Add a Request Info Button to Service Operations Workspace

Transcript

1. 0:00

   You're working an incident in Service Operations Workspace and need more from the caller. But none of these buttons asks for a note, adds it to Additional comments and puts the incident on hold.

2. 0:10

   So you ask TorchTiger Engineer, the AI assistant for ServiceNow developers.

3. 0:14

   Before planning, it looks into your instance, and it has found the values it needs for On Hold and Awaiting Caller.

4. 0:21

   It studies an existing workspace button and checks each field against the instance's rules, then proposes one UI action and writes nothing until you grant.

5. 0:29

   You stay in control and press Reject: Request info needs a small i, and the pop-up's confirm button should say Submit.

6. 0:37

   It agrees: the button's label comes from its name, so it will match your wording.

7. 0:42

   It confirms on the web how to label the Submit button, and returns a revised plan.

8. 0:48

   Everything it writes goes into a new update set.

9. 0:51

   With your go-ahead, it writes the update set, then the button, and compares the saved record with its plan: every field came through.

10. 1:00

    Back in the workspace, Request info sits among the other buttons, and one click opens a pop-up for your message to the caller.

11. 1:07

    Cancel changes nothing, so you open it again and type your note.

12. 1:12

    On Submit, the note goes in as a public comment and appears in the activity stream.

13. 1:18

    The incident went from In Progress to On Hold.

14. 1:22

    The classic form agrees: on hold, waiting for the caller, just as you wanted.

15. 1:27

    Try TorchTiger Engineer yourself, at torchtiger dot com.