agent-workspace

Agent Workspace for ServiceNow

Agent Workspace provides a modern, configurable interface for fulfiller productivity.

Workspace Architecture

Workspace (sys_aw_workspace)
    ├── Lists (sys_aw_list)
    ├── Forms (sys_aw_form)
    ├── Related Lists
    ├── UI Actions
    └── Contextual Side Panel
        ├── Agent Assist
        ├── Related Records
        └── Activity Stream

Key Tables

Table	Purpose
sys_aw_workspace	Workspace definitions
sys_aw_list	List configurations
sys_aw_form	Form configurations
sys_aw_related_list	Related list configs
sys_aw_action	Workspace UI actions

Workspace Configuration (ES5)

Create Workspace

// Create workspace (ES5 ONLY!)
var workspace = new GlideRecord("sys_aw_workspace")
workspace.initialize()

// Basic info
workspace.setValue("name", "IT Service Desk Workspace")
workspace.setValue("title", "IT Service Desk")
workspace.setValue("description", "Workspace for IT service desk agents")

// Primary table
workspace.setValue("primary_table", "incident")

// URL path
workspace.setValue("url", "it-service-desk")

// Icon and branding
workspace.setValue("icon", "support")
workspace.setValue("color", "#0056B3")

// Default list
workspace.setValue("default_list", getListConfig("incident_active"))

// Enable features
workspace.setValue("agent_assist_enabled", true)
workspace.setValue("contextual_side_panel_enabled", true)
workspace.setValue("activity_stream_enabled", true)

workspace.insert()

Workspace List Configuration

// Create list configuration (ES5 ONLY!)
var list = new GlideRecord("sys_aw_list")
list.initialize()

list.setValue("name", "My Active Incidents")
list.setValue("table", "incident")
list.setValue("workspace", workspaceSysId)

// Filter
list.setValue("filter", "active=true^assigned_to=javascript:gs.getUserID()")

// Columns
list.setValue("columns", "number,short_description,priority,state,caller_id,opened_at")

// Sort
list.setValue("order_by", "priority")
list.setValue("order_by_desc", false)

// Row actions
list.setValue("show_row_actions", true)

// Grouping (optional)
list.setValue("group_by", "priority")

list.insert()