Admin Console in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.

    Important:
    Starting with the Australia release, Admin Console in Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Configure access to each application within Workforce Optimization for ITSM tailored to your organizational needs. The foundation on which Workforce Optimization for ITSM operates is to organize all teams into assignment groups. For more information, see Configuring groups in Workforce Optimization for ITSM.

    The Admin Console walks the admins through a step-by-step process of configuring Workforce Optimization for ITSM.

    Using the Admin Console, admins can:
    1. Manage WFO assignment groups.
      • Add groups that are in the User Administration > Groups list.
        Note:
        • When you select the desired groups and add them to the Admin Console, the groups are marked as type WFO_ITSM. The permissions for users in the group are retained as is.
        • You can only view groups of type WFO_ITSM, also known as WFO assignment groups, in the Admin Console.
      • Add managers to groups.
        • Assign a primary manager for each group.
        • Assign additional managers who need visibility into the groups.
      • Add members to the groups and assign a primary group to each team member.
    2. Define application access.

      Provide agents and managers access for each application within Workforce Optimization for ITSM.