Switch an Incident from Classical UI to Service Operations Workspace in One Click

Service Operations Workspace provides a much simpler and more intuitive view than the classical UI.

As a way to encourage users to adopt Service Operations Workspace in their day-to-day operation, you can create a simple UI Action that takes ITIL users from the classical UI to Service Operations Workspace with a single click.

Here is how you can do it.

Steps

1. Navigate to System Definition → UI Actions

2. Click New to create a new UI Action

3. Set up the UI Action with the following configuration:

   • Name: Open in Service Operations Workspace
   • Table: Incident [incident]
   • Action name: openSOWorkspace
   • Form button: checked

4. Add the following script to the Script field:

function openSOWorkspace() {
  g_navigation.openPopup(
    "/now/sow/record/" + g_form.getTableName() + "/" + g_form.getUniqueValue()
  );
}

That's it. Once saved, ITIL users will see the button on the Incident form and can jump directly into Service Operations Workspace without losing context.

You can also download the UI Action from ServiceNow Share: Switch to Service Operations Workspace