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Setting up a new workspace
Answer ID 2483   |   Last Review Date 03/18/2019

How do I configure a new workspace?

Environment:

Getting Started with Workspaces
Oracle Service Cloud

Resolution:

Workspaces define the fields and layout that staff use when adding or editing records. Different record types such as incidents, contacts, and opportunities have different workspaces. In addition, different workspaces are used when staff multi-edit records. To see the full listing of standard workspaces, go to Configuration > Application Appearance > Workspaces, then select the Standard folder.

Standard workspace layouts are included for answers, incidents, contacts, organizations, tasks, opportunities, and more. These standard workspaces cannot be opened, edited or deleted. They mainly exist to be selected in staff profiles.  However, you can copy them and modify the copies as you wish.

The workspaces used by staff members are specified in the staff profile for the account. See Answer ID 2451: Assigning workspaces to staff profiles for more information.

You can create custom workspaces for different staff profiles.  This allows you to make certain fields editable in one workspace so that only specific staff members can access and edit those fields. Similarly, you can create workspaces so that additional tabs are available to some staff members but are not available to other staff.

Note: The read-only, required, and hidden properties can be enabled or disabled for each profile. This means that within a single workspace, you can make a field required for some profiles and not required for others.  Similarly, you can make a field read-only or hidden for some profiles and not other profiles. The Hidden property is accessible when you click the Design tab at the top of the workspace designer.


For additional information, refer to the 'Workspaces' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.


Creating a New Workspace

To create a new workspace, you can either copy an existing workspace and modify the copy or you can create a new, blank workspace and add fields, controls and relationship items to the workspace.

Note:  When first creating a new workspace, it is typically easier to copy a standard workspace and add or remove items from the copy that starting with a new, blank workspace. This allows you to become familiar with the features and configuration of the workspace based on the initial, default configuration.

To copy a standard workspace, use the steps below:

  1. From the Configuration items, select Application Appearance > Workspaces. 

  2. In the left frame, click the Standard folder and in the right frame, right click on the workspace you want to copy and select Copy. 

  3. In the pop-up window, select the interface and folder of where to save the copy and add the name of your copied workspace.  Click OK. 

  4. Navigate to where you saved the copy. Right click on the copied workspace and select Edit or double-click on the name to open the workspace for editing. 

  5. Modify the workspace as you wish. Drag and drop additional fields, controls, or relationship items onto the design surface. 
     
    Click the Insert Field or Insert Control tab to view the items that can be added to the workspace. Then, drag and drop the item into the design area.
     
    To delete items, right click on the item and select Delete.  

  6. To view the properties of an item, click the item and then select the Design tab.  Select Show Details to view specifics about the item.

  7. Click Save. 

  8. Update appropriate staff profiles to use the workspace.


To create a new, blank workspace, use the steps below:
See also 'Best practices for creating workspaces'.

  1. From the Configuration items, select Application Appearance > Workspaces. 

  2. Click New Workspace on the toolbar at the top.   

  3. Select the type of workspace you want to create. This opens the Workspace Editor. 

  4. Create the workspace you want. Using options from the Insert Field and Insert Control tabs, drag and drop tabsets, fields, controls, and relationship items to the design surface.
     
    Frequently, you will include a tabset in your workspace (from the Controls list) and then drag and drop specific fields or relationships items onto each tab. 
     
    The Insert Field and Insert Control tabs list the fields and controls that can be added to the workspace. Fields available depend on the type of workspace selected. 

  5. Set the properties for each field and relationship item. Click on the field or item and set the properties for that item.

  6. Click Save or Save and Close. In the pop-up window specify the folder and name of your new workspace. 

  7. Update appropriate staff profiles to use the new workspace.


Using the Workspace Designer

Workspaces consist of four primary elements: fields, controls, relationship items and the ribbon / toolbar.

Fields: pieces of information that make up a record, for example, the contact name, or incident ID are fields that can be added to a workspace. For more information on using Fields, refer to Answer ID 2466: Including Fields in a Workspace

Controls: items such as title bars, tab sets or reports you can add to your workspace. In the basic mode you can add report, spacer, tab set, text, and title bar controls to the workspace. In advanced mode you can add browsers, panels, and tables. For more information on using Controls, refer to Answer ID 2457: Including Controls in a Workspace.  

Relationship Items: items relating to the record such as files, audit logs. For more information on Relationship Items, refer to Answer ID 2469: Configuring Relationship Items in Workspaces

Ribbon / Toolbar: defines the actions available at the top of the record, including Add, Delete, New, Save, Save and Close and Spell Check.  For more information on creating custom ribbons and toolbars for your workspace, refer to:  Answer ID 2580: Customizing Workspace Ribbons and Quick Access Toolbar.
  

Fields, controls, and relationship items all have configurable properties that can be set within the workspace. For example, you can make some fields required and make other fields read-only. For more information on editing workspace properties, refer to Answer ID 2518: Setting Properties in Workspaces.

For additional information, refer to the 'Edit a workspace' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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