Table of Contents:
- Agent Assist
- Agent Chat
- Automated Testing Framework (ATF)
- Case Creation
- Case Resolution
- Employee Data Management
- Encryption
- Form Actions
- HR Playbook
- Interactions
- Landing Page
- Layout
- Links
- Lists
- Localization
- Notifications
- Styling and Accessibility
Agent Assist
Q: Regarding Agent Assist and the ability to attach knowledge to a case, is it possible to attach an article body in additional comments section of a case instead of the article link? If so, how can we enable this?
A: This is possible from the Table Configuration list. Please review this document for configuration instructions.
Q: Can the column on the right hand be configured to hide/show current items or add additional items? The requirement is to remove Agent Assist, Employee documents and to introduce a custom attachment functionality please.
A: The contextual sidebar is fully configurable. However, some fields cannot be edited from the list page. To edit that enabled field and therefore remove a component from the sidebar you’ll want to add it to the form like below. It is recommended to use caution when removing Agent Assist as it is the primary tool used to search for and use important related records like knowledge.
Q: Does the Agent Assist feature require AI?
A: Not necessarily. Agent Assist can work in 2 ways. The first is using Predictive Intelligence (AI) via the Similarity framework to generate KB article recommendations. The second is through logic using a field, for example short description, to then search the KB for relevant articles. By default, Agent Assist is using the second option, and does not require AI for feature use. Agent Assist is configured by navigating to HR Agent Workspace guided setup from the filter navigator. From the main menu, scroll to where you see the option to configure search. For Predictive Intelligence to work, you will need to create a similarity definition that looks at kb_knowledge or another knowledge table. The value here you can create your own definitions for relevant search results using PI. You can also expand this argument to include other PI-related solutions such as Knowledge Demand Insights, where PI can be used to identify gaps in KB articles to help boost agent performance and case deflection.
Agent Chat
Q: Is Agent-to-Agent Manager chat supported in HR Agent Workspace?
A: As of the Quebec release, Agent Whisper chat (manager listening into Agent) is supported in Agent Chat.
Q: Can I configure the Agent Chat inbox or the HR Case inbox?
A: Each service channel in AWA can have its own card layout: Service channels > Inbox layouts > Select a layout.
Q: How do I make available specific service channels for my Agents?
A: You can remove options from the channels on the 'Available' Presence State and it would not be associated for the agents to receive work items on those options. You can control this using the Apply to Groups (don’t select Apply to All) on the Presence State configuration.
Q: Do keyboard shortcuts work on HR Agent Workspace? If I type CMD+S will it trigger the save action?
A: No keyboard shortcuts will work by default in HR Agent Workspace. Quick actions or slash commands are designed to work for faster responses to chat and/or response templates, and are available for HR Agents to use.
Q: Can we use the VIP field to sort which chats are answered in a certain order? The use case is for VIP chats to be handled as a first priority, followed by all other chat requests.
A: The way Agent Chat and Advanced Work Assignment (AWA) operate is work item sort order controls the order in which queued work items get offered to Agents. This means the latest chat offered will be at the top of the Agent's queue irrespective of which person raises that chat. Unfortunately, the work item order for the Agent’s inbox can't be configured and the latest chat offered will always be at the top of the list. If the Agent has a maximum capacity of 4 and they are already working on 3 chats; if 2 more chats come in, then the VIP chat will get assigned first before the other chat. However, the Agent will not see the chats in a specific order in their inbox.
Automated Testing Framework (ATF)
Q: Is the Automated Testing Framework (ATF) currently supported in HR Agent Workspace?
A: ATF for HR specifically is not a slated roadmap item at this point as this feature sits at the platform level. Product Docs, Developer Portal, and the ServiceNow Community are great resources for information on ATF and Agent Workspace. Here is one example. In terms of documentation, please review ATF in Paris and Quebec releases as a starting point.
Case Creation
Q: Is it possible to control the case creation module? We would like to only allow case creation for users who have an HR profile, and would not want additional profiles to be automatically created. Currently it allows for all users in sys_user but not hr_profile.
A: It is possible to do this by modifying a script include. You will have to remove sys_user from searchTables from Script Include hr_CaseCreation. This approach is not recommended as it is a customization to key components driving HR Agent Workspace usability. We will have additional search configuration options available in a future release.
Q: Is it possible to control the case search results on the case creation page? Use case: as the system grows, we see potential performance issues if we don’t have a way to restrict the number of records shown during case creation.
A: The ‘Page size’ field in the case creation configuration restricts the overall number of results shown. The default setting is 10 and you can adjust this value up or down depending on how many results you would like to return.
Q: Is the COE field is mandatory while creating a HR case from an Interaction record? As an HR Chat Agent they would not know which COE to select for each case and this field is irrelevant to business as they are not aware of COE table info. Is it possible to hide the COE field on the form? Is it also possible to rename the HR service field to Sub-category to keep consistency of label names across the flow?
A: The Case Creation UI can be modified for editing this just has to be requested from HI/Now Support (to unlock the UI Page for editing). Once unlocked, it is possible to hide the COE field and rename the HR service field to something more representative of its function.
Case Resolution
Q: How can users create a custom checklist for a case? We are seeing checklists created at the HR service template level, but cannot find how an Agent can create new checklist items or create new templates directly on a specific case.
A: Checklists are read-only within HR Agent Workspace and are designed to be created by the process owner or admin at the HR Service Template level.
Q: Does HR Agent Workspace support the in-form viewing of a PDF file and other file types, such as Word or Excel?
A: The document viewer only supports PDF but not office file types. PDF file viewing was introduced in the Quebec release.
Q: How will history work on HR Agent Workspace?
A: As part of the related lists, we store previous case history for ‘opened for’, ‘subject person’, and ‘interactions’ that the user may have previously had. Case history is stored in the Activity Stream for an open case. We currently don’t have a ‘recent’ tab in Workspace. The closest thing would be the ‘recently updated’ components on the landing page which would show you any of your cases that have recently changed.
Q: Does HR Agent Workspace preserve the HR Case parent-child relationship? Is it possible to relate a bunch of existing HR cases to another parent HR case?
A: Yes, the parent child relationship between HR Cases is preserved in HR Agent Workspace.
Q: Is there any easy way to open a new tab showing the HR Portal, as an Employee would view it, from HR Agent Workspace?
A: Nothing standard out of box; however, this could be configured as a declarative action or else using the deep link generator.
Q: Do Quick Messages work in HR Agent Workspace?
A: Yes, Quick Messages are available from the send email case action, and will display in Contextual Side Bar in the Quebec release. Navigate to the HR Agent Workspace case form > overflow menu (3-dots menu) > Compose Email > Quick Messages and Response Templates are both available from the Contextual Side Bar.
Employee Data Management
Q: Is it possible to manage the user’s profile in HR Agent Workspace? Agents will leverage this capability to manage several user-level preferences like language, time zone, phone number, delegations, etc.
A: Normally, managing user record fields like name, phone, location is something we restrict to an administrator. So, while we avail all the user configurations (i.e. preferences) from the profile icon in HR Agent Workspace we don’t show the form for sys_user. Keep in mind, an Agent can always view/edit the HR profile for themselves or another user. For more advanced use cases such as delegation, we recommend using the advanced work assignment functionality.
Encryption
Q: Does HR Agent Workspace support encrypted fields?
A: In the Quebec, support 1-way encrypted text fields such as password is provided. Please review our product documentation on supported field types in HR Agent Workspace. In an upcoming release, we have added additional 2-way encrypted field support that can be found in our product documentation when this release becomes available.
Form Actions
Q: Custom UI Actions with scripting elements are not working as expected when enabled with HR Agent Workspace. They display as expected but do not seem to cause anything to happen when clicked. How can I fix this?
A: You will need to adjust any custom UI actions to be Workspace compatible, and in most cases, this is as simple as checking a box on the UI Action form view to be visible in the Workspace view. It is also recommended to re-evaluate any custom scripts used to ensure the UI action is working as expected in the Workspace UI.
Q: Custom fields on native platform do not appear OOTB on the form in HR Agent Workspace. Is this expected functionality?
A: Yes. Custom fields will need to be configured to appear in HR Agent Workspace. You will need to include the field when you are configuring the HR Agent Workspace form view and ensure the field type is supported in HR Agent Workspace, as not all field types are supported in HR Agent Workspace. You can learn more about supported field types in our product documentation.
Q: Can I remove or change the Comments and Work Notes fields in the Activity Stream? Or change the default to stacked mode only?
A: You are not able remove the comments and work notes fields from the form at this time. However, this is planned for a future release. You can minimize this by putting these fields in a separate collapsed form section OOTB so they’re out of the way. Please see this configuration workaround:
- Create a UI policy and make it specific to HR Agent Workspace to hide the form section of Comments and Work Notes.
- Clear the cache and reload the form in agent workspace to validate it works.
- You can use the system property: glide.ui.activity.journal.stacked to enable or disable the option to allow HR Agents to view the Comments and Work Notes in the Activity Stream as stacked or side by side.
Q: Are Guided Tours supported in HR Agent Workspace?
A: Guided Setup is available but not Guided Tours.
Q: Are UI macros supported in HR Agent Workspace?
A: It depends on the UI macro. Some are supported such as deep linking. For custom UI macros, it is best to create a field action via declarative actions, that upon clicking, would launch the UI macro within a modal.
Q: I am seeing 'false' at the top of HR Agent Workspace for every case tab.
A: The tab label shows the Display Value of the table. It is possible you may have added a field to that table and set it to be the display value of the table which is now showing in the tab. To confirm this, in the standard/platform UI, pull up the record while logged in as Admin. Right click on the header or click the hamburger Additional Actions button and choose Configure Table. In the Columns section you should have a column named Display (included OOB) but if not, add it via the gear. Right click on any of the false values and 'Filter Out'. This will present you with the column that is used for display with a value of true. It is likely there is a boolean true/false field set as true which is causing the issue. If this is not happening in another instance compare which column is supposed to be set to true and adjust accordingly. Only one column can be a table's display value.
Q: Can search results (when searching from upper right corner search bar) include results that pull from custom fields?
A: Yes. These would need to be configured and indexed for global search. You can configure global search from HR Agent Workspace Guided Setup > Search.
Q: Can I use HR Agent Workspace to support both HR Cases and IT Requests?
A: As of now, HR Agent Workspace and ITSM Agent Workspace are separate. However, you can still give an Agent both the HR Agent roles and ITIL roles so they can access the underlying records in either Workspace. One thing to note is the individual components, configuration, or any other Workspace-specific experiences may not transfer across HR Agent Workspace to ITSM Agent Workspace, or across ITSM Agent Workspace to HR Agent Workspace. In the future, a joint HR/IT Agent Workspace is planned to solve for this use case.
HR Playbook
Q: How to configure the HR Playbook card fields because the pill picker isn’t working on one of the configuration items for Record Fields.
A: Please see below configuration page to manually add in the field variable names.
Q: Is it possible to have multiple lists open in HR Agent Workspace? Similar to the tabbed view of cases, interactions, and articles, can you view lists in these tabs? Or are lists only available from the "Lists" icon on the left-hand side, which only allows the option to have one list open at a time?
A: Not at this time. You can create personal lists and configure table options to display from the ‘+’ menu but not view lists in multiple tabs.
Interactions
Q: When an HR Agent creates an HR Case from an Interaction record, is it possible to not have to include collaborators in the assignment groups? It seems that a collaborator automatically inherits the ‘case_writer’ role and should be able to access all HR cases, but the COE security policy is restricting that by taking precedence. Previously a collaborator had access to all HR cases without being part of any security group.
A: To be added as a collaborator, the Agent is expected to have sn_hr_core.case_writer role but does not need to be member of a particular assignment group within that same COE. If you are an Agent with that same role, but in another COE, it would depend on that COE. For example, LE Cases require agents with the LE Case Writer role sn_hr_le.case_writer to be able to collaborate of LE cases. Similarly for Employee Relations, the Agent would need the ER case writer role sn_hr_er.case_writer to be able to collaborate. For any other COE that does not utilize custom roles to restrict case viewing and/or access, the collaborating Agent would just need the Core Case Writer role sn_hr_core.case_writer.
Q: Currently on a Live Agent interaction there is no ability to search for Knowledge Articles. Use case: As an HR Agent, I should be able to search for Knowledge Articles while I am working on chat requests. Similar to HR case, it will be very helpful for the Agents to quickly look up Knowledge Articles.
A: In an upcoming release we will have the Agent Assist component, and therefore the KB search, added to the interaction form OOTB. For Paris and Quebec releases, customers can add it to the Contextual Side Panel as the components on the contextual sidebar are configurable. The side panel configuration is powered by declarative actions. Admins can essentially choose which components they would like to render in the side panel, the icon, etc. Please use this document for reference on how to configure this option.
Q: Why can I not see the Transcript field in the Activity Stream?
A: The transcript field in HR Agent Workspace is available OOB in the Quebec release. In the Paris release, you can manually add in the Transcript field when configuring the form view in HR Agent Workspace.
Landing Page
Q: Can the HR Card List Config be updated to show Cards that are HR Tasks, instead of HR Cases? Is there is a way for customers to return cards to the HR Agent Workspace landing page that are from a table that is different than the HR Case table?
A: The single score reports are configurable through UI Builder. The card lists are configurable to a certain extent. You can change the condition, the order of the cards, the limit, etc. but not the table. The new widgets in the case card list view are hardcoded to HR case; however, the single score widgets can be changed.
Q: For the donut and bar reports on the landing page, I did not see a report reference when I was in UI Builder. Are those reports configurable?
A: Those specific components are not configurable at this time. However, there are generic PA versions which are. Please see our product documentation on visualization types for more information.
Q: Can Agents configure their own landing page, in addition to the personal settings available in the HR Agent Workspace form view?
A: No. Only Administrators are able to configure the Landing Page and HR Agent Workspace layout. Administrators must have the hr_admin role.
Q: Is it possible to add dashboard filters such as Assignment Group, Region, HR Tasks, etc. to the HR Agent Workspace landing page?
A: If you are modifying a version of the 'Skyline' landing page, the carousel components do not support the HR Task table. It is recommended to start with the base HR page, make a copy, and begin modifying the less-templated landing page for greater configuration flexibility.
Layout
Q: Can the ribbon component be expanded, collapsed, or moved to a different place on the page?
A: The ribbon component can be expanded or collapsed, but not moved to other parts of the page. Using the Agent Settings menu in the upper right corner of HR Agent Workspace, Agents can individually opt to automatically show or hide the ribbon component if this component is selected to be shown by the administrator.
Q: How do I configure each of the 3 form sections? Can I control the height and width of these sections to avoid whitespace in certain scenarios?
A: Agents can set the width of the 3 sections and have the option to show/hide the ribbon using the Settings menu. Preferences will stay according to how the Agent sets these. Agents also have the option to disable Agent Assist using the Settings menu, and it can also be removed altogether. The first and second form sections can be resized or collapsed, but not removed altogether.
Q: Can I customize the height of the page header?
A: You cannot reduce the height of the header without customization, but you can add fields to this area. The ribbon component can be collapsed by default. It cannot be removed completely without a customization.
Q: Can custom contextual menus on the case forms be added, such as Create IT Incident?
A: This can be added as a UI Action.
Q: Additional tabs in the case form are listed top down in HR Agent Workspace. Is it possible to add these sections?
A: The input fields for Comments and Work Notes in the form view will post to the Activity Stream when the form is saved. Alternatively, you can use the compose section of the Activity Stream to communicate without having to save the form. We have an update in a coming release to allow you to remove the form fields altogether if you want.
Q: Is it possible to place some of the Case form tabs available on the classic UI, onto the HR Agent Workspace UI to provide an Agent experience similar to what we have today?
A: For use cases like this: As an HR agent, there are fields on the form that I don’t need to be visible at all times; we recommend using form sections. Keep in mind, when you use form sections you can configure whether or not you want those sections expanded by default when you open the record. If the goal is to display form fields in related lists and the contextual sidebar, there is not a 1:1 way of doing that without creating new custom components, just because that’s not how those components were intended to be used. You can technically create a related list which would list the form sections and then selecting that section would open a new record with those form fields, but that’s not a great experience and not one we would recommend.
Q: What are the possible options to display the ‘Employee Request’ section that is captured on when the employee updates the record producer. The preference is to have it as a separate tab, or else as a section under the form details that can be accessed by accordion or form navigation.
A: Regarding the ability to show the record producer on the case form, there is not a 1:1 way to bring the record producer in with the components we currently have. Our recommended solution for this is to create a new component specifically for this purpose that can be placed in either a related item tab or the contextual sidebar.
Q: In the Agent Workspace, is it possible to expose multiple dashboards in the lists or elsewhere? Agents need to be able to access predefined dashboards and be able to toggle between then, as well as be able to generate ad hoc reports.
A: In HR Agent Workspace, the landing page is the predefined dashboard for a user. Currently, Agents are restricted to a single landing page. This was by design as the goal is to have landing pages that are purpose built for the user/role. You can create many landing pages and then target them to specific users, groups, roles to ensure the right people get the right landing page. So, instead of an HR Agent having to look through many landing pages they can get all the reports/data they need in a single page that makes sense for them. That said, we do plan on expanding that capability in the future so that an admin can expose multiple landing pages to an agent in Workspace if they wish. The ability for a user to define new reports, and the host of other platform reporting capabilities, is generally considered an admin, manager, or lead function and not something the agent themselves would manage. This functionality is planned to be a part of HR Manager Workspace in a future release. In the meantime, a user would need to navigate to the platform UI to access the core reporting functionality. Keep in mind, Agents can always build new lists and export them in HR Agent Workspace.
Q: Is it possible to have collapsible tabs on the HR Agent Workspace home page, to try to reduce the number of reports shown to the Agent? Agents working from smaller screens have difficulty seeing complete menu options and experience more scrolling to navigate the case form.
A: HR Agent Workspace was not originally designed for use on small screens - approx. 13". Therefore, Agents may experience issues with seeing all available menu selections, a full list of reports, or scrolling on the case form if they are working from small screens with low resolutions. Zooming out can help with these types of issues but it is not a perfect solution.
Links
Q: What does a sample URL look like for agent Workspace for a case record?
A: yourinstance.service-now.com/now/workspace/hr/record/sn_hr_core_case/3d9bbdcf1ba4d4100f4e326c0a4bcba3
Q: Is it possible to only expose the HR Agent Workspace UI to all the HR Agents and block them from accessing the classic UI? From the list view for HR Case, this should automatically launch the HR Agent Workspace option only.
A: Our intention from a product perspective is that Agents live in one UI and don’t need to navigate between both platform and Workspace UIs to do their job. The use case we recommend allows an administrator to deploy HR Agent Workspace to specific roles or groups of Agents, while keeping other Agents on the platform UI. This should also account for these Agents working together, so platform UI Agent A sends an HR Case URL to Workspace Agent B. Navigation handlers are the preferred method to achieve this type of configuration. You can follow the steps below:
- You can control URL redirection using Navigation Handlers and they can be scripted to base destination URLs based off of roles and permissions. For example, to control whether an Agent is routed to Workspace or the platform UI, you would create a Navigation Handler on table sn_hr_core_case based on a new role you will need to add a workspace_view_role.
- See sample script:
var answer = g_uri.toString();
if (!gs.getUser().hasRole('workspace_view_role')) {
answer = "/now/workspace/hr/record/" + current.getRecordClassName() + "/" + current.getUniqueValue();
else
answer = "nav_to.do?uri=%2F" + current.getRecordClassName() + "%3Fsys_id%" + current.getUniqueValue();
Q: Do Navigation Handlers also control which Agents have access to just HR Agent Workspace also work for shared queries and reports?
A: Yes, if you click on HR Cases from reports they will open in HR Agent Workspace. Basically, any link pointing to platform view of a HR Case record will be redirected to HR Agent Workspace, or as defined in the Navigation Handler.
Q: If we use the Navigation Handler approach to control which Agents have access to just HR Agent Workspace, will the Navigation Handlers also have to be on all the HRSD specific tables?
A: Yes, you will need to define Navigation Handler for all those tables which should redirect the Agent to HR Agent Workspace.
Q: Would the Navigation Handlers work for inherited tables as well including all of the individual COE tables?
A: No, you will need to define Navigation Handlers for each inherited table. There can only be one Navigation Handler active at a time for a particular table. We have Navigation Handlers defined OOTB for the transfer case use case. You’ll need to combine both of these requirements to maintain the existing behavior.
Q: Where would Related Links live in HR Agent Workspace? (Example: Add Employee ToDo)
A: You can add a task/employee to-do using the first click path below. This is a UI Action that is currently in the HR Agent Workspace Form Menu (accessible from the overflow menu/three dots menu). If you’d rather have this exist as a button, an HR Agent Workspace admin can go to their User Menu > Configure Page > UI Actions. From there, they can open the Add Task UI Action and select the Workspace Form Button checkbox.
Lists
Q: How will personalizing lists or Favorites work in HR Agent Workspace?
A: HR Agent Workspace does not support Favorites. We use a new concept titled My Lists that comprises personalized lists of cases and tasks that an agent can define for themselves, or have defined on their behalf. Agents can modify lists that they’ve been given access to create their own personal versions. We have enhancements coming to this functionality including sharing in the coming releases.
Q: Can an Agent modify the list columns based on their preference? Or is this list view fixed by admins?
A: Agents can create custom versions of Admin lists that they can manage themselves including changing columns. They can also create new lists under the My Lists tab. Agents are not able to edit the core lists by design, as these are intended to be configured and set by the administrator, and provided to Agents based on their role or group.
Q: Are Agents able to create their own lists in HR Agent Workspace or can we restrict access?
A: This capability for Agents to create their own custom lists was removed from the out of box configuration for HR Agent Workspace because it requires a fairly technical query builder which was confusing to the non-technical users. HR Agents can still create their own lists by saving an existing list and modifying it to fit their needs. It is at the discretion of the administrator to add back in the create new list button by following these steps:
- Go to UX Custom Content Extension table. Enter sys_ux_custom_content_root_elem.list on navigation filter and hit return. OR On navigation filter, navigate to: Workspace Experience > Administration > Landing Pages. It will bring a list of UX Custom Content Extensions for landing pages only.
- Click on All to see all the records.
- Search for Name to be List Module. If more than one record is there, open the one in HR Workspace scope. If no record found then HR Workspace plugin is not installed. OR Open this record - www.your-instance.com/sys_ux_custom_content_root_elem_list.do?sysparm_query=sys_idSTARTSWITH6d62bab3532433005bd3ddeeff7b12f0.
- Uncheck property hideListCreation on this record.
Q: Are the Related Lists pre-displayed from the database when the form is loaded, or are they displayed on demand when the user clicks on the related list?
A: Related lists are returned from the database when the form opens up, so ‘on load.’
Q: How can we give Agents a complete view of all their tasks that may include incidents, requests, and changes as well?
A: This can be done through configuration. Agents will be able to see any record you give them access to. Make sure you create a Workspace form view for that record and ensure that you update the report in the appropriate widget or lists.
Q: Where can we configure list actions in HR Agent Workspace?
A: Go to Workspace Experience > Actions and Components > List Actions.
Q: Is it possible to enable the multi-select capability for HR Agent Workspace lists?
A: This should be enabled in HR Agent Workspace by default. The multi-select checkboxes only show if there is a declarative action that requires record selection. That configuration lives in the declarative action itself.
Q: Is it possible to edit the list view in real time, and modify the fields the same way as in the Platform UI?
A: Not at this time. This capability is referred to as inline editing, and is a planned enhancement for a future release.
Localization
Q. Regarding Localization, does HR Agent Workspaces use the same localization tags that platform does?
A: Yes, platform configuration for localization applies to HR Agent Workspace. Documentation on rendering individual forms for agents in HR Agent Workspace uses form views just like platform does. They’re just a separate workspace specific form view. Please refer to our product documentation on how to configure form views.
Q: How do you configure language preference in HR Agent Workspace?
A: HR Agent Workspace uses the same internationalization tags the platform does. HR Agent Workspace just doesn’t avail that field from the sys_user record in the preferences section since it is usually something configured once by the administrator.
Q: How do you setup preferred time zone in HR Agent Workspace?
A: Same as above, this is something normally done by administrators so it is not present in HR Agent Workspace preferences for Agents. Keep in mind that you can always edit it from the form if need be.
Notifications
Q: Does HR Agent Workspace provide the ability to trigger an info message or some sort of alert after creating a record that the current Agent does not have ‘read’ access to in Workspace.
A: UI Policies are supported in HR Agent Workspace. Regarding any Client Scripts, double check the UI Type is set to 'All' or at least 'Mobile/Service Portal'. For any UI Policies, the 'Global' checkbox needs to be ticked.
Q: Do the links in the notifications (links that take 'assigned to' directly to the case details, HR tasks, etc.) need to be adjusted for HR Agent Workspace?
A: It is a recommended practice to review all notifications and ensure links are working properly for HR Agent Workspace URLs.
Q: What controls which Agent gets what kind of link to the case form in the email notifications?
A: If you are able to control which UI a user has access to they’ll end up in the right place. The intention with HR Agent Workspace is that Agents will be able to do everything they in the workspace interface without having to go back to platform. However, we do recognize that some personas will still need to access platform (managers/leads). We’re planning to solve for this with Manager Workspace in a future release.
Q: Where can I see my pending approvals from the HR Agent Workspace?
A: You will be able to view approvals and notifications from the upper right corner of HR Agent Workspace.
Styling and Accessibility
Q: Is form field styling or conditional form field styling supported in HR Agent Workspace? On the classic UI, one of the options we have available is to make the subject person show up in Red if they are VIP. Is this type of styling available in HR Agent Workspace?
A: Field styles are only supported in the list view for Agent Workspace, not the form view. Only the background color field style is supported. Any field you define for a field in a parent table also appears in the child table. For example, if you apply a field style to the Priority field in the task table, the Priority field in the HR Case table also shows the field style. You have a couple different options when it comes to field styles in Workspace:
Q: Is it possible to add colors to the Work Notes and Additional Comments field label in HR Agent workspace?
A: There are some limitations when it comes to field styles for HR Agent Workspace. Please review this documentation to set up custom actions on record fields in Workspace. We plan to address these styling limitations in a future release.
Q: Regarding the font on the form layout, can we customize those fonts (size and font type)?
A: Only EDS fonts are currently supported in HR Agent Workspace.
Q: Is it possible to show the form sections in a related item tab?
A: There is a limitation in the related item tab that prevents the ability to add form sections. This is already slated as an enhancement.
Q: Is it possible to view a record preview in HR Agent Workspace?
A: This enhancement is current planned for a future release.
Q: Is HR Agent Workspace WCAG compliant?
A: Officially HR Agent Workspace is WCAG 2.0. We have plans to increase this in a future release.
Q: Does HR Agent Workspace inherit any of features available on settings in the platform UI for areas such as theme and accessibility?
A: Those are settings for the platform UI and not inherited in HR Agent Workspace. Once Agent Workspace theming is available, that capability will be added to the HR Agent Workspace preferences menu.
Q: Agents have raised the issue that in HR Agent Workspace the read-only fields are too hard to read for them, with the light grey font color being too light. Is there a way to change the text color of read-only fields in an HR Agent Workspace form?
A: In a future release, there is a completely new UI Builder capability which also allows for the creation of form pages, and the ability to adjust colors and fonts.
Hello Marcelle,
This will redirect me to agent workspace if I have 'workspace_role' but how will I set the view in Workspace.
We know by default agent workspace uses 'Workspace View' for showing ticket data under details tab. I want to change that 'Workspace View' to 'ess(self-service)' view using navigation handler or some code.
Using the example above, I was able to route the agent to agent workspace, but if I am setting view in the link to, lets say ess, then its showing me 'Record not found' in agent workspace.
Hey Hi,
How can we add recent tab on HR Agent Workspace like below
Thanks in Advance
@michaelj_sherid thank you for your reaction. but your comment is a bit different than what the documentation is saying. It says impersonate. That is very confusing. due with that, the agent should not have access to a article, he/she just have to switch on the toggle and is able to search on behalf of the opened for person. Is the documentation wrong?
