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Configure the form header for Agent Workspace

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Configure the form header for Agent Workspace

Configure the form header and subheaders in Agent Workspace so that agents can quickly see information about each record.

Before you begin

Role required: workspace_admin

About this task

Form headers are made up of one primary header and several secondary headers, or subheaders.

Procedure

  1. Navigate to Agent Workspace > Forms > Form Headers.
  2. Click New.
  3. Select a table from the list.
    Note:

    Configuration tables are not included as an option for form headers in Agent Workspace.

  4. From the Primary field list, select the field that you want as the form header.

    Choose a field that is descriptive and unique. For example, you could choose short_description.

  5. Right-click the form header and select Save.
  6. To add secondary fields to the form subheader, select the fields that add important details to the form, such as priority, state, and category.
    Note: You can select as many secondary fields for the header as you want; however, only the first five non-empty fields show in the header.
  7. Click Submit.

Result

Forms can inherit the header configuration from the parent tables. For example, if the Incident [incident] table does not have a table configuration, any incident records inherit the configuration from the Task [task] table.

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