Use Agent assist in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles.

    Before you begin

    Role required: itil, sn_uni_req.routing_agent, or admin

    Procedure

    1. Navigate to All > Workspaces > Service Operations Workspace.
    2. From the navigation list, select List.
    3. From the navigation list, select Universal Request > Open.
    4. Select the universal request from the list.
    5. In Agent Assist, select the settings icon (Agent Assist settings) and select your resource from the list.
      • Similar Closed Universal Request: To display all similar Universal Requests that are closed.
      • Universal Request: To display all similar Universal Requests that are available.
      • Knowledge and Catalog: To display all related knowledge articles and catalog items.
      • Knowledge Articles: To display all related knowledge articles.
      • Catalog Items: To display all related catalog items.
      • Pinned articles: To display all related pinned articles.