Hello, I wanted to know if anyone has been able to allow human readable URL from the agent workspace view when you copy the permalink? It is available to update and change in the Knowledge page from the Service Portal but I don't see anything for the agent workspace view. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. The App Engine Studio includes a prebuilt workspace that you can add Skip to page content. Could you please help with the solution. SANTA CLARA, Calif. Important: It is recommended to use Service Operations Workspace , which is a. 5. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. Field Service Management Dispatcher Workspace. Open Agent Workspace from the Application navigator module. View. Agent Workspace Enhance agent productivity withIn a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. ITSM ServiceNow User Research - Unlock Your Productivity Potential - Revolutionize Work Mgmt! in ITSM blog 06-07-2023; Need help on CI selection based on Callers value in Agent workspace in ITSM forum 06-02-2023; Custom Business Rule is not working in Service Operations Workspace. Multiple tabs allows agents to efficiently manage several cases at once. Annual Full Pay Range: $71,000 - $160,000 (will be prorated if the appointment percentage is less than 100%) Hourly Equivalent: $34. Skip to page content. As the customer reaches out with a question or issue in need or resolution, a support agent will create a new case. The agents can choose to: Transfer the chat to a different agent Transfer the chat to a different queue When you transfer a chat to Do more with IT Service Management. Use automation and digital workflows to feed critical asset data to the business. Update the list filter. In this blogpost, we. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Skip to page content. Refer to the DocumentAutomate and connect anything to ServiceNow Transform manual tasks and mundane work into digital workflows. In the Landing Pages related list, set the value of the Order field of the landing page that you want to set as the default to minimum. HR Case Reminders in HR Agent Workspace will not trigger unless the conditions for Scheduled Job "Show HR Reminder" are met - Support and Troubleshooting > Knowledge Base >On OOB instance: - Navigate to Workplace Experience > Administration > Landing Pages and set all the OOB landing pages to Active False. Hi @Jordan Bourgeoi ,. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. ServiceNow® Predictive Intelligence is available with ServiceNow® Agent assist by activating the com. The Workspace application aims to give quick access to agents, answer. Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. If not please check the global field for each template. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. Impact Accelerate ROI and amplify your expertise. Loading. Reimagine always-on technology services enabled by automation. Sys ID of the record to open. View Docs. You will also edit the columns in the List - Simple element to see the To Do Item, Importance, Due date, Project, and Progress. Skip to page content. Known synonyms are applied. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Factors. Loading. The Agent Workspace view of the Playbook process elevates the lanes (e. Agent Workspace is not supported to. The most relevant topics (based on weighting and matching. In Studio, click the Create Application File button. openRecord (String table, String sysId, Object params) Opens a specified record, such as a form, in a subtab within. - Import attached update set and commit to the instance. Login here. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). Service Operations Workspace. Field Service Management Dispatcher Workspace. The app enables service desk agents to promptly manage. In the Filter… field, enter the text UI OR select Server Development from the categories in the left-hand pane. * - Support and Troubleshooting >Simone9. ServiceNow's recommendation is that any new workspaces are created using a Configurable Workspace as it begins to deprecate Agent Workspace ahead of March 2024. Go to agent. GlideAgentWorkspace (g_aw). CMDB-specific widgets: CMDB Health, CMDB Relationships, and CMDB Timeline. . For the most benefit we recommend watching the Agent Chat & Advanced Work Assignment Workshop playlist in order: to page content. Ask questions, give advice, and connect with fellow ServiceNow professionals. Click the Submit button. Automated Test Framework in the Now Platform automates regression testing of customizations before deployment within and across your ServiceNow instances. APIs and Integration Tools are available with these ServiceNow products. — March 22, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced a major platform expansion with the Now Platform Utah release . GlideAgentWorkspace (g_aw). In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Skip to page content Reporting. Set up Agent Chat Configure AgentDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Loading. Gain real-time visibility across channels and work so you can manage for optimal performance. A new tab opens showing the title of the record as the tab title. Skip to page content Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. ServiceNow has long had a Service Desk Call plugin that in some ways is the spiritual predecessor to Interaction Management. ServiceNow UI Builder creates workspaces with a single builder. The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. The CMDB Agent Workspace plugin (com. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. If you check the awa_work_item_rejection table you should see rejections for all logged-inCreate a Workspace for an app from the App Home tab. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. For the example scenario given above, use the below workaround; Go to System Definition > Client Scripts and click New. Service Portal. App Engine Studio creates a Workspace that is edited from the Workspace. There's no way to migrate existing Agent Workspaces to a Configurable Workspace due to the architecture being completely different – so now is the time to start considering making the. See how we have successfully integrated AWS Connect with our Agent Workspace; putting everything our support agents need on a single screen. Go to UI Action resolve on table incident 3. How to get Service Operations Workspace. Sys ID of the record to open. Search results in agent workspace will be based on the search configuration on the workspace and the tables which results from search can be included and excluded accordingly. The Virtual Agent Bot Integration API provides endpoints that allow users to integrate any chat interface or a bot ecosystem with the ServiceNow Virtual Agent and/or Live Agent. Click Manager Workspace. The finished agent assist component will. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily. How search works: Punctuation and capital letters are ignored. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Type: onLoad. FEATURED PRODUCTS. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Steps to Reproduce 1. Make it easy for agents to triage, act on, and resolve requests on the go. Explore the Open PI Incidents component. The ribbon provides overview information in a way that quickly orients an agent to case details. ServiceNow Store. ServiceNow just made Orlando release available for developers (you can upgrade your PDI ), and we can get the first look inside of a new platform component: Agent Workspace / Workspace Experience. Activate or deactivate transcript download. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible. Dispatcher Workspace; Dynamic Scheduling; Schedule Optimization; Inventory Management;. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. Skip to page content. A new generative AI capability, Now Assist for Virtual Agent delivers conversational experiences and automates workflows. Skip to page contentJan 27, 2020. Special characters like underscores (_) are removed. Create a new Declarative Action Assignment record that will link the Table Configuration from step 1 to the Agent Workspace form. The world works with ServiceNow. Agent Chat for Agent Workspace is set up as per the below document and KB Workspace Agent Chat How to set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA) Steps To Reproduce:The behavior is not a bug but it is as per the design of Agent workspace. setJournalEntry (input. In Agent Workspace chat, when using the "Transfer to Queue" quick action, currently it only displays 5 active queues. When you open the same record from Workspace list view, Compose/Activities. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. IT Service Management. Role required: admin Ensure that In Agent workspace, when typing words on the description field continuously with little speed, the letters are missing and starts flickering. View. Configure the UI Action. Navigate to agent workspace that has a custom record. On the App Home tab, click the Collection Tracker Workspace card. Learning Build your skills with instructor-led and online training. Click on the gearbox and enabled the options: Inbox Desktop Notifications; Conversation. In the AgentThe Tokyo release introduces ServiceNow Vault, which helps protect business-critical applications using premium platform privacy and security controls. Activate or deactivate transcript download. ServiceNow has announced that support for Agent Workspace will end with the Washington D. Manage alert lists in Workspace lists that are specific to Event Management alerts in Workspace are provided in the base system and are located in the Lists panel. 63. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Workforce Optimization. contextual_search, com. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Quebec. Explore Platform. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. dialog opens. Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues. Skip to page content. In Agent work space, Post agent accepts the chat the active chat window is not showing previous chat and even though when end user sends any chat to the agent, the chat windows still remains empty. SLA info loading endlessly in Agent Workspace for certain users on an incident record. Protect your business with software license management by embedding SAM into the. Documentation Find detailed information about ServiceNow products, apps, features, and releases. In Agent Workspace, a tab called Agent Assist allows users the ability to search records based on the current records Short Description terms. GoUse Agent Assist in Agent Workspace - Product Documentation: Utah - Now Support Portal. Close the Workspace browser tab. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Platform UI AgentLogin here. See the "Template Icon" at the right side menu under Attachments. Service Operations Workspace is available with these ServiceNow products. ServiceNow Store. The landing page provides an overview of outages, service announcements. Special characters like underscores (_) are removed. Each should have appropriate targets defined, and ServiceNow Performance Analytics can be used to track and visualize your progress towards these goals. Skip to page contentSLA data keeps loading in Agent Workspace widget - Support and Troubleshooting - Now Support Portal. ServiceNow Agent Workspace has new and updated features in the Madrid release. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. GlideAgentWorkspace (g_aw) The g_aw API enables a UI Action or client script to open a specified record in an Agent Workspace tab. Partner Grow your business with promotions, news, and marketing tools for partners. Select INC0000601 5. It displays the message : "This form has not been configured for Workspace. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Impact Accelerate ROI and amplify your expertise. Watch this video series to learn about new feature introduced by ServiceNow that is Agent WorkSpace. Liberate practitioners from repetitive tasks by giving them the tools and 360-degree patient visibility they need. For Agent Workspace, this API. Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. Click the Submit button. Figure 2: Initiate TeamViewer Unattended Connection with one click from. Additional Information. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Agent Workspace proporciona a los agentes del servicio de atención al cliente de primer nivel y del departamento de ayuda una IU moderna, que reúne métricas clave, antecedentes y respuestas asistidas. ”. Log into any Rome instance and go to Agent Workspace 2. Monitor case status and completions in a central workspace. In this section of the exercise, you will edit the Workspace to use appropriate labels for the containers and titles for the components presented in the Workspace. 16, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today. IT Operations Management. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. Partner Grow your business with promotions, news, and marketing tools for partners. We have requirement to create a new list action button on HR Agent Workspace and when we select HR Cases from list view, upon click of that newly created button a dialog box should appear with assigned to field to select, so that the selected. Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. We are always listening to our users’ needs, and we’ll continue to implement features that build on. contextual_search. Increase productivity Solve issues faster with everything you need in one place. Name: <name>. Developer Build, test, and deploy applications. panel and leave editing mode. Obtén respuestas a las preguntas y descubre cómo ServiceNow puede ayudarte a transformar la empresa con flujos de trabajo digitales modernos. Download ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. Documentation Find detailed info about ServiceNow products, apps, features, and releases. Dig deeper into Dispatcher Workspace. Benefits of workspaces. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. When you click on the Transfer to Agent option, it adds another agent to the ongoing chat. In the New York release, more configurations and options are developers for administrators and developers to enhance the experience for their users. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Open Agent Workspace. Texts typed in Work notes or Comments gets disappeared first time when switching between browser tabs from Agent Workspace Steps to Reproduce 1. While it operates flawlessly on the PlatformActive Chat Panel is missing on Agent Workspace if Agent doesn't have read access to sys_cs_converstation. Make sure the template is global . In the Filter… field, enter the text UI OR select Server Development from the categories in the left-hand pane. Learn how expanded hyperautomation tools and modern design on the latest release of the ServiceNow Platform help companies accelerate productivity and digital transformation. Unable to edit the form on Agent workspace - Support and Troubleshooting >Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Release or Environment. Read Press Release NEWS Partnership with Aston Martin Formula One® Team Learn how operations will be streamlined through the ServiceNow intelligent platform. cancelComments) to get comments from text area in Developer forum yesterday. There's more content available only to authenticated users. Customer Service Management Configurable Workspace. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer. — Nov. IT Service Management. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Build My First App Engine Studio ApplicationConfiguring a Workspace. If you need to integrate Customer Service Management with other ServiceNow applications, such as ITSM, ITOM, or PPM, consider using the. There might be a need to display more than 5 if a service channel record has more thanOnce the plugin is activated, it introduces a new snc_internal role and adjusts ACLs (access control list) to use that role which includes REST API access rights which is what the graphQL calls probably lose access temporarily. Agent Workspace is a configurable service desk application that provides an. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. Transform manual tasks and mundane work into digital workflows. Cause. Known synonyms are applied. listIn this exercise, you will explore the baseline ITSM Agent Workspace to familiarize yourself with Agent Workspace and its capabilities. The 'Checklist' is not showing on Agent Workspace view is because the 'checklist' is a UI-Macro and Agent Workspace does not support macros. This guide shows Staff how to use Agent Workspace and resolve service requests. About. Working with different roles associated with Agent workspace. 1. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. Financial Services Operations;. With Service Operations Workspace, you can effectively manage interactions, incidents, requests, and walkup appointments. If the global field is not checked ,template will not show up. Open Agent Workspace. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Deliver engaging, personalized experiences for all users. Business leaders must drive uninterrupted innovation and. . g. If not, please add the same. Give service managers a complete view of their assets and teams’ tasks. Workspaces. We’re at a unique moment in business history. Skip to page content. Special characters like underscores (_) are removed. ServiceNow Agent Workspace allows you to create your own workspace to simplify your organization’s workflow of custom tasks. A case is a means of capturing the details of a service, project, transaction, or response to customer requests. Start your ServiceNow journey by joining us the 2nd Wednesday of each month for an introduction to ServiceNow resources. Virtual agent : Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. Cause. Each workspace is tailored to the kind of issue that the agents work on. Find detailed information about ServiceNow products, apps, features, and releases. PROCEDURE : 1. How search works: Punctuation and capital letters are ignored. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. If we have a custom agent workspace configured, The Compose Email form is not rendered exactly same as that of the OOB agent workspace. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Control the display of agent names and avatars in the chat window. The new UI Builder-based workspace makes it more configurable and flexible for customers. Skip to page content. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. However,To reconfigure the list to show different columns, update the. “With ServiceNow HRSD, employees could submit their COVID-19 questions in one place and have them addressed quickly. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Learning Objectives This guide will help you: • Learn how to submit a service request as the customer. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. Ask questions, give advice, and connect with fellow ServiceNow professionals. Loading. Make it easy for agents to triage, act on, and resolve requests on the go. Transform manual tasks and mundane work into digital workflows. There might be a need to display more than 5 if a service channel record has more thanDynamic Translation not working/visible in agent workspace: Log in to the instance. "Intake" and "Triage") and the activities (e. ServiceNow® Service Owner Workspace provides a premium Service Portfolio Management experience. Alert Workspace Lists unable to auto refresh - Support and Troubleshooting - Now Support Portal. Documentation Find detailed information about ServiceNow products, apps, features, and releases. CreateThis quick tutorials should explain how to add a new declarative action (DA) to your workspace action bar that opens a page in a new tab. For example, I would like to add this "selection" from the backend to an specific Agent Workspace List: Currently this is how the List (Requested Item Tab in an Request) looks like in the Agent Workspace:. Review these sections on configuring Agent Chat features. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents. As List actions are not present , we can't delete that list also from UI . Track coverage, swaps, and time-off requests. Adoption of the Virtual Agent can be measured with KPIs such asDocumentation Find detailed info about ServiceNow products, apps, features, and releases. New List Action Button on Agent Workspace to display a Assigned to Field. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. ServiceNow UI Builder creates workspaces with a single builder. Deliver engaging experiences Simplify how your teams work using context-driven information and resources. View Docs. Skip to page content. g_form. . In the Happening Now section, note how many incidents are open P1 incidents. About. Process Automation Designer is another way to configure a flow in ServiceNow, such as Workflow Editor or Flow Designer. Now Platform. Work smart, work fast Surface insights and deliver intuitive information based on historical data and context. ResolutionIn some situations using 'Reply All' to an email in Agent Workspace doesn't show all the recipients of the original email. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. The 'Journal' field type is not supported in Agent Workspace. Take action easily with the latest data at your fingertips. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Also configure pages that open from the Analytics Center. Solved: Open popup with a client script on Agent Workspace - ServiceNow Community. - Now Learning Benefits of workspaces. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Management Provide instant access to relevant knowledge for patients, consumers and agents. 1. Streamline and manage software assets with a single-architecture SAM solution. Agents set these states in their Agent Workspace Inbox. Steps to Reproduce 1. Another Step Forward for Citrix Workspace. . ServiceNow Learn more about ServiceNow products and solutions. Loading. Typically it will be a blank white page for 20-30 seconds before the workspace finally loads. SANTA CLARA, Calif. Starting in the Orlando release, you can customize the look of agent workspace with your company's logo and up to two brand colors. Click the number in the Open P1 Incidents component to open a list of records. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because. For Agent Workspace, this API. Click Manager Workspace. Then, select ServiceNow in the left navigation menu to open the configuration form. Hit enter to search. Key feature. App Engine Studio creates a Workspace that is edited from the Workspace. 1. From the native platform, go to that form view. Yes, the agent workspace (now already obsolete!) was designed for the desk, but seems like ServiceNow is positioning the Service Operations Workspace for the mass itil audience. Cause. Reduce cost. Improve agent efficiency with a single workspace built to facilitate resolutions. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. ServiceNow supports the following workspaces: Agent Workspace for Configuration Management Database (CMDB) Agent Workspace for CMDB provides an easy-to-navigate interface. Known synonyms are applied. CSM workspace form features. Agent Workspace for CSM makes it easy for agents to efficiently manage multiple cases, accounts, customers, and consumers. If you are using " UI Builder for Agent Workspace for HR Case Management", it would directly take you yo the HR Agent Workspace to configure, if you are using UI Builder, then Search for "HR Agent Workspace" from the experiences, like below: 3. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. Check for "read" OOB ACL in "sys_template" table. Expected : Actual:The ServiceNow Agent Workspace is a configurable user interface that gives agents a fully integrated, intuitive user experience. 5) Click on "Inbox" from the left side menu. The easy-to-navigate, multi-tab interface enables you to efficiently oversee and resolve multiple incidents, problems, and change requests. Learning Build your skills with instructor-led and online training. Predictive Intelligence. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. Known synonyms are applied. In Agent Workspace, there is a way to have the Sidebar toggled off by default every time a new record is opened. Pre-Tokyo releases had a different default User-Agent string: jakarta commons-article covers some basic troubleshooting steps to determine why chats are not being routed to agents in Agent Workspace Chat via Advanced Work Assignment. Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist. Special characters like underscores (_) are removed. This article describes the process on how to enable/disable alerts such as 'Inbox Desktop Notifications', 'Inbox Audio Alerts' on the Agent workspace for all users. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Impact Accelerate ROI and amplify your expertise. Service Portal. You can configure the workspace name, description, and other details based on customer requirements. cmdb-workspace) is activated by default in a base system. Check if the user has "template_editor_global" role. Learn More. Figure 2: Initiate TeamViewer Unattended Connection with one click from. Lifecycle events, such as a data broker execution. ServiceNow Agent Workspace provides Staff a central place to manage service requests. - Open Agent Workspace Home - Click New button to create new Incident or Case (for Case, Customer Service Management plugin must be installed) - Observe form is empty - see screenshots attached below: Release or Environment. In the Landing Pages related list, set the value of the Order field of the landing page that you want to set as the default to minimum. - Now Learning. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. field and select the delivery date of your choice. Using the following resource as a reference, when configuring the chat to work with Agent Workspace and trying to access the chat from the VA Chat window in Portal, you get a message in grey saying "No Chat Agent currently available" Agent Chat in Service Portal without Virtual Agent; Configure Agent Chat for Agent Workspace; CauseFeatures of Service Portal Intuitive, modular design Create and configure engaging and robust self-service experiences with a user-friendly interface. All. Skip to page content. Some chat interactions are stuck in a queued state and do not show up for any agents in their Workspace inbox. CSM Agent Workspace is one of two workspaces available for the Customer Service Management application. The Activity Stream in the Agent Workspace does not show up.