Agent Workspace and Dispatcher Workspace

[AnanyaT]

Not able to access these workspaces. Have downloaded the FSM and CSM plugins.

[Sandhya Gurram]

Hi @AnanyaT ,

There are usually four reasons for this. Work through them in order:

1. You’re looking for the old workspace. The legacy “Agent Workspace” for CSM and FSM is being deprecated, and from Vancouver onwards it is hidden on new instances. On a new PDI you’ll only see it as “CRM Workspace” (also called CSM/FSM Configurable Workspace). Dispatcher Workspace sits inside that workspace and isn’t a separate legacy app.
2. The right apps aren’t installed. Go to All > System Applications > All Available Applications > All and check these:
   • CSM/FSM Configurable Workspace (the Store apps in Vishal’s screenshot)
   • Field Service Management Configurable Workspace (com.snc.uib.fsm_agent_workspace)
   • FSM Configurable Dispatcher Workspace (sn_fsm_disp_wrkspc). Installing this one also installs the FSM Configurable Workspace plugin, the sn-fsm-components plugin and Application Common Configuration.
   • The base plugins for both: Field Service Management (com.snc.work_management), and Customer Service with Field Service Management (com.snc.csm_fsm_integration) if you want case-to-work-order integration.
     You need admin to install them. If domain separation is on, you must be in the global domain.
3. Your user is missing the roles. Admin alone often isn’t enough to see agent pages and data properly. For CSM, give your user sn_customerservice_agent. For dispatching, give them wm_dispatcher. Then log out and back in.
4. You’re opening it from the wrong place. Configurable workspaces need Next Experience. Switch Next Experience on, then open the workspace from All > Workspaces (or the Workspaces menu) and choose CRM Workspace. The Dispatcher Workspace is in its left-hand navigation. Old /agent bookmarks won’t work.

If it still doesn’t load after all this, check whether the Store apps finished installing. Look in Application Manager, or use “Find components installed with an application” in the docs. Repairing the app usually fixes a half-finished install.

Please mark this response as Solution if it resolves your issue.

[sanjaygupta]

Hi,

Installing the FSM and CSM plugins alone does not guarantee that both workspaces will be available. You also need to verify the workspace-specific plugins.

• Navigate to System Definition > Plugins.

• Check whether FSM Configurable Workspace (sn_fsm_wrkspc) is installed and active.

• Verify FSM Configurable Dispatcher Workspace (sn_fsm_disp_wrkspc) is also active.

• Check the required user roles and access permissions.

The Community discussion also highlights the need to verify these two plugins before attempting a reinstall.

Reference: ServiceNow Community – Agent Workspace and Dispatcher Workspace

Hope you find this helpful.