--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Configuring Service Operations Workspace for ITSM to improve your experience # Configuring Service Operations Workspace for ITSM to improve your experience {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Besides the configurations that are part of the essential setup for implementing Service Operations Workspace for ITSM, you can still improve your Service Operations Workspace for ITSM experience with a few configurations. * **[Assign the service desk agent role to the user in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/AEjvF9VjY7D42CXb3fYnzA)** Assign the service desk agent role to users to enable them to manage incidents, fulfill service requests, and offer user support. * **[Redirect UI16 module links to Service Operations Workspace](https://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w)** Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience. * **[Reorder the navigation pane modules in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/LSufTsKrmSTxq3CmVjPgdw)** Quickly access the navigation pane modules in Service Operations Workspace for ITSM. For example, Home, List, Inbox, and so on. * **[Configure the inbox in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/sq5Pv8sOSwFi0n9I0KeG8A)** Enable an agent to receive and respond to chat conversations initiated from Service Portal. * **[Configure alerts in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/3~NkYAIsqr5plZgBTtTN9w)** Configure the alert and notification messages in Service Operations Workspace (SOW) using UI Builder to automatically dismiss within a specified time and automatically expand the alert notification content. * **[Configure the list page in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/sOG6uRE2tldFdHJ7HS4bLg)** Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance. * **[Configuring record pages in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/H1Xhlk6DDtPlX0gYPo77Rg)** To align with your record page requirements, you can configure the data available in record pages in Service Operations Workspace for ITSM. * **[Hide contextual side panel](https://servicenow-prod.fluidtopics.net/O_ZAhtorK6qHvRIcrjRztw)** Set the hideContextualSidebar page property to determine when to hide the default primary contextual side panel for specific table-tab combinations, showing the tab's embedded contextual side panel in its place. * **[Sharing record pages from Service Operations Workspace across workspaces](https://servicenow-prod.fluidtopics.net/ShoHltCGDXA3WvhacldQOQ)** Share the look and feel of the record pages in Service Operations Workspace (SOW) such as incident or change request as it is across other workspace such as CSM and FSM workspaces. * **[Configure the task record information in the MS Teams Import tab](https://servicenow-prod.fluidtopics.net/kSYqTZ2EpjBlsDLywoSOqA)** Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation. * **[Specify the refresh duration for user presence in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Cbrk~eqBtMfDj8hq4EB5lA)** Define the duration after which the user presence should be refreshed for all collaboration channels in Service Operations Workspace. * **[Configuring Interaction Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/pLIEaLwMYrQtasPQV2NVOw)** Configure the features of Interaction Management to manage the interactions in Service Operations Workspace. * **[Configuring Notify in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/n2Vi3fFlpOezpBfUn5qUaQ)** Configure the Notify properties and Microsoft Teams guided setup for initiating a conference call in Service Operations Workspace. * **[Enable Computer Telephony Integration providers to interact with the Service Operations Workspace](https://servicenow-prod.fluidtopics.net/OWyK_HhQH8PHOuEjhmRAiQ)** Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface. **Related concepts** * [Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/YvyIc2AxZmm4MVrgMcnadA "You can easily migrate common customizations and configurations for various features from ITSM Agent Workspace to Service Operations Workspace for ITSM using the on-screen migration utility. With this migration, you won't have to rebuild these features in Service Operations Workspace for ITSM. For these features, you can migrate any specific record types and elements or all of them.") * [Getting started with Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/alt17SpqxyuDFvDHfL~VYg "Quickly understand how you can implement the essential setup to get started with Service Operations Workspace.") * [Setting up integrations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/CT3kppg2gdbYsmXwL8RuVw "You can set up multiple integrations in Service Operations Workspace for ITSM to leverage its complete capabilities.") * [Admin Center in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/hNMOlLdPwsKCqBUmqmKfwA "The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.")