Agent Workspace - HRSD & ITSM

[Justin W]

Hello Community!

I had a quick question for anyone familiar with working/implementing Agent Workspace.

If you had agents that are working both HR cases and IT incidents are they able to just toggle back and forth to different workspaces within an instance?  If not, any thoughts on how people have solved that issue?

Thank you very much!

J

[Ravi Chandra_K · Accepted solution]

Hello @Justin W 

as per the below article 

"As of now, HR Agent Workspace and ITSM Agent Workspace are separate. However, you can still give an Agent both the HR Agent roles and ITIL roles so they can access the underlying records in either Workspace. One thing to note is the individual components, configuration, or any other Workspace-specific experiences may not transfer across HR Agent Workspace to ITSM Agent Workspace, or across ITSM Agent Workspace to HR Agent Workspace. In the future, a joint HR/IT Agent Workspace is planned to solve for this use case. "

refer the article:

https://www.servicenow.com/community/hrsd-articles/hr-agent-workspace-your-faqs-answered/ta-p/231077...

The landing pages, reports, components and configurations are different for both Workspaces. If you want to build a custom Workspace that caters both IT and HR, it depends on no.of cross functional agents the organization has. you have to weigh the efforts and business benefit. as the article suggests, ServiceNow has plans of doing it in future. but I'm not sure how close we are. You can create idea for ServiceNow here: https://support.servicenow.com/kb_view.do?sysparm_article=KB0755878

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra.

[Justin W]

@Ravi Chandra_K  - Thank you so much for your insight and the helpful article.  I did have one follow up question.  When it says " One thing to note is the individual components, configuration, or any other Workspace-specific experiences may not transfer across HR Agent Workspace to ITSM Agent Workspace, or across ITSM Agent Workspace to HR Agent Workspace."

Does this mean things like the layout, configurations and any sort of reporting that an HR Agent/IT Agent (or admin) has done won't translate over from one Workspace to the other?

[Ravi Chandra_K]

Hello @Justin W 

Greetings!

Yes. The layouts, reports, components and configurations are different for both Workspaces.

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra.

[Satish Rana1]

Kindly refer the article:

https://www.servicenow.com/community/hrsd-articles/hr-agent-workspace-your-faqs-answered/ta-p/231077...

Thank you