agent-workspace

Agent Workspace for ServiceNow

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Install skill "agent-workspace" with this command: npx skills add groeimetai/snow-flow/groeimetai-snow-flow-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-z0-9]/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

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