Redirect agents of a specific group to Service Operations Workspace

Enable only agents of specific user groups to be automatically redirected to Service Operations Workspace after logging in to the ServiceNow instance.

Before you begin

Role required: admin

About this task

Only the agents who are part of specified user groups are redirected to Service Operations Workspace. All other agents are redirected either to the agent-configured landing page or ServiceNow AI Platform landing page.

Procedure

1. From the All menu, navigate to user_criteria.list.
2. Select the ITIL non-admin user criteria record.
3. For the Groups field, select the required user groups whose agents must access Service Operations Workspace.
4. Select Update.
5. Ensure that the itil role is assigned to each agent.
   1. Navigate to All > User Administration > Users and then open the user record for the agent.
   2. In the Roles 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 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.