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 ( ) Workspace Form Configuration // Create form configuration (ES5 ONLY!) var form = new GlideRecord ( "sys_aw_form" ) form . initialize ( ) form . setValue ( "name" , "Incident Form" ) form . setValue ( "table" , "incident" ) form . setValue ( "workspace" , workspaceSysId ) // Form sections var sections = [ { name : "Details" , columns : 2 , fields : [ "number" , "state" , "caller_id" , "opened_at" , "short_description" , "priority" ] , } , { name : "Assignment" , columns : 2 , fields : [ "assignment_group" , "assigned_to" , "escalation" ] , } , { name : "Resolution" , columns : 1 , fields : [ "resolution_code" , "close_notes" ] , condition : "state=6^ORstate=7" , // Only show for resolved/closed } , ] form . setValue ( "sections" , JSON . stringify ( sections ) ) // Related lists form . setValue ( "related_lists" , "incident.task_sla,incident.sys_attachment" ) // Enable Agent Assist form . setValue ( "agent_assist_enabled" , true ) form . insert ( ) Contextual Side Panel (ES5) Configure Side Panel // Side panel configuration (ES5 ONLY!) var panel = new GlideRecord ( "sys_aw_contextual_side_panel" ) panel . initialize ( ) panel . setValue ( "workspace" , workspaceSysId ) panel . setValue ( "table" , "incident" ) panel . setValue ( "name" , "Incident Context" ) // Tabs var tabs = [ { id : "agent_assist" , label : "Agent Assist" , icon : "lightbulb-outline" , component : "agent-assist" , } , { id : "caller_info" , label : "Caller Info" , icon : "user" , component : "custom-caller-info" , } , { id : "related" , label : "Related Records" , icon : "link" , component : "related-records" , } , { id : "activity" , label : "Activity" , icon : "history" , component : "activity-stream" , } , ] panel . setValue ( "tabs" , JSON . stringify ( tabs ) ) panel . setValue ( "default_tab" , "agent_assist" ) panel . insert ( ) Custom Panel Component (ES5) // Widget for side panel (ES5 ONLY!) // Server Script ; ( function ( ) { // Get current record from context var recordSysId = input . sys_id var tableName = input . table if ( tableName === "incident" && recordSysId ) { var gr = new GlideRecord ( "incident" ) if ( gr . get ( recordSysId ) ) { // Get caller information data . caller = { name : gr . caller_id . getDisplayValue ( ) , email : gr . caller_id . email . getDisplayValue ( ) , phone : gr . caller_id . phone . getDisplayValue ( ) , location : gr . caller_id . location . getDisplayValue ( ) , vip : gr . caller_id . vip . getDisplayValue ( ) === "true" , } // Get caller's open incidents data . openIncidents = [ ] var incidents = new GlideRecord ( "incident" ) incidents . addQuery ( "caller_id" , gr . getValue ( "caller_id" ) ) incidents . addQuery ( "active" , true ) incidents . addQuery ( "sys_id" , "!=" , recordSysId ) incidents . orderByDesc ( "opened_at" ) incidents . setLimit ( 5 ) incidents . query ( ) while ( incidents . next ( ) ) { data . openIncidents . push ( { sys_id : incidents . getUniqueValue ( ) , number : incidents . getValue ( "number" ) , short_description : incidents . getValue ( "short_description" ) , state : incidents . state . getDisplayValue ( ) , } ) } } } } ) ( ) Agent Assist (ES5) Configure Agent Assist // Agent Assist configuration (ES5 ONLY!) var config = new GlideRecord ( "sys_aw_agent_assist_config" ) config . initialize ( ) config . setValue ( "workspace" , workspaceSysId ) config . setValue ( "table" , "incident" ) config . setValue ( "name" , "Incident Agent Assist" ) config . setValue ( "active" , true ) // Recommendations sources config . setValue ( "show_knowledge" , true ) config . setValue ( "show_similar_incidents" , true ) config . setValue ( "show_solutions" , true ) config . setValue ( "show_macros" , true ) // Knowledge search configuration config . setValue ( "knowledge_bases" , kbSysIds ) // Comma-separated config . setValue ( "knowledge_search_fields" , "short_description,description" ) config . insert ( ) Similar Records Script (ES5) // Find similar incidents for Agent Assist (ES5 ONLY!) var SimilarIncidentFinder = Class . create ( ) SimilarIncidentFinder . prototype = { initialize : function ( ) { } , /* * Find similar resolved incidents / findSimilar : function ( incidentSysId ) { var current = new GlideRecord ( "incident" ) if ( ! current . get ( incidentSysId ) ) { return [ ] } var similar = [ ] var keywords = this . _extractKeywords ( current . getValue ( "short_description" ) ) // Search resolved incidents var gr = new GlideRecord ( "incident" ) gr . addQuery ( "state" , "IN" , "6,7" ) // Resolved or Closed gr . addQuery ( "sys_id" , "!=" , incidentSysId ) // Match by category if ( current . category ) { gr . addQuery ( "category" , current . getValue ( "category" ) ) } // Match by CI if ( current . cmdb_ci ) { gr . addOrCondition ( "cmdb_ci" , current . getValue ( "cmdb_ci" ) ) } // Keyword matching for ( var i = 0 ; i < keywords . length && i < 3 ; i ++ ) { gr . addOrCondition ( "short_description" , "CONTAINS" , keywords [ i ] ) } gr . setLimit ( 10 ) gr . orderByDesc ( "resolved_at" ) gr . query ( ) while ( gr . next ( ) ) { var score = this . _calculateSimilarity ( current , gr ) if ( score

0.3 ) { similar . push ( { sys_id : gr . getUniqueValue ( ) , number : gr . getValue ( "number" ) , short_description : gr . getValue ( "short_description" ) , resolution_code : gr . resolution_code . getDisplayValue ( ) , close_notes : gr . getValue ( "close_notes" ) , score : Math . round ( score * 100 ) , } ) } } // Sort by similarity score similar . sort ( function ( a , b ) { return b . score - a . score } ) return similar . slice ( 0 , 5 ) } , _extractKeywords : function ( text ) { var stopWords = [ "the" , "is" , "at" , "which" , "on" , "a" , "an" , "and" , "or" , "not" , "to" , "for" ] var words = text . toLowerCase ( ) . split ( / \s + / ) var keywords = [ ] for ( var i = 0 ; i < words . length ; i ++ ) { var word = words [ i ] . replace ( / [ ^ a - z 0 - 9 ] / g , "" ) if ( word . length

3 && stopWords . indexOf ( word ) === - 1 ) { keywords . push ( word ) } } return keywords } , _calculateSimilarity : function ( source , target ) { var score = 0 // Category match if ( source . getValue ( "category" ) === target . getValue ( "category" ) ) { score += 0.3 } // Subcategory match if ( source . getValue ( "subcategory" ) === target . getValue ( "subcategory" ) ) { score += 0.2 } // CI match if ( source . getValue ( "cmdb_ci" ) === target . getValue ( "cmdb_ci" ) ) { score += 0.3 } // Keyword overlap var sourceKeywords = this . _extractKeywords ( source . getValue ( "short_description" ) ) var targetKeywords = this . _extractKeywords ( target . getValue ( "short_description" ) ) var overlap = 0 for ( var i = 0 ; i < sourceKeywords . length ; i ++ ) { if ( targetKeywords . indexOf ( sourceKeywords [ i ] ) !== - 1 ) { overlap ++ } } if ( sourceKeywords . length

0 ) { score += 0.2 * ( overlap / sourceKeywords . length ) } return score } , type : "SimilarIncidentFinder" , } Workspace UI Actions (ES5) Create Workspace Action // Create workspace-specific UI action (ES5 ONLY!) var action = new GlideRecord ( "sys_aw_action" ) action . initialize ( ) action . setValue ( "name" , "Quick Resolve" ) action . setValue ( "label" , "Quick Resolve" ) action . setValue ( "workspace" , workspaceSysId ) action . setValue ( "table" , "incident" ) // Action type action . setValue ( "action_type" , "form" ) // form, list, both action . setValue ( "order" , 100 ) // Condition action . setValue ( "condition" , "current.active == true && current.state != 6" ) // Client action (opens modal) action . setValue ( "client_script" , "function onClick() {\n" + " spModal.open({\n" + ' title: "Quick Resolve",\n' + ' widget: "quick-resolve-modal",\n' + " widgetInput: { table: g_form.getTableName(), sys_id: g_form.getUniqueValue() }\n" + " }).then(function(result) {\n" + " if (result) {\n" + ' g_form.setValue("state", 6);\n' + ' g_form.setValue("resolution_code", result.code);\n' + ' g_form.setValue("close_notes", result.notes);\n' + " g_form.save();\n" + " }\n" + " });\n" + "}" , ) // Icon and style action . setValue ( "icon" , "check-circle" ) action . setValue ( "button_class" , "btn-success" ) action . insert ( ) MCP Tool Integration Available Tools Tool Purpose snow_find_artifact Find workspace configs snow_query_table Query workspace tables snow_deploy Deploy workspace widgets snow_execute_script_with_output Test workspace scripts Example Workflow // 1. Find workspaces await snow_query_table ( { table : "sys_aw_workspace" , query : "active=true" , fields : "name,title,primary_table,url" , } ) // 2. Get list configurations await snow_query_table ( { table : "sys_aw_list" , query : "workspace.name=IT Service Desk Workspace" , fields : "name,table,filter,columns" , } ) // 3. Test similar incident finder await snow_execute_script_with_output ( { script : var finder = new SimilarIncidentFinder(); var similar = finder.findSimilar('incident_sys_id'); gs.info('Found: ' + similar.length); , } ) Best Practices Role-Based - Design for specific roles Efficient Lists - Optimized filters and columns Context Panel - Relevant information accessible Agent Assist - Enable knowledge/similar records Actions - Streamline common tasks Performance - Lazy load components Mobile Ready - Test responsive layouts ES5 Only - No modern JavaScript syntax