Custom Objects on the Service Console

Deployed custom objects can be added to your Service Console components, including workspaces, workspace rules, workflows, and agent scripts.

Using objects and system attributes in these areas is no different from using standard objects and custom fields. However, where default workspaces are automatically created for standard objects, workspaces are not automatically created for custom objects so you need to create them so your staff members can add and edit records for your custom objects.

When creating workspaces for custom objects, the Insert Field tab on the workspace designer’s ribbon gives you access to the custom object’s fields as well as fields of objects that are parents of the custom object.

In this example, the workspace is being created for the WorkOrder custom object. Since incidents and the Service Category custom object are both parents of the WorkOrder custom object, the fields from the parent objects can also be added to this workspace.

If an object is the child of another object in a relationship, and if both objects can have workspaces created for them, you can edit the parent object’s workspace to add a relationship item for the child object. The names of the relationship items for child objects are derived from the object’s label followed by “View” (for example, a relationship item for an object named Warranty will be named Warranty View). This relationship item lets you access the child object’s records while working with a record for the parent object. For example, you can add the Incident View relationship item to a contact workspace to let you access incidents when viewing a contact record.

Note: If the same object is added as a child in multiple relationships to the same parent (for example, if the contacts object is specified as the child of the incidents object in two relationships), the workspace designer’s ribbon will still contain only one view item for the object. However, when you add the view item to a workspace, you can specify which report to use for the view item. This lets you define which of the child relationships the view item will use.

If you have created a self-referencing relationship between objects, such as making incidents a child of itself, you can add a view item for the object to the object’s workspace. This configuration lets you create parent/child associations between different records for the same object. For example, adding the Incidents View item to an incidents workspace lets you create or edit a child incident when editing the parent incident.

Tip: Browser controls added to workspaces can include variables in the URLs to pass information about custom object records to a web page. The variable has a format of $package_name$object_name.field_name. For example, to pass information about a field named PaymentType in an object named WorkOrder in the CO package, append $CO$WorkOrder.PaymentType to the browser control’s URL. See Answer ID 5169 to access the B2C Service Connect Desktop Integration (Javascript API) documentation.