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

Workspace highlights for the Vancouver release

  • Improve agent productivity by enabling agents to personalize elements for filtering, sending emails, and viewing fields.
  • Create guided tours within your organization's configurable workspaces.

See Workspace UI for more information.

New in the Vancouver release

AI/ML field recommendations
Enable agents to select recommended values embedded into form fields quickly by defining AI and machine learning recommendations for fields in forms.
Expand text shown in fields before scrolling
Enable fields to display all text instead of requiring agents to scroll or manually resize text fields.
Persist user preference selections across records of the same type
Improve the navigation experience in Workspace by enabling user preference selections to persist across records of the same type for Agent assist, Activity stream, rich text editor, stacking preferences, and the form section.
Create filter sets in the Activity stream
Create and save filter sets in the activity stream for quick access to filter settings you frequently use.
Enable role-based access control for creating personalized filter sets
Enable agents to customize and store their filter sets for future use by configuring personalized filters sets based on roles.
Change heading levels and hide first section title on a form
Remove unnecessary elements on a page by configuring forms to hide the first section title when empty or change heading levels.
Exclude declarative actions for selected tables and views
Prevent users from selecting inapplicable actions by configuring when a declarative action is available to users based on the conditions of records selected in the list.
Custom declarative actions for Attachments
Enable agents to customize actions available within attachments by creating declarative actions for the Attachments section of the Configurable Workspace.

UI changes

Compose emails in the Activity stream
The Email tab under Compose in a standard record page enables agents to create and send emails without leaving the standard record page.
Drag and drop recipients in To, Cc, and Bcc email fields
Remove the need to add and remove individual recipients manually. Drag recipients into email fields with mouse device and keyboard shortcuts.
Compose emails with email templates
Agents can apply email templates within the email client through the Email Templates button. Agents can save time when composing common types of emails by using email templates.
Error message with link to missing field
An error message supplies a link to the mandatory field missing data.

Changed in this release

Customize highlighted labels in form fields
Agents can configure highlighted labels with customized text and hide highlighted labels.
Resize modals in your Workspace
The resizing tool enables agents to expand the size of a model so they can view the entire modal without scrolling horizontally.
Script field types in your Configurable Workspace
Agents can input JavaScript code and provide controls such as syntax checking and formatting in script field types in your Configurable Workspace.
Configure breakpoints to increase record page density
Enable breakpoints above form fields to move the second column below the first column when resized to fewer than 450 pixels. Agents then have a readable view of all fields after resizing the fields in a record.
Updates to the TinyMCE 5 HTML editor
TinyMCE 5 HTML editor no longer supports HTML placeholders and supports only string-based placeholders.
Right-click no longer opens the browser context menu. To access the browser context menu, select Ctrl + Click for Windows or Cmd + Click for Mac.
Deactivate inline editing in lists
Change a field value in workspace lists instead of having to open the record and change it on the form. This feature is available by default and can be manually turned off.
Guided tours now compatible with Configurable Workspace
Help train and onboard users within configurable workspaces using guided tours.

Activation information

Workspace is a Now 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

Accessibility information

Reflow for Configurable Workspace

The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.

This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

Data visualization
Data visual base elements have been enhanced, enabling screen readers to announce chart data points and related metadata.
Forced Colors
This enhancement enables agents to customize the colors of their user interface and web content to meet their individual visual needs. For example, agents with low vision might enable Forced Colors to help them successfully view the user interface.