Workforce Optimization

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...

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Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, orga...

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Featured Customize event categories in Workforce Optimization

Summary  Create custom event categories and types in Workforce Optimization for ITSM using extension points. In the Workforce Optimization for ITSM manager workspace, managers can use Schedule to use the team calendar to create events. Managers can...

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Resolved! When using g_modal.showFields for the 'html' type it doesn't show the modal

I have created a ui action that needs to show a modal with an html field on it and then to save the value into a specific field.If I use the code below, the modal doesn't pop up the modal. It does nothing. If I use other types it works fine. It is on...

Question

hiding list for a specific role in Hr agent workspace

How to hide the list (marked) for a specific user role or specific group in HR agent Workspace? list applicabilities didm't work.

Question

Advanced work assignment ensuring no one rep gets all capacity when signing in (front loading)

HI ALL,Use case is: Agents have a service channel most capacity is assignment rule. 7 is the default capacity in the service channel.Case table targeted on create.Reject is on in the inbox for workspace.Cases are created on off hours. All Agents a...

Question
Advanced Work Assignment

Forecast the demand for your resources to resolve your ongoing influx of tasks

Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...

blog

Not able to see "Associate Record" button on Walk up Experience for type "Walk up".

Hi,User raised an incident stating that "Associate Record" button is not visible from Walk up experience with Type - "walk -up" but for other type like "Microsoft Team chat" user is able to see the button.Roles checked for user:sn_walkup.walkup_techn...

Question

How to install WSD - Workplace Service Delivery Professional on personal dev instance?

Hi, I get a message "install all dependent applications before installing application" when I try to install "Workplace Service Delivery Professional" on my personal dev instance. I need to procure "sn_ex_online_spoke" from the store - but I am not a...

Question

Add custom column to list in workspace

Hello, I have a requirement to add a custom field from the sn_gf_goal table to the list of columns that I can add to the list view in the strategic planning workspace.Please let me know if its possible to get this custom field to show up as a selecta...

Question

The WFO schedule unpublish feature is not working.

Hi All, I’m trying to unpublish a schedule, but even after unpublishing, the status isn't changing to 'Draft' and is still showing as 'Published.'The scheduled start date is 2024-09-01, and the end date is 2024-09-05. Thanks.Sachintha.

Question

Custom Workspace not loading for roles other than admin

I have created a custom workspace and trying to access it with user having itil role but its getting some ACL issues then I added role in workspace settings. Now its showing some other error 'Can't display this list' as stated below if someone have a...

Question

Roles in Workforce Optimization

We have listed here the roles that exist in WFO along with an explanation of which roles can be associated with what kind of users in the company. WFO Administrator Persona Summary The WFO Administrator is considered a ServiceNow super user wit...

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Request for Workforce Optimization Case Study

Hi,I have an upcoming interview on the Workforce Optimization. If anyone has extensive experience working with it, I’d really appreciate any case study.Your help would be greatly appreciated!Thanks in advance!

Question

Resolved! Manually closing a case and terminating open playbook

Hi all, Looking for some advice on handling manual case closure and playbook termination. ScenarioCurrently we have a custom case which has an associated playbook that triggers on creation. The playbook when completed successfully closes out the case...

Question
cases
Playbook
Xanadu

Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, orga...

blog

Resolved! Can we increase number of action in flow designer

By any change can we increase the number of actions in one flow to use more actions as i am working on very complex requirement.

Question

Open Team Calender always with collapsed groups (in Manager Workspace - Schedule page)

Hi community, when you open the "Schedule" page in Manager Workspace it always starts with the Team Calendar with expanded groups. Our customer wants it to always start with those groups collapsed, which the logged in user manually collapsed the las...

Question
Manager Workspace
Team Calendar

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