Agent Workspace Tasks

In ServiceNow's modern Agent Workspace, the embedded SiX Agent cannot link tasks and contacts using the default navigation history. To enable this functionality, you must implement a workaround involving a Script Include and Client Scripts.

1. Create a Script Include

Create a new Script Include in ServiceNow responsible for inserting history records.

• Name: SixHistoryAjaxIntegration
• Client Callable: Checked
• Script:

  var SixHistoryAjaxIntegration = Class.create();
  SixHistoryAjaxIntegration.prototype = Object.extendsObject(global.AbstractAjaxProcessor,{
      insertNavigationHistory:function(){
          var tableName = this.getParameter('tableName');
          var sysId = this.getParameter('sysId');
          var description = this.getParameter('description');
  
          var gr = new GlideRecord('sys_ui_navigator_history');
          gr.initialize();
          gr.setValue('table', tableName);
          gr.setValue('sys_id', sysId);
          gr.setValue('title', description);
          gr.setValue('user', gs.getUserID());
          gr.insert();
      },
      type: 'SixHistoryAjaxIntegration'
  });
  

2. Create Client Scripts

For each record type you want to link (e.g., Case, Incident, Request), create a Client Script.

• Type: onLoad
• UI Type: Mobile / Service Portal (required for Agent Workspace)
• Script:

  function onLoad() {
      var ajax = new GlideAjax('SixHistoryAjaxIntegration');
      ajax.addParam('sysparm_name', 'insertNavigationHistory');
      ajax.addParam('tableName', g_form.getTableName());
      ajax.addParam('sysId', g_form.getUniqueValue());
      ajax.addParam('description', g_form.getDisplayValue());
      ajax.getXML();
  }
  

Once implemented, the SiX Agent will be able to see these "history" records created by the script and offer them as linkable objects when an agent dispositions a contact.