Assign the service desk agent role to the user in Service Operations Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Assign the service desk agent role to users to enable them to manage incidents, fulfill service requests, and offer user support.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Service Operations Workspace > Configurations.
    2. On the Admin Center page, do one of the following:
      • In the Overview tab, select the Configure button in the Initial setup section.
      • In the Configurations tab, select Initial setup > Service desk agent role.
      The Service Desk Agents page displays the following tabs:
      • Service Desk Agents: List of users who have the service desk agent role.
      • Suggested groups and users: List of all users and user groups that meets the SOW tier-1 user criteria and is suggested for assigning the service desk agent role.
      • All available groups and users: List of all available users and user groups in the system.
    3. Select the Suggested groups and users tab.
    4. Select the any or all of the suggested users or user groups and then select Add.
      Note:
      When you add all the suggested users or user groups from the list to service desk agent role, the Suggested groups and users tab disappears.
    5. Select the All available groups and users tab.
    6. Select a group to assign all the users in the group with the service desk agent role.

      Select a user to assign the service desk agent role.

    7. Select Assign service desk agent role.

    Result

    The selected users are assigned with a service desk agent role.