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The ServiceNow Agent Workspace offers a few advantages for ITSM fulfillers, such as rich text journal entries and an interface for multi-tasking. That said, it’s always a challenge to get users to adopt a new tool, even if it offers an advantage. So, let them have both and make it easy to switch between! From the incident interface we can add a simple UI action to open the current record in the Agent Workspace. The example below will create a UI action button that will open the current incident in a new tab using the Agent Workspace.

The Solution

Here is a screenshot of the UI action. Script is further down.

The script

function openRecordInAgentWorkspace() {
    var table = g_form.getTableName();
    var url = 'now/workspace/agent/record/' + table + '/' + g_form.getUniqueValue();
    g_navigation.openPopup(url);
}

Result

Very simple and reusable!

Updated: January 2, 2021

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