table right so here we will be using our incident table this is the workspace which is going to be displayed by default here column name it's came over here right but still we have a option to edit update and all this thing right so we can call it let's say assignment group here assigned to is there and so based on that your list you can design it so by default it is servicenow has given this one you can define your role or group to access this list basically based on that or if you are defining a ideal role to access this open incident then person who is logged in they should have a ideal role to view this or list right so that is the condition so one more condition over here to display the record let's say active because sorry guys so here we are saying open incident so we can keep one uh conditions like active is equal to true right so let me say this oh order it is giving or let's say hundred right now we have created one list over here right open incident fine now let let's refresh it and it should show up one list right fine so till that time it will get created over here on list down over here we'll see the next one so create list or uh list just now we have created this one so first was uh was on the category and second one is the list one so category and the list both we have created third we can see highlight list field like uh based on our um priority we can highlight the fields also right so as you can see here right now all the open incidents here it will give you the count as well it's good right so these are the all out of box functionality we have not configured so once we'll create a list so bus let me expand this open incident right so by default it is coming so now this is the list we are getting it we can click it it will create uh open in the new tab over here right over here fine so here it is there count it is there you can refresh it here we can list save as uh reset width we can do so copy url here if filter condition is there you can just enable or disable it you can create a new also right you can export also so these are the auto box functionality is there we have not configured it right now here uh check box is also there once you have checked it or your some option will be enabled over here to edit assigned to me in bulk you can just assign all the incident to yourself export is option already enabled right so these are the cool features it is there can you see see this right now same way if you want to add one more same way we have to perform the activity create a new open one this time what we are going to do we will create a closed one close incident so here same way or we have to provide this under this only but again it's up to you we can create a new also i'm going to have it in the same so here incident is selected this workspace is selected default it is there fine and here we will say 200 so after open it should display right now let's rephrase this again it will display a closed incident also sorry we forget to add one condition that is the state right so open it in the new windows and we can have one condition a state is equal to close right because this is your this list is for closed as you can see here now both is listed down over here we can click on the close incident it will list down the all the close incident basically so right now let's check it out state all the state it is giving because we had not added the conditions and now we can see this all the closed one right as you can see here all the closure state is there but again you can do a filter over here right can you see this you can do a sorting here filter condition contents you can do a search like that cool feature is there right now uh yes so once i want to highlight the field basically over here so based on the priority if it is a critical it should show me in the red color right so how we can do so so for that what we have to do highlight list field navigate to highlight value new here highlight value highlighted value right so let's navigate over here highlighted value let me open in the new windows and here we can create a highlight value so here we have to select um let me guide you through here a selection of the table would be incident because we are working with the incident table so if you are working with a different table select the different one workspace if you are leaving this uh blank then it would be like um it will apply to all the workspace so i'm not going to make it available for all the workspace so here we have selected the our servicenow help desk so that this highlighted value option will apply only to this workspace and here we will do uh on priority so this is the field we are going to apply a color concept fine so once you save the record it will give you option to add your conditions so on what conditions field would be which color right so here we will be adding our conditions so let's say a status is equal to critical on that case or let's say priority is critical order let's say 10 we should give slow icon and here we can give the critical value right so critical value means it will have some color right so let's submit it basically we can give a multiple option also so one is the uh priority is called to critical then it will apply a critical option right critical uh have a different color so let's refresh it once again we can see it over here on the priority field so all the closed one also as you can see here right now click on uh critical one got color is changed right over here so let's say uh let's do it for the different one so what we are going to do we are going to apply one more uh highlighted value conditions this time we will apply for uh let's say warning right warning means it will say uh priority is let's say uh moderate then we should apply the warning right so it should be let's say 200 and let's save this so for moderate this time uh color should change over here right so let's replace it once again it should see a different color on this time as you can see here and i hope you understand that means how we can apply our color coding concept over here for different different priority value if right now we are applying on the state you can apply on the sorry right now we are applying on the priority you can apply on the state as well so any field you can apply it so as you can see here while working on that it will give you all the field option based on the table selection right so you understood like a condition we have to define the condition builder where you can set the condition for highlighted value to display right status the display for your highlighted value so the way you will select the status it will display the color coding option that you can select display and icon with the status so if you will display this if i will select the icon let me showcase you right now it is displaying like this but if you want to show something else let's say uh for critical one if you wanted to i will just check box uh do the check box over here so just let's save it and we'll see the impact of this so icon over here right so here it will display a little bit a change option as you can see here dot is also coming before that dot was not there as you can see in this uh there is no icon right so here in this critical one one dot extra is there because we have selected the check box over here right but on top of that value override so right now it is displaying a critical so uh critical means here right now it is displaying a critical but we wanted to display something else right so critical means uh please look into it take this on high priority or we can read i or not a high priority it's a let's say a test something i'm not going to do anything so instead of the critical uh let's say display high critical critical right so instead of critical this time it should display the high critical so let's refresh it let it load it this form you're fine and once we'll replace it it should show me high critical so we can give our own value as well if you want so this will override the existing value and it will display your given value i hope you have understood that means how we can display a list how we can add the category list highlighted value right so one more thing guys over here so once you will open this so it will show you over here also right so this is the your header form header in header uh also it is coming highlighted value so once you set it in one place it will reflect in on your header also because we have added this priority value in the header don't worry guys we will see how we can configure this one also so just now we have learnt how we can add our um list value if we add a category so this one is the category we have added if you want to add a different category you can definitely add it and you can display the value let's say uh edit a problem one so right now we have added for the incident but let's say add one more list called problem so here we'll go again here and we'll click on the new work space list right and here we will say open problem right so here we will create one more uh category that is called service now help desk problem right so here it will come hours workspace so there's no help desk right and here we will be give 200 means post our incident it should display and here we will in the table we will be selecting our problem table right problem and by default column will display and all open means state equal to or we can say active is equal to true all open means right so and here let's say 100 again right let's refresh it this time it should show a different on means second category list also right there is no helpdesk problem right so here it will give us less dumb all the problems got it so based on this cat a this is your category we can define n number of category over here right next time guys on in the next video we will see how we can add our form so here as you can see here plus icon is not coming so here we will add our plus icon so that directly we can create an incident and change problem how many waves you want we can create option one right so see you in the next video and in the next video we will deal with the form designing means this form you will design how its look likes fine thank you guys thanks for watching if you have any doubts you know where you can reach out you can reach out to telegram you can reach out to twitter you can follow me over there you can follow me on instagram you can follow me over the linkedin as well fine thank you hello guys welcome back to my youtube channel my name is ranjay patel guys in previous video we had seen that how we can configure the list right so in previous uh video we have configured all this list category and our open incident close incident option right i hope you have a clear concept how we can uh add and remove a list from our agent workspace right and if you have any doubts you know that where you can reach out to me over the blog also you can do the uh your comment and on the youtube video also you can in the description or in the comment section you can just make a comment i will reply as soon as possible or you can if you want to reach out to me directly you know you just connect to the um telegram group right telegram group name is servicenow help desk fine so let's start now in this video i'm going to talk about the form how we can design our form right so this is basically your form look likes but how we can design our own form right so here we have to design that we don't want a priority state and category we want our own field as per our choice right so how we can do so so for that guys what you have to do here first we are going to do this section right to do designing at this section so form header and ribbon everything like we will be designing in this video so let's talk about first a form header so how we can design a form header so for that you have to navigate to workspacium form header so just type a workspace and just look for the form header so here is the one fine so just click it and you will be having already these many are there for the agent workspace but we will be creating our own right so i have click on the new button and for here i'll be selecting our table called incident right because i want to apply this uh form header on this incident so primary field so let me and take you through so this is this will become your primary field and this will uh become your secondary so let me just do it this way so this is your primary and this will become your secondary fine so first we will configure our primary and then we will configure the secondary one also so primary field or in if you will ask me what would be the best way then you just add the sort description so i'm just looking for the sort description over here oh where is your description yeah for primary field we will be having a sort description so this will become our so description now secondary here we have to check it out right so what are the sub heading we have to display so under that this what are the others we want to display so here we will display sub heading incident number said number right so number where is number this is the number and if you want to display any image then you can display or image like a color image or something then you can just choose let's say you want to display a sign to image and photo if it is attached then you can uh edit this one also hide tag so if you want to hide this tag then you can just hide it so below this guys our number will display so that will become your secondary one right so ignore highlights you can just ignore if you want to do and if you are not selecting a workspace then definitely it will going to apply your all your workspaces so here i'm selecting i'm just saying fine fine so here if i will rephrase it this time it should give me that option as well that means secondary value we have checked it out right as you can see here right now it is there for this is for our primary and this one we have selected the secondary let's say uh i will assign this to me system it means something is there administrator i think i don't have a role let me just check it out if i can add myself fine anyway if you want to display a image based on this selection you can do so but now where is our category and sub category value we want to do so so here we can edit right so in the secondary value we will be adding more steps over here so here is our conditions and based on that role we can add the value first we will select the state so here state or look for the state value here right or this right so first order is hundred so first we will display if you want to apply any rule you can just apply it based on that role it will display i don't want to apply any rule so let's submit it so now if i will rephrase it this time it will start showing the state value as well fine so as you can see here now a state start reflecting if i want to add more one here i can configure more let's say this time i'm going to add a priority one so i'm going to have choose the priority value right so where is priority this one and this will be your 200 so after a state i want to display so here it will be our state right so refresh it again and it will show you the priority value as well right so how many you want to display over here you just configure it i hope you got it guys that means how we can configure this uh form header so this will become your primary this is a secondary but the sub value we can add it in this value in this related list if you want to hide that tag this one don't want to so then just click the i tag let me showcase you i have just selected the hi tag as a check box so if i will refresh it this tag will go up as you can see here right now it is not there got it so now we know that how we can configure our uh form heading right so now let's how we can configure this form and this related list even right so for that how let's check it out in the document of what next is there so now we have uh configure our headers right so this component we have configured so how we are going to configure the ribbon so next is the ribbon so even we are going to do that over here so next is uh ribbon so how we will configure the ribbon so right now there is no ribbon to this so for this here we will be finding same way just type a workspace you will be finding a ribbon setting also just click on this and just click the new one right so here or even let's say only based on the event selection i will choose the name so by default it is these manager there but you can create your component also but for that you might have to write a summer scripting so first i'm going with the active sla so if i'm selecting active sla let me give the same name and from which table means that is the incident table right and this is the one and here i will be selecting a service now help desk and let's say give here 100 order inherit we don't want to inherit it and let's save this fine so we have saved this right so let's refresh it and once it will start reflecting over here once we'll refresh the form right sure even as you can see here right now sla no data available can you see that but you can just do this way expand also right if you don't want to apply then this is the one way or we can do so and if you want to apply the secondary burn then just click on this and just go for the timeline i want to to showcase one timeline rewind basically so this one is the one so let's say inc timeline i'm just giving the name and yeah with guys here uh out of 12 how many width we are going to give let's say four it will capture the four so total width is 12 so i think it this one i have taken a two so 10 is still remaining so we are going this time i'm going to take a 4 or let's say uh yeah 6 and incident fine so sex and workspace service now help desk right so six we have done that let's submit this um provide a full fill role in valid insertion so something went wrong okay full filler rule we have to specify over here so let's say or service now help desk fine so let's save this fine now this we have created and once we'll refresh it uh adjacent to active sla one more rewind type will come that is the timeline one but this time it will give us error loading error because our timeline will appear once we'll have the state model right so i have written down over here so timeline to all in order to have that functionality we have to do one additional setting let me do it right away navigate to uh table this one this is not there in your left navigation so you have to do it through direct this way as you can see here for customer service out of the box it is there so we are going to create it for the our um incident table right so i will select the incident table a request model let me and do it copy paste based on that existing value so i am for incident in progress hold something is there so here we will have to define the state model basically state is new find close close captioning not i'm just available to i just wanted to showcase this one this would load and it should give us our timeline based on that right so i hope this yes as you can see here now it's started giving a timeline fine so based on that you can still add uh many types of six or seven out of box ribbon is there but still uh you can add your own custom one also so here let me go again back to ribbon setting and it will click the new it will give you option to add uh out of the box as a sixth one and a cmdb health related relations if you want to showcase customers 360 you want to showcase then you can do so but you can create your own ribbons also so you have to define all these steps right i'm not going in details much details right so next is our timeline we have ribbon we have done that and the form layout right so let's talk about the form layout or how we can design our form layout right so basically the way we are designing it for the native ui we can design the same way for the form layout also right so let me open let me close all this and where we are on the form right so let me again open the yeah incident so one way it directly you can go here in your incident table and right click and design a form same way we can do it from here also here we have a configure page design and here we have a form layout right so from here also we can design everyone from layout related item also i will just showcase you um very quick like a form layout right so here you will be having your own form layout right so here workspace is there you just edit it if you want to edit over here right because right now we are on this application so this incident table is on the global application so better to have be at the global one and you can apply your form layout so right now this form layout we have applied so this is the actually a view name workspace view name we have used it so same thing it is reflecting over here so let me navigate quickly to incident so here incident on yeah this one so if i will open any incident over here it will show me same view the way it is right now presented on the agent workspace right so let me just do it so here what we will do we will just hide it so in two-way column it is there right so here and so workspace view same we are on the same view three sections are there we have also the three section if you want to see over here this is the main one note relatedly called resolution information right and related list we have three three six six related list we have so here also on the form we have three three six six related list details we are not counting because details basically it will uh come over here so this is basically a details right so this will become your related list so we have six outages there so here also we have a outage right so here you can design your form based on your view and which one you want to apply let's say i want to apply a workspace test view so this is the view it will look like so if you want to design this one you have to apply it through a view rule right fine so form layout similar way you can define it to configure the form layout for agent workspace is same way modifying the form layout in the platform ui so it's there is no difference on that you can apply it but the one important thing guys or we have to note down so these are the supported field uh on the workspace so other than if you are adding it it will not support it basically right so basically i can say these are the data type only can support at the agent workspace right fine so next one is guys so anyway i'm going to post this document on my blogs right so you can find it from there right so if you want to apply a different workspace then you can just apply a view rule on that so how you can do so go to workspace workspace and form and workspace view rule so here we have let me show you quickly work space over here right so and here we will be finding a workspace view rule right so here we will be defining our own workspace right so let's say on which table you are defining uh my workspace basically just give the name this is for incident table right so incident table which view right then workspace view right and for which workspace basically this is for service now if you are not selecting it will apply for all so based on the condition the way we uh view rule work for the native ui same way it will work over here as well as you can see here so these many options are already there so it will save this workspace same view rule will apply you cannot see any difference over here let me rephrase the form just do this one so let me go to details right i don't want to do this same view rule is there right and okay fine so what is the default one so from where we can check here is the default one so once the form will load it should default to the details over here so i mean to say this one if you are selecting any of these it you wanted to let's say once form is load it shouldn't on default to task sls so from here you have to select the task sls somewhere yeah this one fine so it's good to have the details one form setting hide ui accent details then you can just hide or see a section navigation and disable the section collapsing collapsing means this one guys i'm talking about [Music] this one basically in the form let's go to here this one so here we are going directly right so if you will check this check box it will not allow you to go directly high details ui action and high details ui action means this one will get hide detail section will get hired and ui action will get hired definitely you don't want to do that but it given the feasibility if you want to hide this hops this details whole details then you can just click these options conditions like when it will apply you can just based on the role if you want to apply or based on the condition you can do so right fine guys so if you are creating one more thing i would like to highlight over guys if you are creating a new table and for that you have not applied a view rule you will be getting a one error right so to read get rid of that error we have to apply your view rule fine fine guys thank you so in the next video we will see how we can add our ui accent means i'm talking about this ui xn and this is basically a form and this is on the list right so how we can add those we can see that we can see the new menu also adopt now we have not added the new record we can see that on new record also and definitely we will see the notification all this thing we will see one by one so first we will see the ui action fine guys thank you see you in the next video thank you hello guys welcome back to my youtube channel my name is ranja patel guys in previous video we had seen how we how we can design a form right how we can design a ribbon how we can design a header or how we can design this layout form layout right this compose everything we have seen in the last video right related list when we have seen that how we can configure it right if you have not watched this previous video please go and watch that first because this is the continuous of previous video basically right so in this video i'm going to showcase you how we can add our this form action basically so assigned to me if i will click it this ticket will get assigned to me over here so as you can see here in the assigned to right now it is there the system administrator right so based on that ui action we have a menu action how we can edit this option or how we can edit on the uh form action right so for that guys uh it's not uh like extra functionality we are adding it only we need to do a ui action on the form so let's say uh we are going to create one ui action so here under the system definition we are going to have a new ui action on the incident form let's say test fine so i'm creating a test or something or close incident something close incident i think close incident is already there copy we have clothes we don't have clothes right so here we are getting a clothes incident and on the table we will be selecting incident right the way you design your action on the native so here close we wanted to showcase only on the um update not on the insertion right so here find action we will just define um service service now help desk underscore close action right close incident fine so this would be our action you know that this would be a unique one fine so here option is there or whether you want to have it on the workspace form button or the menu button so let's have it on the menu sorry on the form so this is for the form button so if i will save this all right over here so let me rephrase it it should show me a close button as well over here as you can see here close incident so if i want to make this active so what we can do we can write sort of a script over here right current dot state equal to what is the state value for close i need to check it out we need to write it down over here guys you know that like a current dot update we need to do right i'm not going to write it down over here so based on that if you want to make it available based on the rule then you can apply make it available so if you want to make this available on the list one so you just disable this one and enable this workspace form menu fine so once we'll rephrase it and we can on the form it will not display but it will display inside our over here somewhere it will be there close incident right so now we know that how we can add our ui action on the form as well as on the list over here list menu right so next point we are going to see that is the on new record menu so yeah guys so this is the important one here from here i want to create a new record basically so for that guys what you have to do you have to navigate to your agent workspace basically so works space right so we'll go to all workspace we look for hours one in this case servicenow help desk and here we have a go to related list and here we can see new record menu item so here from here we have to create it i have clicked on the new button and here from this table we wanted to display so let's say incident so we wanted to create an incident order is hundred find servicenow help desk that's fine click on the save that's it guys so here if you will open it it will have one new record and once will rephrase this agent workspace then it should give me a one plus i can can you see that right so as you can you know if you do a mouse over here then it will it is giving you add new incident option right let's click it if i'm clicking it it is giving me to add an incident over here right guys fine so if we can configure one more so let's say what i'm going to do i'm going to configure one more we can create a problem also so here in this this time i will add the problem it is damn simple right so let's say we'll select 200 so that it will reflect after incident fine so let's refresh this this time it will give me option which one you want to add it problem or incident right so if i have been selecting a problem it will open a problem ticket over here the way we have designed your form based on that it will display over here right so now we know that how we can uh create this new action item over here as well right fine so here i have noted on the note agent must have create permission for each table in the yeah so this is guys if you don't have permission then you will not see the options let's say you don't have permission to create a problem ticket then instead of you have already configured but instead of lack of access you cannot see the problem option right so that is the point i have noted on over here fine so next we will see uh workspace notification how we can add a notification over here so as of now there is your notification added over here but let me clear it out right so notification means if someone is updating on the problem ticket it should uh also get notified to our uh agent workspace so what i mean to say over here is let's say i'm opening a incident so here i'm creating a one incident let's not be on this view don't know why it is coming this way okay fine so let's say test right i'm just saving it but now i wanted to have one notification over here because someone has created one incident and it's let's say it should be assigned to me or let's say uh system it is not coming a system to me but it is coming plus i can [Music] based on the group let's say i'm selecting this group no values no okay it's a database yes we have three we will assign this sticker to this guy fine so notification didn't get trigger over here right so i wanted to have one on notifications as well so what we are going to do for that we will add one notification trigger so type workspace in left navigation and look for trigger option right so here we have a notification trigger so i have just click on this notification trigger and here we can have one a record basically right so here i will say uh [Music] on a date in say dent or let's say service now help desk incident and here we will be selecting our table we will say uh like uh based on if you have notifications configured in the native ui it is asking the same way so i will be having a based on the record change i am not keeping any condition any user can get it so let's say if i will assign to me by default it will trigger to me because i have logged in as a system admin over here so now this time what i'm going to do i'm going to say test update it and notifications okay might be the face it and the view i can see let me switch the view first of all workspace fine so now let me just do one more time and let's say save this it's not coming okay i think we missed something so let's travel suit why it is not coming it should come it should incident audience is users okay we haven't added the notification content over here so that was the mistake so let's edit the notification content over here right so this is for workspace i will add it and those same name i'm just going to provide right and this should be the agent workspace only no need to change anything now i have added it let's uh update something over here based on that it should give me one pop-up also as you can see here now it's came right and guys once will click it it will redirect you to your uh that incident form basically right so this is the default option and unfortunately we cannot change it right so um servicenow will not allow you to change this um syntax like uh first it will come the system administrator updated this one so how it is coming the they have already configured we cannot configure ourselves so first they are displaying a priority and then this is the i think so description is there so description right fine so notification is also done i hope so you you guys are clear on this notification part as well right guys don't forget to like and subscribe my channel and try to share my channel with in your friend circle as well let them get benefited too because on my channel you will be getting each and every things but for that you have to wait a while but definitely and i'm sure that you will be getting all the model uh all the models video basically right thanks gang thanks thanks for watching see you in the next video hello guys welcome back to my youtube channel my name is ranjay patel guys in this video i'm going to talk about uh search global search how we can do a global search on agent workspace guys in previous video we had seen that how we can configure our notifications right ui action form ui action and the list ui action all the steps right so if you have any doubt you know where you can reach out to me right so let's start now guys over here so first we will look for the global search over here so so let's say if i'm doing a test right now nothing is coming because as of now we have not configured anything for this global search so let's configure it so where you have to go first we have to navigate to your workspace right so go to all workspaces and choose your workspace which you want to edit it so here is the global search data config is there guys so you just need to open this in the new tab to edit the same right so here is the search result limit is there 10 you can just update it as per your convenience suggestion limit is 10 also now here uh we have to apply the application search sources so from where or whatever we are typing over here from this it will search from where so basically we have to add a source so for source we are adding it over here let's say uh incident one we will be adding over here or we can add our owns also right we can create our search source right from here also we can create or we can create it from the left navigation also so let me show you from the left navigation also search source so first of all we will create this one not under that under that workspace one so here we can create our search source and for problem incident it is already there but let me create ourselves so let's say service no help desk and students so here we will be selecting a table incident one all right and if you want to to put a condition let's say we will be only looking for the active one fine so we have created our search source so same we can select over here service now help desk incident there order let's say 100 will keep it fine and now once we will rephrase it let me just close this out and let refresh it once and now let's start for searching so let's say test and just press enter you can see here this time it's start giving a result previously we have checked it it has not given so this one is coming from like a service now incident same way we can add as many we want over here right so let me go back to our this one so that you will not get confused so here again we will open in the new tab and as of now we have added one and let's add on knowledge article also so as up now only we are looking a source we have added as an incident we can add the knowledge also so for knowledge it is already there let's say 200 right so here we'll save it and this time if you will search then first we have to refresh it this time um search will look for the agent one also so let's sorry and not agent one um knowledge base article as well so it will show how many it is coming from the incident and how many it is coming from the knowledge articles so let me i think it's not get refreshed fine so let's add it over here let's say test and we'll press enter oh it is not adding so let me check it is the problem over here right so let me open it again i have added two and what is the problem with knowledge article about it okay be knowledge article right so why it is not populating then let me close it out all and let me refresh it again actually i'm expecting a result from both incident as well as the knowledge article basically so let's do a test again oh it is not coming let's search another keyword let's say knowledge then it is coming from the knowledge also right because i think a taster later nothing was there so it is not coming related to test so let's say uh um let me change it um but i can search so knowledge article is there but it is not there on the test result basically for the incident so let me add it inside and one value called fail so that that record will also get a fear right so let me add it over here this one right so this time definitely it should show me the result so as you can see here this is the notification we have already configured so let's say it's not adding okay let me do it again yes so you can see it now so because that keyword was not matching with the both so now both this failed keyword is matching with knowledge as well as the and servicenow helpdesk incident one so both it is coming so one record is from the servicenow desk and the three record is from knowledge article over here so like this we can configure over here right i hope you got it now so next is over here so global search guys so global search over here let me close all this thing and will showcase again so same form like you have to come to your agent workspace and here as you can see here global search view configuration so you have to do little bit setting on this means recent item count this one we need to do a setting so you have to enable it through this if you want to increase your decrease or you want to guess and get all like 90 days one recent or ttl days 91 and here total overview item per section 10 and 25 you can change it like this way right so this is the global setting you can perform but again guys if any access control list means sel is running on that and it is preventing you don't have access definitely that result will not come fine so next is guys i'm going to talk about which is a very very important one which is related to agent work um basically agent assist here we will be talking about the uh side panel right so add a side panel and agent assist so if you will go here let me open it over here and this workspace so if you open any incident as you can see here this is right now only two option is there right so one is the attachment and the second one is the templates so we can add a template so we can add the attachment now what i want to do i want to add a agent assist this is the important topic we have in the agent workspace basically right so let's start guys so how we can add a side panel so for that we have to navigate to the uh here contextual side panel so let me just do it over here or you can just write down the side panel it will come over here contextual side panel so let's create it fine so we will be creating a new one give what i can give name my job servicenow help desk um or let's say agent assist we will give agent assist so servicenow help desk and chant assist right so here we have to select the ui component don't go for the client uh action server except it will give you option to write a code like that so we will be selecting our ui component so here we will be selecting out of the box ui component that is the now agent assist right now here i can we can select which icon we can select over here so let's say type of graduation cap fill outline something like that so let me fill this one and here we have to select the table right on which table it will reflect so in this case we will be selecting our incident table which workspace it will apply for then definitely we will be selecting our servicenow help desk if you want to apply this uh action on sorry side panel on particular view you can select it otherwise leave it blank it will apply for all right so let me save this fine so here we have saved it and if you go to advance then here it will uh um a little bit more option will be enabled for us to update the things over here so basically because this is the important one we have to update the value over here right so once we'll refresh it now so this time it will come over here as you can see here now cap is there right so agent assist is now start reflecting but nothing is there right as you can see here nothing is there so how um in order to make it working what we have to do next step so first we have added the side panel so we have this is our side panel so we have edited agenda assist right now second thing uh we have to do save a form configuration container table so we have to do a table configuration basically under that a contextual search we have a table configuration right so let's just copy this and just do the table configuration over here so under that contextual search just let me open in the new tab here we have to create one record so table configuration basically we will be check selecting from which table we will be displaying the record right so in this case we will be selecting our incident right so incident limit let's say 10 it should come 10 and result per page 10 you can reduce it and even increase it enable preview button if you want to check the preview then you can just enable it otherwise leave it blank and here uh instead of for ui type platform you have to select the workspace so here search con context you have to select what kind of uh resource search context you are selecting you can define your own also but i'm not going to define right now let if you want to define or search context you just click the new and um get things done right so this time what i'm going to do i'm going to select the knowledge base as well as one more option is there um knowledge base and uh one more option was their catalog item something was there so knowledge and ipc okay fine case works pro problem case on knowledge base search right knowledge base uh search catalog it looked fine so let uh go with the knowledge base search basically over here right or let's say a knowledge search right so now let's search if you will open it here this is the default one it has given or we can create our own also so let's uh create it our own also so let's do it right away so search context we will be doing so let it do it from here from the left navigator so search context will be creating our new and will give a catalog and knowledge base catalog and knowledge so short description also we will provide this one searcher we have to provide here um insert your catalog and something your knowledge and catalog right so now legend catalog wildcard search if you want to enable enable it so let's save this right so now our this it will look for the catalog and knowledge base both now we have option to select that value right so just now catalog and knowledge we have created fine so just save this form and start this one reloading again so this time it should work but you can see here fine let's look okay yeah so this time agent workspace or it should show me some values as well right so it's uh where is our description yeah so yeah yeah we are missing one more step as i have mentioned over here copy the copy table configuration csid and open site panel so basically um component attribute so we just now we have created one table configuration so we have to copy this csid so i'm just copying the csid and we have to paste it over here as i was telling so here you have to map it basically right so once you will done the mapping it will start reflecting in our agent workspace as well so let me rephrase it again so here it will start reflecting still here as you can see here it is started and this is a catalog item catalog item this is the knowledge base right we do have option to search is right now the default search knowledge article catalog item right so we have given this option so on top of it we do have this option right to okay order or hell helpful like that we can map it so we can create this action item as well so this is coming as a search result on that search result these are the action items so that also we can configure which is coming from here as you can see here from this it is coming helpful order based on that selection we have done it based on that by default system has generated and based on the search result it will apply right so now uh yeah fine so what if guys i want to search let's say i want to search a fail over here right so it will give me that right everything it will give me like here in the global search same way we can do a search directly from here so i want to configure more option over here like a similar incident i want to check it out so how can we do so so for that we have additional resource over here so just go to your search context again and here just go to related list and click on the edit so here it will give you option uh to add more item basically over here right so let me just run the filter again and here we will be saying uh incident okay so let me do it again incident related incident a resolve incident or open incident i want to check the open change knowledge article incident if catalog item and uh visual case fine so these many options so based on this option we can select it over here like that so right now we have added a couple of more option and once you will do that just save this form again and reload uh your agent workspace right so once you will come to your agent assist let me just do it this one this time it will give you more option this one we have added incident right incident open incident open change so if you are if you wanted to search something which is related to incident only just select the incident and just look for this so let's say i'm just typing a test which is uh only i have selected the incident so whatever the test uh having or like a short discus i'm having as a test keyword it is giving me the as a result right this way we can search it next i was talking about this i have already talked about we can add it like a similar open incident all the steps we can edit and uh one more thing email configuration this thing i have already talked about search field filter conditions so i was talking about this search field so basically it is looking for the sort description i told you over here that means it will look further so i saw description if you want to if you want a system to look into the different field as well then you have option to add those fields let's say right now it is short description is only one there you want to add a description field also that means while searching system should look to or description field so you can add it go ahead and click addition over here filter condition again we have like a define the filter configuration to map field from the uh form to provide a main mode target target search result so basically this will give you the filter result if you are adding any filter configuration email configuration it will give you the defined email configuration to allow the system to include search result with email notifications this image and the search action configuration so this is already i told you over here so action which we are going to perform on this so basically this action we are talking about or search action configuration we can modify or disable search option action restrict the action that a user can perform on the separate result right so now we have talked about the search action as well so this order and helpful and now i think so we have done with this agent assist as well so we have i hope so you got the idea how we can add a agenda assist in side panel right and we can just enable the search option over here so now in agent workspace there is two types of search one is the global search and one is the based on the um source we have added based on that it will give you the result thanks guys thanks for watching please like and subscribe my channel thank you see you in the next video hello guys welcome back to my youtube channel my name is ranja patel uh guys this is the last part of agent workspace series in this video i am going to cover agent chat this is the last topic which we have pending to cover but before going to setup or agent chat let's recap it what as of now what are the things we have covered so far we have covered um branding option right so we can do a branding we can upload the logo we can define our notifications we can define a global search here we can do a lot of setting right and here we can configure if you want to log out you can directly log out from here right and before that we have created our custom like a studio application to configure our agent workspace right so in home guys here we have configured the landing page there are multiple reports so based on your or scenario you can design your page you know that how to design here we have configured ui action which will enable to create a tickets incident from whatever you want to configure you can configure it over here then we have seen how we can create our list view over here and here in my list you can if you have our rights then you can create your own list as well right and now finally we are talking about uh agent chat right so let's start now how we can configure the agent chart so first of all guys a work space agent chat to enable live agent chat with customer through agent chat agent interaction a customer can create a incident or create a record anything right so here on agent workspace use the advanced work assignments awa so if you have seen my second video of this series we have talked about a plugin about uh advanced work assignment right so this need to be enabled in order to configure your chat application right fine so here are a couple of things we need to take care before uh implementing a chat module so first of all we have to enable the plugin so this is the plugin we have to enable it in order to configure chat as in chat service so three steps basically we have to configure and then you have to set up your chat setup and last we have to set up a service portal agent chat record so that end user can uh directly chat with the um your agent right so let's start it so first we have to configure our uh chat setup right so for doing a chat setup or you have you can find it or under the collaborate under the chat setup so just type chat setup in left navigation you will be uh getting a model called chat setup over here so as you can see here so this is in the global application and this is the only one record so we have to move it to the global application over here right so for this i have already enabled it so once you will open this chat setup for you it would be like connect and here would be your virtual uh agent support this would be the phone right so in order to set up our agent workspace chat what we have to select we have to select the agent workspace for global fulfiller ui right so once you do that just save this fine so once you will save that this will automatically generate no need to worry about this part this will generated by the system we are not generating it right so here uh now we have enabled it but the second step or this is this was the first step to enable your uh agent workspace this is for hr fulfiller this is for uh itsm i told you like when we were talking about the plugins that time we are having a multiple plugin for hr support csm for uh itsm right so if you want to use that workspace then you can look for this one let's say if you are using csm1 so then you have to enable the csm as well right now the second step guys we have to configure a service channel basically so a service channel is a way of defining what types of work you want to root for chat interaction the chat service channel used to root and assign chat interaction is added when the agent chat plugin is installed so basically this is the plugin if it is already installed so this is related to your interaction so basically interaction is related to out of the box agent workspace right so that will enable it so here we can define our own we are not going to do with the out of the box one everything we have done our own custom so we here in service channel also we will define our own right so just write a service channel over here so under that uh advanced work assignment you will you can find a service channel over here right so in this service channel right now it is already defined so uh in the chat guys so um if whatever the chatting happen it will go to which table basically so it is going to interaction table right so if you want to place that uh value in some other uh um table then you can choose a new and you can create your own and you can select that but right now i'm going with the out of the box one with the chat and let it go to the interaction uh table itself right so if you are implementing a case one uh csm i'm talking case case management means of customer service management so if you have enabled the case uh management then uh it will go to the case management workspace right fine so what i'm going to do it over here so next step this is already configured right now uh third one is the work item queue work item queue define where a root or the work a few different queue are provided out of the box to create your own uh work item queue navigate to here so uh just navigate to advanced work assignment and setting and the queue so let's say at first work assignment and here we can find under the setting we have a queue right so here we can define it let's define our own queue so first of all here we have to define uh let's say service now help desk queue right so this is the name and service channel we i'll select the chat if you are creating your own that service channel you have to select it but in this case we are going with the out of box one we have selected the chat so let's say give the sort description same so conditions if you want to put any conditions like any condition if you want to put to root the ticket then uh you can put the condition over here so target wait time if we can define it over here so let's say our target wait time is your 20 second and maximum wait time is the 30 second right so let's submit this now we have defined our queue let's do the z2a so that it will come on top so somewhere servicenow hell does this is our cue basically right we have created so next step guys we have to define over here a role assignment so role assignment where we can find so uh under the same work um advanced work assignment management and the group so basically we have to create a group right so here we can go and look for the group so under that management we have a group let's say we are creating a servicenow help desk service now help desk support so this is the group name i am selecting right and here i will make a group member so whoever the member of this group they will receive um notifications right so anyone can let me edit both so these menus are like five to five members are there who can accept the invitation right so we have defined our groups we have defined our group members as well fine so now the last part we have to do it guys that is a create and configure or service portal so that end user can interact directly with the um our agent right so last part we have to do that look for the agent chat so just type here agent chat right so here we are going to create our own agent chat so let's say service now help desk chat so which portal it belongs to if you are not uh entering a portal it will apply to all so let's say a service portal itself right so i'm selecting a service portal let's say order is 100 don't do anything on this let it be the out of the box one and make it available for everyone save this record and now what you have to do you have to just so go here and you have to log in with the different account basically so let me just copy this here and we'll open a new browser and we'll hit the enter all right so here let me login with my account fine and i will impersonate with any end user so let's impersonate with any let's say help desk users we have and just go to service portal so what i'm going to do directly i can type isp so it will redirect to the service portal right so this help desk user is the end user now so as you can see here now this start appearing over here now here what we have to do here where is our agent workspace right now here it is there right so i have not made myself available i said offline so let's check it out if i will open this chat what it will happen so it has start saying all the stuffs right thanks for using click here to start me so there are no agent available at the moment please try again later means no one is available online so let's make it myself online right and i will say a start new conversation so as you can see here uh now it is saying routing you to a live agent so as you if i come over here it is saying accept or reject i i have both options so let's accept it so here i have accepted and as you can see here this one i was talking about because we have used the out of box one if you are using uh your custom one like any table other than this interaction uh if you want to use that you can uh do so no problem so by default a help desk user here open for help desk user it is coming assigned to me it is by default it is coming to me right so let's chat it so let's say hi user so here it should come higher it is coming hello agent we are chatting right how can i help you right this way we can chat it but here guys uh we do have others a three option as you can see here here so first is a transfers to agent so if you will click over here uh it will show you whatever the available agents online is there as of now there is no available agent that's why it is showing like this there is no available agent to transfer right now so this is the shortcut guys so if you will say uh slash t a means or transfer to agent tq means transfer to queue means or any other so group if you want to transfer you can transfer r means response template guys over here so template by default it is there this many templates right but we can create our own templates also so in short way we can just help that right so it's easy like we can have on like a templates response template so that we can use it anytime let's say uh go to template creation over here so chat template something is there response template virtual machine template i need to look it into let me do it it is phones yes response template configuration here we can configure our own so let's say uh we will create um [Music] let's say test or let's say how can i help you how can i help you just give how help you so same uh message i will just display it for the incident right and here in this i will type the body right so i will just save it you can define your conditions you can define your group visibility means like a certain group only this can say then you can do that one as well so let me go back to here so it will go here response template this time it should show me [Music] it is not coming thank you for waiting i think we need to refresh it right so let me check the example one so over here interaction okay so basically interaction because we have checked the interaction so we have to use the interaction one for hours as well so how can i help you over here and the conditions we forget to add type is equal to where is that type is going to chat so conditions contact type email phone service virtual chat okay because we have not selected the correct one so interaction we are selecting and then it will available type so type is equal to we can say chat right so let's save this and now let's try it one more time over here right so we have it's connected and now let's r for response template yeah so this is now available right so we can click it and one sort it will go right so i hope you guys enjoy this series if you have any doubt you know where you can reach out to me you know over the telegram you can directly chat with me i have created all over the social networking service now help desk right so you can find me over the tutor uh linkedin facebook right even on telegram you know that telegram group i have created instagram as well so please do like and follow me over there thank you thanks for watching please don't forget to subscribe my channel so that you will get on notification whenever i will upload my new video so next video i'll be starting on mobile development and workflow workflow or i can say yeah definitely so first i will try to upload this mobile development and then we will look for others topics based on you people request thank you thanks for watching

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Keywords: servicenow agent workspace, servicenow agent workspace orlando, servicenow agent workspace chat, servicenow agent workspace configuration, servicenow agent workspace dashboard, servicenow agent workspace form layout, servicenow agent workspace ui action, servicenow agent workspace lists, servicenow agent workspace view, agent workspace servicenow, agent workspace, agent workspace chat, agent workspace chat servicenow, agent workspace timeout, servicenow helpdesk, runjay patel

Id: 0nvXUrk4eYE

Length: 164min 43sec (9883 seconds)

Published: Sun Jan 03 2021