ServiceNow Agent Workspace

ServiceNow just made Orlando release available for developers (you can upgrade your PDI), and we can get the first look inside of a new platform component: Agent Workspace / Workspace Experience.

Agent Workspace became available with New York release, but configuration options were very limited at that time. With Orlando release, we have an opportunity to explore Workspace architecture a bit more and finally build custom workspaces with web components.

There is no architectural documentation available yet (as of 1/27/2020) and a lot of components and functionality locked to maint role. Hopefully, that will change when Orlando release becomes general available for everyone.

The primary goal for my current research is to explore options for building custom workspaces and web applications from scratch — custom layouts, pages, interactions, components etc. This is what I’ve got so far:

This is a very first and very preliminary look at the architecture behind workspaces. Some dependencies and definitions may change and (hopefully) will be described in detail in the official documentation once it is available.

So far, everything looks exciting and intriguing, and it feels like workspace experience will be a game-changer for the ServiceNow development community.

We can build custom components and pages:

An interesting fact — multiple out-of-the-box Workspace components are built with React:

So yes, we can use React to build custom workspace components. Here is a ServiceNow-React boilerplate app imported and rendered as a single workspace component: