Configure service desk groups to access the Service Operations Workspace landing page

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

    • Ensure that the right users have access to the Service Operations Workspace landing page.

    Before you begin

    Role required: admin

    About this task

    It is applicable only for an instance that has Service Operations Workspace 1.1 installed and has upgraded to Washington DC.

    Procedure

    1. Configure the system property for landing page access by performing the following steps.
      1. From the All menu, navigate to sys_properties.list.
      2. To ensure that the user criteria records are used instead of roles to access the landing page, set the glide.ux.user_criteria_enabled property to true.
      3. Select Update.
    2. Add the required service desk groups to the user criteria of the SOW Service Desk Audience by performing the following steps.
      1. Navigate to All > Now Experience Framework > Building Blocks > Audiences.
      2. Perform the following steps for SOW Service Desk Audience.
        1. From the User Criteria Inclusions related list, open the Service Desk Group Inclusion.
        2. For the Groups field, add the required service desk group that the agent is part of.
        3. Select Update.