In this article, we will see how to configure the "SLAs and Timings" section under Record Information tab. Configure the SLA timer to determine which task SLA must be displayed as part of the timer component. Navigate to All > Service Level Manage...
Often, we need to add a Watch list to the standard ticket configuration. However, out-of-the-box (OOB) this isn't allowed due to the business rule "Allow only whitelist fields for Header" Since this business rule is read-only, we cannot disable it. A...
In this article, we will see how to hide the email section on the Compose pane of the Service Operations Workspace landing page. On observation in Service Operations Workspace, the email section gets displayed when the record is put “On Hold” with...
In this article, we will see how we can "Edit" the overview section on a change record. By default, the section provides the below details and it differs based on the state of the record. Lets consider the change record which is in "New" state,...
The Service Operations Workspace is a comprehensive environment tailored for IT service management. However, for organisations that are more inclined towards customer service operations, versatile workspace like the CSM/FSM Configurable Workspace bec...
Hi Everyone, My name is Eric, and I’m a Product Manager here at ServiceNow. I’m reaching out today to ask for your guidance. I’m currently working to create a short new document that communicates what Service Operations Workspace does, and the v...
In this article, we will see how to add/edit the fields on the record header. In Application navigator, search for "Workspace Form Headers" and search for the respective table to add/edit the fields. In this article lets consider 'Chang...
Overview This article provides links to great "getting started" information for Service Operations Workspace. Contents: Introductory VideosRecommended training 1. Introductory Videos Service Operations Workspace Adoption Series This series of ...
The Service Operations Workspace Adoption Series is a 4 part program that walks you through understanding what is possible with Service Operations Workspace and then provides guidance for planning, implementation, and migration. Session 1 - Art...
Learn how to configure the ServiceNow Major Incident Management application, including supporting integrations to collaboration tools. Click here to learn more.
The Service Operations Workspace (SOW) on demand bootcamp is designed to equip implementers with the skills to carry out the most common configurations and customisations requested to maximise benefit provided by SOW. This is a highly recommended o...
Join us for a walkthrough of the Agent Workspace to Service Operations Workspace migration utility. This session will showcase how the automated migration process simplifies your transition and prepares you to take advantage of the latest ITSM inn...
In this session, we’ll explore key resources to support the configuration and implementation of Statements of Work (SOW). Learn how to accelerate customer adoption using the SOW Admin Center, including a walkthrough of our newly released Guided Se...
Kick off the SOW Adoption Series with a dynamic look into the "Art of the Possible." This session features a comprehensive, end-to-end demo of a day in the life of a Service Desk Agent—showcasing how the SOW Landing Page, On-Call Scheduling, and Maj...
We look forward to seeing you at our 2025 ITSM Service Operations Workspace events! Check out the links to register and please be sure to bookmark this page as we will be updating the list regularly. UPCOMING EVENTS: DateEvent TypeTitle/Descripti...
In this article, we will see how to move a related list from the "Related Records" tab for a change record. Note: The process remains the same for other record types. Kindly check the application scope. Navigate to Script Includes [sys_script_inc...
Quick Setup: "Quickly setup and modernize your incident lifecycle process with Service Operations Workspace for ITSM" Questions: 1. Ready to modernize your incident process but don't quite know how? 2. Do you feel like setting up a workspace to man...
1. Open any one of the incident Record in the native UI/ Next Experienece , make sure you select the view as your required workspace (here i have selected as SOW) : 2. Scroll down and select the related list tab where you want to apply the filte...
In this article, we will see how to modify the message displayed on the visualization. By default, when there is no data to be displayed the visualization on the overview page displays the message as below, Navigate to UI builder, select th...
Join your fellow customers for a round table discussion with experts and peers to explore ways to enhance your organization's fulfiller experience. Share how you have leveraged Service Operations Workspace to drive your organization's objectives a...
LisaLatour
ServiceNow
Steph Morillo
