---
sourceDocument: Zurich Strategic Portfolio Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-business-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Strategic Portfolio Management

ft:clusterId :

    - itbm

bundleId :

    - itbm

workflow :

    - Technology


---

# Using Resource Management Workspace

# Using Resource Management Workspace {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Using Resource Management Workspace

The Resource Management Workspace in ServiceNow's Zurich release enables Resource Managers to create custom resource board views of persistent portfolios, consolidating resource allocations and requests from various planning workspaces into a single, actionable interface.
The workspace provides an interactive overview dashboard as the landing page, offering high-level insights into resource assignments, conflicts, and upcoming tasks to prioritize efforts efficiently.
Show full answer Show less  

## Key Features

* **Overview Dashboard:** Interactive widgets display metrics such as over-allocated users, underutilized resources, unassigned tasks, pending requests, and assignment statuses. Selecting widgets directly navigates to detailed resource boards or specific assignment records for quick action.
* **Resource Boards:** Provide detailed views of resource tasks, allocation status, and priority. Visual indicators highlight bandwidth usage, group assignments, and pending changes. Managers can approve, reassign, split, or edit assignments inline, with support for viewing actual effort logged via time cards.
* **Personalization:** Customize views by toggling unassigned tasks, adjusting effort types (Hours, FTE, Person Days), grouping resources by attributes (Group, Role, Skill, Owner, Project), and configuring visible columns. Quick filters allow instant dataset refinement without page refresh.
* **Resource Allocation Heatmap:** A modal that visualizes resource utilization, over-allocation, and remaining capacity color-coded by time frame and effort type. It supports custom status configurations to tailor capacity calculations and provides group-level insights when resources are grouped.
* **Resource Cards:** Create and manage multiple persistent portfolios for targeted resource planning, allowing quick navigation and focused work on requests and allocations.
* **Assignment Management:** Easily create, copy, extend, reduce, move, reassign, split, and approve resource assignments directly within the workspace, enhancing efficiency and reducing turnaround time.
* **Unassigned Task Management:** Filter and assign unassigned work using AI-driven resource suggestions based on skill sets and primary attributes, with integrated communication options like Microsoft Teams to coordinate with requesters.
* **Export Capability:** Export resource portfolio views to Excel or CSV formats for sharing with stakeholders who may not have access to the ServiceNow instance.

## Practical Benefits for ServiceNow Customers

* Gain a consolidated, high-level view of resource workloads and assignments to optimize forecasting and allocation.
* Reduce administrative effort with intuitive dashboards and inline editing features that streamline approval and reassignment processes.
* Customize resource views and filters to align with organizational structures and priorities, enabling precise resource planning.
* Identify and resolve over- or under-utilization proactively using visual heatmaps and capacity insights.
* Improve collaboration with seamless communication tools integrated for request clarification.
* Maintain accurate effort tracking and reporting through integration with time card data and editable allocations.
* Share resource portfolio data externally using standard file formats without compromising security.  
Create custom resource board views of persistent portfolios to view the current resource allocation and resource requests for all of your resources and work.

Resource assignments from different planning workspaces are pulled into this dedicated view for Resource Managers to give you an overall work view. Resource Managers can access the dashboard to view the
assignment details at high level and [create resource cards](https://www.servicenow.com/docs/u~pD67kJyt50~ubRPlWvHA "Create a custom resource card to view resources and unassigned tasks, and work on resource mapping for your persistent and focused portfolios.") to build persistent portfolios and view the resource allocations.

Quickly create multiple portfolios using resource cards and navigate between these cards to work on the resource requests. Use the advanced condition builder to customize these portfolios based on the teams,
attributes, groups, and so on, to view the resource allocation.  
Tip:  
Save the filter query and the conditions that you build to revisit and work on the resource allocations.

## Overview dashboard {#using-rmw__section_v4k_rtg_1fc}

Resource Management Workspace overview dashboard provides a high-level interactive resource assignment details that help Resource managers to focus on where to prioritize the efforts. This includes identifying conflicts and reviewing the upcoming or pending assignments. Using this dashboard, Resource managers can view the data around their resources and work for efficient resource forecast planning.  
The Overview dashboard is crafted to reduce the effort of navigate between different resource boards to view the unassigned work, pend activities, and prioritize day-today tasks.  
Note:  
When you navigate to Resource Management Workspace, the Overview dashboard is the landing page. You can navigate to resource cards using the side navigation menu.  
You can edit the dashboard based on:

* Primary attributes and date range selection.
* Add and edit widgets to the dashboard.
{#using-rmw__ul_vkd_kp4_1fc}

The interactive dashboard creates a resource board for any selected data helping you to directly access the customized board view from the dashboard. For example, if you
select the Unassigned tasks widget, this creates and
navigates you to a resource board view with the list of unassigned tasks from the widget.

On the board view, you can get the drill down view of all the assigned assignments to the users. The timeline range in the board view matches with the date range of the dashboard.

By accessing these custom boards, Resource managers can assign and approve the assignments in reduced turn-around time, and enhancing productivity.

{#using-rmw__table_am1_hdr_1fc__entry__2}

| Widget title | Description |
|-|-|
| Resources over allocated | Number of over-allocated users. |
| Resources under utilized | Number of users with available bandwidth. |
| Unassigned assignment requests | Number of unassigned tasks. |
| Pending resource requests | Total number of requests in Pending state. |
| Upcoming pending assignments | Number of assignments starting by next month. There are two views for this widget. A pie chart and a list view. Selecting Pie chart navigates you to the resource board view. Selecting the table values. * Start date - opens resource assignment record view. * Resource - opens to resource details page. * Task - opens project task details in record view. * Top task - opens the top task details in record view. {#using-rmw__ul_grk_wgr_1fc} Select View all to see the simple list view of assignments. |
| Assignments ending soon | Number of assignments ending from current date to next month. |
| Ready for review | Number of assignments that are in ready for review state. |
| Overdue assignments | Number of assignments with past end dates. |
| Unapproved assignments | Number of unapproved assignments. |
| Utilization percentage | Average of the utilization % of the users based on the selected primary attributes. Example: You can select a primary group to view the average utilization % of the entire group. This helps Project Managers to better plan the resource requests. Resource Managers can use this data while approving the assignments. |
| Assignments status | Breakdown view of the resource assignments based on the status. |
| Total efforts | Bar chart displaying the monthly breakdown view of allocated hours vs capacity. Select the chart to get the drill down view of the resource allocations in the resource board. |
| Total resource work by type | Displays the allocated hours based on the task type. Example: Operation work, Project Task, and so on. |
| Role allocation | Bar chart displaying monthly breakdown view of the total number of allocated hours based on the user roles. Select the chart to get the drill down view of the resource allocations in the resource board. |
[Table 1. Dashboard widget details]

{#using-rmw__table_am1_hdr_1fc}

## Resource board {#using-rmw__section_zj4_ttg_1fc}

Using this intuitive workspace, Resource Managers can:

* View the number of tasks assigned to a resource.
* Understand the type or state of the assignment, and track the changes made to assignments.{#using-rmw__table_pcl_xhq_bcc__entry__2}

  | Indicator | Description |
  |-|-|
  | ![Green tick mark within a green circle indicating the resource allocation is within the available bandwidth.]() | Indicates that the resource allocation is within the available bandwidth. |
  | ![Red exclamation mark within a red triangle indication the resource is over-allocated.]() | Indicates that the resource is over allocated for the available bandwidth. |
  | ![Alphabet i in a circle representing group assignments.]() | Indicates the work assignment is made for a group. |
  | ![Bell icon indicating changes to the approved resource assignment.]() | Indicates changes to start or end date, allocated hours, and so on, to the approved resource assignments. Note: When these changes are made, the status of the assignment is moved to pending, indicating resource manager about the review required for the changes made. Once the changes are reviewed and the assignment is either approved or unapproved, this icon is no longer displayed. |
  [ ]

  {#using-rmw__table_pcl_xhq_bcc}
* Understand of the status of the assigned tasks rolled up to resource level using the Resource status column.
* View the primary attributes such as Group, Role, and Skill of each resource in the top tray. These come in handy while working on reassigning a task to different user with the same primary attributes.
* View the priority and state of the project, demand, or epic in the Priority and State columns in the resource board. Allocate resources to priority or high-risk planning items.
* View the actual hours vs allocated hours for a task.Enable the Show actuals toggle (![Toggle button to view actual hours in Resource Management Workspace]()) from the settings side panel (![Gear icon to view or hide settings side panel.]()) to view the efforts captured for a task via time cards. Approved time cards are reflected in the resource board view as actual hours.

* Get insights about the resource allocations using the new heatmap modal.
* View or hide requested work in the lower tray using Unassigned tasks toggle.
* Filter unassigned work to view the custom requests.
* Edit the task effort for any group allocations and approve it in the top-tray using the inline editing feature.  
  Note:  
  If you edit the allocations for any approved group assignment, a confirmation window appears. Once approved, the state is changed to Pending.
* [Assign the unassigned](https://www.servicenow.com/docs/JSxBKDLqOJVm_TLY1ADwdw "Filter the unassigned work to view priority requests and assign them to resources. Quickly connect with the requester via Microsoft Teams to get additional insights and approve the assigned work using the inline editing feature.") tasks.
* [Approve or unapprove](https://www.servicenow.com/docs/JSxBKDLqOJVm_TLY1ADwdw "Filter the unassigned work to view priority requests and assign them to resources. Quickly connect with the requester via Microsoft Teams to get additional insights and approve the assigned work using the inline editing feature.") the assigned tasks.
* [Split a resource assignment](https://www.servicenow.com/docs/Ank_Ieb6XtCuPPwjwGBdug "Splitting a resource assignment at a specific date creates a resource assignment for the same user.") into two for one resource at the required date.
{#using-rmw__ul_qms_mtl_b1c}

Once you access these resource cards, you get a similar view as the following example with extensive insights.  
Tip:  
You can filter out or add required columns in the top and bottom tray of the resource board view using Column config (![Column configuration settings.]()) settings.

## Personalize your resource board view {#using-rmw__section_a1m_fjz_scc}

You can customize the resource board to personalize your view. These user preferences are saved to give you the same view every time.

* View or hide unassigned tasksUse the Unassigned tasks (![Unassigned tasks toggle.]()) toggle to view or hide the unassigned tasks in the bottom tray.

  The Unassigned tasks view, in the bottom tray, facilitates you to build a custom filter condition to view unassigned requests with details such as duration, breakdown view of requested efforts, requested work item and its parent item, owner or requester of the task. Use the filter condition builder to get a custom or focused view of the unassigned tasks.

* Change effort typeSwitch between Hours, FTE, or Person Days effort types to view resource allocations based on the required effort type.

* Group ByCustomize the view of your resource boards using the Group By feature to regroup the resources depending on your organization needs. You can group by
  Primary Group, Primary Role, Primary Skill, Owner, or Project.

* View or hide columnsUse the column config option (![Column configuration settings.]()) to view or hide any columns on the top tray or bottom tray of the resource board.

{#using-rmw__ul_gdc_njz_scc}

## Data grid filtering {#using-rmw__section_ajr_3hp_mhc}

Quick filters help you filter and build a personalized view to narrow down datasets instantly without refreshing the page or running complex queries on your resource board. You can filter lists, reference fields, strings, dates,
and boolean values.

## Resource allocations and heatmap view {#using-rmw__section_fmx_yrl_b1c}

The resource allocation view in the top tray provides you with a nested view of the assigned work items rolling up to resource level. It also provides a resource allocation breakdown view based on the time-frame (weekly or monthly) and by work efforts (hours, FTE, or person days).  
Select the arrow (![Right pointed arrow head to expand resource details icon.]()) icon to get details at the individual task level (epics, demands, and so on) assigned to the resources. This helps you to get a breakdown view to understand:

* Work assigned to a specific resource.
* The amount of time a resource is allocated to an individual task.

{#using-rmw__ul_hy3_d43_dzb}  
Tip:  
Switch between different efforts such as hours, FTE, or person days to view a resource allocation heatmap based on the selected effort type.

You can edit the resource assignments using the inline editing feature in the top-tray.  
The Resource status column helps you to easily identify any Pending (![Yellow rectangular pending state icon.]()) or Unapproved (![Pink rectangular unapproved state icon.]()) work items assigned to a resource.  
Note:  
The status of the assigned work is rolled up to the resource level and the resource card level. If there are any pending or unassigned work items in the top tray, the rolled up status at resource level and card level shows Pending.  
Define custom statuses to calculate and view resource capacity in the allocation heatmap modal.

Allocation heatmap modal gives you an overview of the resource utilization to identify the over allocated and the available
resources. The allocations are color-coded to display the availability of the resources and help you to identify the availability of the resource for the filtered time frame.

The new heatmap modal gives you the following
insights for a resource. These insights include the assigned tasks with their respective project owner, resource status, efforts for each task, total utilization percentage for the approved tasks, and the remaining capacity.

Figure 1. Allocation heatmap breakdown

From the preceding example, you can see the breakdown of the approved work items. This includes the rolled up efforts, Utilization percentage, and the Remaining capacity for the month of January 2025. The approved work is within the
resource capacity as the remaining capacity is 120 hours. A Resource manager can use these insights to decide and allocate the pending work items to another resource with available effort.  
Important:  
Resource efforts calculations are driven by the com.snc.resource_management.exclude_status_from_capacity property. Admin can configure this property to calculate efforts for certain defined resource assignments only. For more information, see [Resource Management properties](https://www.servicenow.com/docs/jbqgabGFUEFytlJZFcJeIQ "The Resource Management application provides several properties to control allocations, schedules, and other settings.").

Using the com.snc.resource_management.exclude_status_from_capacity property, Resources managers can customize to view the resource assignments with a specific state in their workspace and what to view in the
total allocation modal. For example, you can view resource assignments in either Approved, Unapproved, and Pending resource assignments, or the ones in Approved and Pending states only.

Once the property is set up, work items in a specific states to show up in the full capacity and full allocation rollup of a resource. The new allocation modal displays the allocation breakdown and the rollup values of the work
items for the configured states.

When you group a resource board using the Group by option, the heatmap allocation modal for a group gives the following insights.

For example, when you group a resource board by Primary Group to view the allocation heatmap modal of a group for January 2025, the following modal is displayed. This modal gives insights into the total overall allocation of different types of Resource statuses.  
Note:  
The efforts in the allocation modal are displayed in Hours.

## Group resources on resource board {#using-rmw__section_mcj_3sl_cdc}

The resource board provides a comprehensive list of resources, which are fetched depending on various resource attribute types, projects, and work items. You can group these resources to gain an accurate perspective on specific
attributes, owner, or the parent items associated with the projects. You can group the resources by Primary Group, Primary Role, Primary Skill,
Owner of the task, or Parent Item of the work.

If you group the resource board by Primary Group, you see the list of primary groups that the resources are associated with. It also shows a drop-down of the list of resources in that group and the work item they're working on. In this view, you also get the rolled up values of the efforts at resource level and group level. The rolled up values can be viewed at a monthly or weekly breakdown.  
Resource Managers can use this information to plan the resources and manage assignments.  
Tip:  
Grouping the resources based on the primary attributes helps Resource Managers to easily reassign the work as the primary attributes should match to reassign work. For more information on how to reassign a work, see [Reassign or unassign work using Resource Management Workspace](https://www.servicenow.com/docs/1vZnzxk9cojYQLK9~_2GjQ "Reassign or unassign any assigned work from the Resource Management Workspace. You can group the resource board by primary attributes to identify the resources with same primary attributes.").

* **[Create a resource card](https://www.servicenow.com/docs/u~pD67kJyt50~ubRPlWvHA)**   
  Create a custom resource card to view resources and unassigned tasks, and work on resource mapping for your persistent and focused portfolios.
* **[Create resource assignments in Resource Management Workspace](https://www.servicenow.com/docs/fhPXNV8CvpuGtYFhCLDaCw)**   
  Create and assign resource assignments and operation resource assignments from Resource Management Workspace.
* **[Copy a resource assignment](https://www.servicenow.com/docs/RWejJazKk~WmxSe6B9P46g)**   
  Copy an existing resource assignment to create one with inherited values, then adjust the fields before submitting. This reduces repetitive data entry when similar assignments recur across plans.
* **[View unassigned tasks using Resource Management Workspace](https://www.servicenow.com/docs/6aU6aFuUYMovCKkfLDdOPQ)**   
  Filter unassigned tasks to view custom requests to match with your organization's priorities and planning, and assign them to resources.
* **[Assign unassigned work using Resource finder](https://www.servicenow.com/docs/6Fbs53J05VNY8dSVEYgqxA)**   
  Assign resource using the AI suggestions which match the skill-set and primary attributes requirements.
* **[Assign and approve unassigned work using Resource Management Workspace](https://www.servicenow.com/docs/JSxBKDLqOJVm_TLY1ADwdw)**   
  Filter the unassigned work to view priority requests and assign them to resources. Quickly connect with the requester via Microsoft Teams to get additional insights and approve the assigned work using the inline editing feature.
* **[Extend or reduce duration of an assignment](https://www.servicenow.com/docs/QGQKOxHA_uUdQ3Pr~lViqA)**   
  Extend or reduce the duration of an assignment from the grid view in the Resource Management Workspace when the work duration shifts. The system updates the assignment dates and recalculates the allocated effort across the new date range based on the effort redistribution property.
* **[Edit allocated efforts for tasks with actual hours](https://www.servicenow.com/docs/PTvUKBjaX60Aijr8aFzBbg)**   
  Edit allocated efforts for tasks which have partial actual efforts logged directly from the grid view. This keeps reported time accurate without rolling back time entries through other channels.
* **[Move a resource assignment](https://www.servicenow.com/docs/cTa9QGEo7TK2ZG98HD4lDQ)**   
  Move a resource assignment to a different start and end dates depending on the availability of the resource.
* **[Reassign or unassign work using Resource Management Workspace](https://www.servicenow.com/docs/1vZnzxk9cojYQLK9~_2GjQ)**   
  Reassign or unassign any assigned work from the Resource Management Workspace. You can group the resource board by primary attributes to identify the resources with same primary attributes.
* **[Split resource assignments using Resource Management Workspace](https://www.servicenow.com/docs/Ank_Ieb6XtCuPPwjwGBdug)**   
  Splitting a resource assignment at a specific date creates a resource assignment for the same user.
* **[Manage resource allocations in Resource Management Workspace](https://www.servicenow.com/docs/UCBlkJJ9oTm3afn810iX5w)**   
  Manage resource allocations to change efforts, start and end dates, extend and so on to adjust resources based on their availability and the priority of the tasks.
* **[Export resource portfolio view to Excel or CSV format](https://www.servicenow.com/docs/dFUblCAaXaJ0xn5IpHvJtg)**   
  Export your resource portfolio view in Resource Management Workspace as Microsoft Excel or CSV format to review or share the resource status with stakeholders. This works even if they don't have access to your instance.