Setting up ITSM Agent Workspace

Set up ITSM Agent Workspace for your agents so they can engage with customers, answer questions, create task records, and resolve issues.

The ITSM Workspace (com.snc.agent_workspace.itsm) plugin provides you with the functionality of ITSM Agent Workspace. The plugin is available by default for new and existing customers.

Important:

Starting with the Washington DC release, ITSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. Use Service Operations Workspace, which is a configurable workspace providing a unified experience for multiple IT Service Management and IT Operations Management workflows. For information about Service Operations Workspace for ITSM, see Service Operations Workspace for ITSM.

• Activate ITSM Workspace Landing Pages – Premium
  You can activate the ITSM Workspace Landing Pages – Premium plugin (com.snc.agent_workspace.itsm.landing_page_premium) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
• Set the default landing page
  You can set a default landing page to surface the information that is most relevant for your agents.
• Add field or related list to a workspace form
  You can quickly add fields or related lists to a workspace form by configuring form layout or related lists from Platform.
• Create an interaction record in ITSM Agent Workspace
  Create an interaction record when you communicate with the user if you are not clear on the user requirements. You can create an incident or a request later from the interaction based on the use case.
• Create an outage from a task record in ITSM Agent Workspace
  You can create an outage from a task record such as incident, problem, or change, to track the down time of a configuration item.