Assign Service Desk Manager role from SOW Admin Center

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Assign the Service Desk Manager [sn_itsm_common.sn_service_desk_manager] role to add an AI Worker (e.g., AI L1 Service Desk Specialist) to your team (i.e., assignment group) to help with incident resolution.

    Warum und wann dieser Vorgang ausgeführt wird

    You can assign the Service Desk Manager [sn_itsm_common.sn_service_desk_manager] role manually using the Service Operations Workspace (SOW) Admin Center.

    Additionally, if you are an existing customer, we automatically assign the Service Desk Manager role to users who meet any of the criteria below during the upgrade process using a fix script:
    • Assignment group managers with the Service Desk Agent [sn_itsm_common.sn_service_desk_agent] role
    • Managers of users with the SDA role assigned directly or via group membership
    • Managers of an assignment group specified in the Service Desk Group Inclusion user criteria record
    • Managers of users in assignment groups listed in the Service Desk Group Inclusion criteria.

    Vorbereitungen

    • Ensure the IT Service Management for AI Agent Collection [sn_itsm_aia] 5.1 is activated.
    • Ensure the Service Operations Workspace (SOW) for ITSM application is updated to 8.4 version.

    Role required: admin

    Prozedur

    1. Navigate to All > Service Operations Workspace > Admin Center > Overview.
    2. Select the Configuration tab.
    3. In the Initial setup section, select Service desk manager role.
      The Service desk manager page displays the following two tabs:
      • Service Desk Managers – Contains list of users and user groups assigned to the Service Desk manager [sn_itsm_common.sn_service_desk_manager] role.
      • All available groups and users - Contains list of users and user groups that are available for assigning the Service Desk manager [sn_itsm_common.sn_service_desk_manager] role.
      Hinweis:
      If no user or user group is currently assigned to the Service Desk manager [sn_itsm_common.sn_service_desk_manager] role, the Service Desk Managers tab displays the Assign Service Desk manager role action, which redirects you to the All available groups and users tab.
    4. Select the All available groups and users tab.
    5. Select any user or user group or both and then select Add.

      You can select to add multiple users or user groups.

      The selected user or user group is added to the list of user or user groups in the Service Desk Managers tab.