Configure a customer service agent for Vaccine Administration Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Because Vaccine Administration Management is a scoped application, to manage user appointments better, some additional configurations are performed for the customer service agent.

    Antes de Iniciar

    Customer service agents create users in the system, book appointments, and if necessary, cancel and reschedule appointments by contacting a customer service call center. These steps enable customer service agents to manage vaccine appointments from the Vaccine Administration Management ServiceNow® Agent Workspace.

    To modify the access control lists (ACLs), users with the admin role must be assigned the security_admin role.

    Nota:
    For more information about elevating privileged roles, see Elevate to a privileged role.

    Role required: admin and security_admin

    Por Que e Quando Desempenhar Esta Tarefa

    For managing user appointments, you must configure a customer service agent. The configuration can be performed by assigning specific roles and permissions to the user with the agent role. The configuration can also be performed by creating list filters in the workspace, and setting up UI actions for booking appointments. Performing these actions enables customer service agents to book the earliest available slot automatically. It's because users with the agent role won’t be able to choose a slot to book user appointments.

    Procedimento

    1. Assign the sn_vaccine_sm.clinician role to the user with the sn_customerservice_agent role.
    2. Give the user with the agent role permission to create users by assigning the user_admin role to the user with the sn_customerservice_agent role.
    3. Create a list in the Vaccine Administration Management Agent Workspace to create a new user (Consumer User).
      1. Navigate to Workspace Experience > Administration > All Workspaces.
      2. Open the Agent Workspace record.
      3. In the Workspace lists related list, click New.
        Make sure that the record is in the Agent Workspace application.
      4. In the List name field, enter Consumer Users.
      5. Set the Category value to Customer.
      6. Set the Table value to Consumer user (csm_consumer_user).
      7. In the Roles field, add the sn_vaccine_sm.clinician role.
      8. Select the Active check box.
      9. Choose the fields that you want to be displayed.
      10. To create the record, click Submit.
      11. In the Filter navigator, enter csm_consumer_user.list.
      12. From the Consumer User Context Menu, click New.
      13. Configure the form layout for Consumer user (csm_consumer_user) in Agent Workspace to add the email, First Name, and Last Name field.
        For more information about configuring the form layout, see Configuring the form layout.
    4. To set up a new UI action for booking appointments.
      1. Create a new UI action named Book Appointment.
      2. Select a table from the Vaccination Request (sn_vaccine_sm_request) field.
      3. Select the Active option.
      4. Select the Show update option.
      5. Select the Form button option.
      6. In the Condition field, enter current.state=='10' || current.state=='20' || current.state=='30'.
      7. In the Script field, enter the following code. 
        if (current.state=='30') 

{ current.state='20'; 

current.update(); } 

new sn_vaccine_sm.VaccineService().enrollForDosages(current.sys_id);
      8. Select the Workspace Form button option.
      9. Click Submit.
        Once the customer service agent is configured, you can manage user appointments. For more information about managing user appointments, see Manage user appointments as a customer service agent.