Hello ServiceNow Community.

We have been getting questions on how to show user presence on the HR Case record within the HR Agent configurable workspace. This article will walk you through a simple use case so that you, too, can add user presence to your HR Case records.

In this use case, we have a requirement to show who else is viewing the HR case within HR Agent Workspace.

Role Required:

workspace_admin, ui_builder_admin, admin

What to Expect:

User presence indicator helps the agents to know the status of other users viewing the same record.

The configuration for user presence is configured in UI. When customizing a Workspace page, in this use case the Record – Case SRP, it is recommended you duplicate the OOtB Page. Here are the steps to configure the user presence in the HR Case records:

1. Make sure your scope is set to the Agent Workspace for HR Case Management application.
2. Open the UI Builder for Agent Workspace for HR Case Management.
3. Open the Record (Case SRP) page.
   • Click the selector drop down.
   • Select the Record value in the menu, then Case SRP.

4. Now we will make a copy of the Case SRP Page (if you have not already done so previously). Click the Settings button if you are in the Edit mode.

5. Click the Duplicate link to make a copy of the page. Name the Page (variant) as you see fit. Then click the Create button at the bottom of the form.

6. Notice that the Order defaults to 0. This is what indicates what page will be used (the lower the order is the first to be used). The OOtB Case SRP Page is at 50, so your new copied page will be the one used.

7. In your page, just under the Top Right (Flex) section click to highlight the Action bar component.

8. Right-click and select Add component before.

9. Select Form Record Presence.

10. Click the Save button once the component appears in the top of the form.

Now the user presence will appear in the record when the same record is open by another.

Note: This was configured in a Utah build for Agent Workspace for HR Case Management version 2.0.1