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Custom Screen Pops

The Skybox integrated eXperience (SiX) offers the ability to add custom screen pops. This can be virtually any ServiceNow screen that can be accessed via a URL, such as a specific record, a list of records, or a search result.

Studio Configuration

To configure screen pops, you will need access to your CXone scripting via the CXone Studio application. SiX Agent supports two different methods for passing a screen pop URL to ServiceNow:

  1. RunApp: This action is typically placed in the OnAnswer branch of your queue script. The ActionType must be set to OpenURL.
  2. Reqagent: By setting the ScreenPopURL property in the Request Agent action.

URL Format

The URL passed for the screen pop must be in the correct format for the SiX Agent to parse it and send it to ServiceNow.

The SiX Agent expects nav_to.do in the URL along with the target page (e.g., incident.do or sys_user_list.do). You can include URL encoding, as the SiX Agent will interpret it correctly when sending the URL to ServiceNow.

Example URLs (Standard View)

  • Specific Incident: https://xxxxx.service-now.com/nav_to.do?uri=%2Fincident.do%3Fsys_id%3D4acc64f7db90c050955bc7ec0b9619a7
  • Customer Service Case: https://xxxxx.service-now.com/nav_to.do?uri=%2Fsn_customerservice_case.do%3Fsys_id%3D4c71fed3db573f00955bc7ec0b9619ae%26sysparm_view%3Dcase
  • User List (Filtered): https://xxxxx.service-now.com/nav_to.do?uri=%2Fsys_user_list.do?sysparm_query=active%3Dtrue

Agent Workspace Screen Pops

When using Agent Workspace, the URL structure differs slightly. To pop a record in Agent Workspace, use the agent path in the URL:

Example: https://xxxxx.service-now.com/now/workspace/agent/record/incident/4acc64f7db90c050955bc7ec0b9619a7