Manage workplace cases and tasks
Track the workplace cases and tasks that are assigned to you and your assignment group. Know the number of cases that are open, critical, and breached at any time. View the details of the case and perform an action accordingly.
Before you begin
Verify that you have installed the required plugins.
Role required: sn_wsd_case.workplace_agent
About this task
The ServiceNow Agent - Workplace Agent for mobile application enables you to manage the workplace cases and tasks that are assigned to you on the go without the need of a desktop or laptop. You can manage any type of workplace cases such as regular workplace case, maintenance case, move case, space configuration case and reservation case. The application provides you with a category-based display where you can quickly access the works assigned to you and to your assignment group easily. The Work view of the application displays your work, your group work, and unassigned work.
Procedure
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On the Work view page, depending on what cases or tasks you want to check, you can choose from the following options.
Section Actions My work overview Check the reports of workplace cases that are assigned to you. Select from the following reports to know more information: - Select Breached to view the workplace cases that have breached the set SLAs.
- Select Critical to view the workplace cases that are critical and require attention.
- Select Open to view the cases that you have opened and work in progress.
- Select Resolved to view the total number of cases that you have resolved.
- Select Allto view all the cases irrespective of their status.
My work - Swipe right through the section to view the details of all the cases and tasks that are assigned to you.
- To view the details in a list, select the See all option.
- You can select the case details card to open the details in a separate page and perform any action. On the page, use the filter to view cases and tasks separately.
- Select the Filter icon (
). - To apply a filter on the workplace cases, select Workplace case.
- Select the Filter icon (
Group work Go to the Group work section to view the cases and tasks assigned to the assignment group to which you belong. Select from the following:- Open critical: Select this option to view all the critical cases assigned to your assignment group.
- Open unassigned cases by priority: Select this option to view a list of unassigned workplace cases of your assignment group.
- You can view the cases by their priority.
- You can select a case at any time and assign it to yourself or to any agent if necessary.
- Open unassigned: Select this open to view both cases and tasks that are unassigned.
Unassigned work Go to the Unassigned work section to view the details of all the cases and tasks that are currently not assigned to any agent within your assignment group. - Select See all to view all the cases and tasks in a list on a separate page.
- Select the case or task to open it in a separate page. On the page, you can assign the case to yourself or make any updates.