Workforce Optimization for ITSM (WFO-ITSM): Transitioning to the WFO-ITSM base system roles

[Rekha Raman]

Starting with the Xanadu release, new base system roles for the manager and agent personas are added to the WFO-ITSM application. These roles grant access to the WFO-ITSM base system features. These roles allow admins to add incremental access for users and groups to each application in the Workforce Optimization for ITSM application. 

This article provides guidance for current WFO-ITSM customers to migrate to the new base system roles. 

The need for new container roles in workforce optimization for ITSM starting with the Xanadu release 

Workforce Optimization for ITSM has these six modules: Schedules, Coaching, Team performance, Channel management, Work Scheduler, and Applaud.  

Until the Washingtondc release, the WFO-ITSM application had these two roles that provided access to all modules: 

• Workforce Optimization for ITSM Manager [sn_wfo_cfg_itsm.manager] 

• Workforce Optimization for ITSM Employee [sn_wfo_cfg_itsm.employee] 

However, if these roles are used to configure users and groups, ITSM managers and agents will see empty widgets related to the applications such as Channels, Schedule, Teams, Coaching within WFO-ITSM that are not yet configured in the Manager workspace or the Service Operations workspace. They also cannot use these roles to add incremental access to each module. 

To address these issues, the following two base roles were introduced in the Xanadu release: 

• Workforce Optimization for ITSM Manager base system role [sn_wfo_cfg_itsm.base_manager] 

• Workforce Optimization for ITSM Agent base system role [wfo_cfg_itsm.base_employee] 

How does adding these new base system roles for the Xanadu and future releases benefit you? 

When admins add these base system roles to users and groups in the Workforce Optimization for ITSM application, they can access the workspace landing pages and List modules. Admins can then assign app-specific roles to give users access to specific modules based on their needs. 

What are the best practices for customers configuring WFO for the first time and on Xanadu or later releases?

If you are configuring Workforce Optimization for ITSM for the first time and your instance family release is Xanadu or later, use the 'Admin console for Workforce Optimization for ITSM' to configure users and groups. 

Using the admin console, you can add the base system roles and then add the granular app-based roles as needed. Therefore, you don't have to do any additional role migration. 

The new base system roles will have the following container roles: 

• Workforce Optimization for ITSM Manager base system role [sn_wfo_cfg_itsm.base_manager] 
  • sn_wfo_cfg_itsm.base_employee 
  • awa_agent 
  • sn_walkup.walkup_manager 
  • pa_target_admin 
  • skill_manager 
  • survey_creator 
  • sn_wfo_cfg_ws.manager 
  • sn_sre.user 

• Workforce Optimization for ITSM Agent base system role [wfo_cfg_itsm.base_employee] 
  • sn_wfo.user 
• • itil 
  • sn_sow.sow_user 
  • canvas_user 
  • awa_agent 

How can customers who are using pre-Xanadu base roles move to the new base system roles? 

In Flow Designer, use the Migrate WFO users and user groups from old to new roles subflow that's provided by default. This subflow automatically migrates users and groups from pre-Xanadu base roles to new base system and app roles. 

Do the following to perform the migration: 

1. In the input,select the users and user groups that you want to migrate from old role system to the new role system.
2. Click on Execute button. 

Result:  

• The old role system would be removed from those users and groups. 

• The users and groups will be granted the new base system roles and their app-specific roles. 

After you execute the flow, you can use the admin console to verify the application access for these users and groups. 

Important! Use this flow only if you are using the following pre-Xanadu base roles:  

• Workforce Optimization for ITSM Manager [sn_wfo_cfg_itsm.manager] 

• Workforce Optimization for ITSM Employee [sn_wfo_cfg_itsm.employee] 

Note: If you are using a combination of old container roles and some other customized roles for the individual roles, you can use this sub-flow to move only those users and groups to new role system who had pre-Xanadu container roles by navigating toUser administration>Rolesin your instance and manually migrating those users and groups.