Exploring ITSM Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get an overview of ITSM Agent Workspace and how it works.

    Important:
    Starting with the Washington DC release, ITSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. Use Service Operations Workspace, which is a configurable workspace providing a unified experience for multiple IT Service Management and IT Operations Management workflows. For information about Service Operations Workspace for ITSM, see Service Operations Workspace for ITSM.

    Features

    Manage multiple incident, problem, and change records using these ITSM Agent Workspace features.

    ITSM agent workspace features

    Number ITSM Agent Workspace feature Description
    1 Multi-tab interface Tabs to easily navigate between multiple open records.
    • Incident records open in top-level tabs.
    • Associated records, such as problem and change, open in sub-tabs below the Incident tab.
    2 Form header Configurable fields in the form header to give you a quick summary of incident, problem, or change records.
    3 Form fields Detailed view of the form fields from the Details related list.
    4 Activity stream Activity stream to display a chronological record of activities. The activity stream occupies a central location in the default layout, making it easy for agents to scroll through the record history.
    5 Agent Assist List of information across multiple sources such as open incidents, problem, and change records. With Predictive Intelligence, agents can also view similar task records.