The ServiceNow® Workspace application provides agents, case managers, help desk professionals, and managers with tools to answer customer questions and resolve customer problems. Workspace was enhanced and updated in the Yokohama release.

Workspace highlights for the Yokohama release

  • Navigate form templates with larger cards, sorting preferences, and favorites.
  • Add collapsible content to email templates and attach a display to knowledge base links.
  • Leverage the latest workspace features for email composer in the Core UI.
  • Use lists that have additional condition builder fields, infinite scroll, live updates, and saved temporary lists.
  • Provide role-based access control for viewing and editing tables in the Activity stream.

See Workspace UI for more information.

New in the Yokohama release

Configure keyboard shortcut for response templates
Use a keyboard shortcut to add response templates to journal fields within a form.
Create collapsible content for email templates
Hide email content behind an ellipsis in email templates.
Configure the email composer in Core UI
Access the latest Workspace features for email composer in the Core UI.

UI changes

Favorite form templates
See your favorite form templates that you use most often in the Templates list.
Larger form template cards
Larger form template cards provide you with the entire labels for form templates in the Templates list without selecting them.
Sorting preferences for form templates
Sort form templates in the Templates list by the last used templates or in alphabetical order.
Preview the relevant templates in the email composer
Preview relevant email templates, response templates, and quick messages that are listed in the email composer's Apply templates modal.
View a total count of drafts in the email composer
A badge on the View drafts icon displays the total count of your drafts that are available in the email composer.
Preview all drafts available in the email composer
Preview all drafts that are available in the email composer's View drafts modal instead of your three most recent drafts.
Time elapsed in the Activity stream
Timestamps in the Activity stream provide more clarity on the amount of time that has elapsed by reflecting the format for timestamps in the Core UI.
Compose text area expands with changes
The Compose text area expands dynamically to fit the parent container in the side-by-side view and modeless dialog.
Customize the multi-record associator
Resize the multi-record associator and adjust the number of rows that are shown per page in the multi-record associator.
Download all attachments
Create a zip file and download all attachments in the Attachments list.
Download multiple attachments at once
Select multiple attachments to download from the Attachments list at once.
Reopen special handling notes
Reopen special handling notes after they have been dismissed without refreshing the page or closing and reopening the record.
Indicator for personalized lists
A dot was added to the Update Personalized List icon as an indicator that the current list shows the personalized columns instead of the column defaults.
Progress bar for Percent complete list field
When you add a Percent completefield to a list, a progress bar displays next to the percentage.
Condition builder integrated into list
Condition builder opens above the list as an integrated part of the list experience instead of opening as a modal.
Open column search row with icon
The Show column search row icon enables you to display a row to search columns in a list instead of using the Column options menu.

Changed in this release

Context-based suggestions with @mentions
Receive suggestions for users with access to the record when using @ mentions.
Expand all tiles in the Activity stream
Set a user preference to keep all tiles in the Activity stream expanded across cases and user sessions.
Access control security model for the Activity stream
Data filters and access rules provide role-based access control for viewing and editing tables in the Activity stream.
Multiple records added from the multi-record associator load in the background
Work on a record while the multiple records that were selected from the multi-record associator are added in the background.
Attach display text to knowledge base links in the email composer
Manage your email's appearance by attaching display text to knowledge base links.
Infinite scroll for lists
Use the Record List bundle to scroll through lists infinitely without pagination.
Live updates for lists
Use the Record List bundle to view live updates on lists without refreshing the page.
Temporary lists available in the list menu
Temporarily access personalized lists that are sent to you as links within the My Lists menu.
Filter for hierarchy in condition builder
The is within hierarchy field in the condition builder enables you to filter your list within a hierarchy instead of only direct reports.

Activation information

Workspace is a ServiceNow AI Platform feature that is active by default.

Browser requirements

Workspace doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers that are listed in Browser support.