How to manually add "Discuss" button - Service Operations Workspace - Support and Troubleshooting

How to manually add "Discuss" button - Service Operations Workspace Description As per this documentation: Sidebar - Follow this documentation to see the setup required for Sidebar

OOB Sidebar is configured in these workspaces:

CSM Configurable Workspace CSM Manager Workspace HR Agent Workspace ITSM Manager Workspace Vendor Management Workspace

For other workspaces, you can manually add a "Discuss" button with the below steps. This article will explain using SOW workspace

NOTE: Sidebar functionalities are being integrated in Service operations workspace collaborate tab from SOW v3.0. If SOW v3.0 is installed please skip this KB and utilise the collaborate experience being built under SOW.

Release or Environment From Tokyo Release

Instructions NOTE: Make sure you have admin role

Below is an example to configure Discuss button on Service Operations Workspace for Incident records. The same procedure can be used for configuring Discuss button on other tables.

Steps to configure "Discuss" button on Incident - SOW

STEP 1 - Navigate to sys_ux_form_action_layout.LIST and filter for Name - "Incident" with Action Config - "SOW Actions" OR you can directly use the below URL

https:// .service-now.com/nav_to.do?uri=sys_ux_form_action_layout.do?sys_id=e28e161b534130108b91ddeeff7b1229

STEP 2 - Go to the tab "UX form Action Layout Items" and create a new entry by clicking on the NEW button

Name: Open Collab Chat

Label: Discuss

Action : Open collab chat (Make sure the right action is selected as per your need. Either Open collab chat for Task or for Interaction. In this example we are configuring Discuss button on Incident, so we have used Open collab chat action for Task)

Application : Incident Management - Service Operations Workspace

Table: global

Save the UX form Action Layout Item.

STEP 3 - Navigate to sys_ux_addon_event_mapping.LIST and filter by sys_id = 3fa7fc73b7900110ffe5ef54ce11a962

Right click on the header and click on "Insert and stay". If you do not see Insert and stay option, save the record and now right click on the header.

Change the macroponent name to "Record sow" and save the record.

(Screenshot for reference)

Now navigate to SOW, open an incident and click on the discuss button to use Sidebar functionalities