Adding Glance Agent to Agent Workspace

This section will guide you through the steps of adding the Glance Agent to an Agent Workspace so that you can interact with visitors from the Agent Workspace.

Required Configurations

For the Glance Agent to function properly in Agent Workspace you must ensure that the following has been configured.

  • Glance Company Settings
  • Display Configuration for the “Table” you want to add the Glance Agent to.

Adding Glance Agent to the Workspace Contextual Sidebar

The following steps will guide you through adding the Glance Agent to a Workspaces “Form Contextual Side Bar”.

  1. Navigate to Workspace Experience > Actions & Components > Contextual Side Panel.
  2. Click New.
  3. Fill out the form with the following:
    1. Action Label: The label when hovering over the icon in the contextual side panel
      • Example: Glance Agent.
    2. Specify UI Component: glne-workspace-agent-connector.
    3. Icon: Select an icon for the contextual side panel.
      • Suggestion: handshake-fill.
    4. Workspace [optional]: Optionally you can specify a specific workspace for this to load on. If blank will load on all work spaces form for the “Table” selected.
    5. Table: Select the table you wish this to show up on. Will show in contextual side panel of that tables form.
      • Ex: Case or Incident.
    6. Please refer to this ServiceNow Documentation for any additional (optional) configurations for this page.
  4. IMPORTANT: Make sure the table you select her ALSO has a “Glance Company > Display Configuration” configured for that table.
  5. Click Submit to save this record.

Viewing the Glance Agent on a ServiceNow Workspace

This section will guide you through viewing and accessing the Glance Agent on a Workspace it has been configured for.

Required Configurations

For the Glance Agent to function properly in Agent Workspace you must ensure that the following has been configured.

  • Glance Company Settings
  • Display Configuration for the “Table” you want to add the Glance Agent to.
  • Glance Agent has been added to the Contextual Side bar configuration for the workspace you are testing.
    • NOTE: One has been deployed for the “Incident Table” as part of the OOB Installation and will be used in this guide. If you have configured your own Contextual Side bar item, please note your steps my differ slightly.

Viewing the Glance Agent in a Workspace

The following steps will guide you through viewing the OOB Glance widget in Agent Workspace.

NOTE: These steps assume the OOB Configuration of the Default Agent Workspace provided on all ServiceNow instances.

  1. Launch the Agent Workspace. Navigate to Workspace Experience > Agent Workspace Home.
  2. After the Agent Workspace loads, expand the lists menu.
  3. Navigate to Incidents > Open.
  4. Select an incident from the list.
  5. On the right side of the page, you will see the “Contextual Side Panel” identified by a series of vertical icons.
  6. Click on the Handshake Icon to view the Glance Agent.
  7. This will expand that item in the contextual side bar and the Glance Agent should now be visible.

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