Redirect an agent to the Service Operations Workspace landing page

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

    • Enable an agent to start prioritizing tasks quickly by redirecting the agent to the Service Operations Workspace landing page after logging in to the ServiceNow instance.

    Before you begin

    Role required: admin

    Ensure that Next Experience is enabled on your instance. For information about its activation, see Considerations for activating Next Experience.

    Ensure that the value of the glide.login.home property is set to /now/nav/ui/home. This property specifies the default homepage displayed on login.

    About this task

    A tier-1 agent is an itil user who belongs to a service desk group.

    A tier-2 agent is an itil user who doesn’t belong to a service desk group.

    Procedure

    1. To redirect the agent to Service Operations Workspace, ensure that the itil role is assigned to the user record of the agent.
      1. Navigate to All > User Administration > Users and then open the user record for the agent.
      2. In the Roles related list, ensure that the itil role is added and active.
      3. If the itil role isn’t already added to the user record, add the itil role by following these steps.
        1. In the Roles related list, select Edit.
        2. On the Edit Members form, add the itil role from the Collection list to the Roles List list.
        3. Select Save.
    2. To redirect a tier-1 agent to the Service Operations Workspace tier-1 landing page, ensure that the user record belongs to a service desk group.
      1. Navigate to All > User Administration > Groups and open a service desk group.
        For example, Service Desk.
      2. In the Group Members related list, ensure that the agent(user) is added.
      3. If the user isn’t already added to the service desk group, add the user by following these steps.
        1. In the Group Members related list, select Edit.
        2. On the Edit Members form, add the user from the Collection list to the Group Members List list.
        3. Select Save.
      4. If you aren’t using the service desk group available in the base system, update the sn_sow.service_desk_groups  property with the group id of the agent by following these steps.
        1. From the  All  menu, navigate to sys_properties.list.
        2. Select New.
        3. Add the  sn_sow.service_desk_groups  property.
        4. In the  Value  field, specify the sys_id of the user group that the agent is part of.
          Note:
          If you want to specify multiple service desk groups, add a comma-separated list of sys_ids of the user groups.
        5. Select  Submit.
    3. To redirect a tier-2 agent to the Service Operations Workspace tier-2 landing page, enable the use of user criteria records instead of the Roles field for UX Framework variants.
      1. From the  All  menu, navigate to  sys_properties.list.
      2. Select the glide.ux.user_criteria_enabled property.
      3. In the  Value field, specify true.
      4. Select  Update.