Overview

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Workspaces are a feature that allows agents to work on multiple issues concurrently within a single browser. Workspaces are optional for most teams, but they do have features that aren't available in non-Workspace views (also known as Classic UI) and may be mandatory for some teams. Workspaces, even if they have the same name, may be customized for larger departments.

Selecting a Workspace

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From the top menu, select 'Workspaces'. On smaller windows, it maybe hidden behind an ellipses next to 'Favorites' or 'History'. An alternate method of getting to a workspace is typing the name of the workspace in the 'All' menu.

Once you are on your workspace, you can add multiple tabs.

• Agents cannot select the variations of Workspaces they see.
• Agents cannot customize the components of their Workspace, but they can customize some of the views therein.
• Agents cannot create their own Workspace but the ServiceNow team is always open to ideas or improvements that could make lives easier.

Navigating Within a Workspace

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Most Workspaces you will come across will have a combination of Single Scores (numbers aggregating records) and Lists (lists of records).

In the example below, Single Scores are the top row, followed by a List.

• Clicking on a single score will bring you to a list view of the records that make up the score.
• Clicking on a record in a list view will bring you to a new tab with the details of that record. On that tab, you will be able to edit and respond to the ticket.

Although agents are not able to edit the various components / widgets of their workspaces, they can customize how the items on a list view are displayed and arranged. Agents can do this by clicking on the four squares next to a column header. In the picture above, this would be 'Assignment Group' above 'ITS-SNOW'. Click and hold on the four squares and re-arrange the columns. If an agent wishes, they can also edit the columns using the cog wheel in the top right of the list view.

Alternatively, an agent can filter based on a column (for instance, to only show certain groups or customers) or group the values of a certain column (to better see the ticket counts for each group or customer). Both of these actions are available by clicking the vertical ellipsis next to the column header, in this case 'Task Customer'.

 

Navigating within a Record

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• Once an agent clicks on a record in a workspace, it will open in a new tab.
  
  
• From this view, an agent can change the customer, re-assign the ticket, reply to the customer, add a non-customer visible worknote, edit the attachments, attach a knowledge base article, or change the status of the ticket.
  
  
• Via their agent training, agents should already be familiar with most of the fields and options on a workspace. Below we will highlight some of the basic field functionality of a record.
  
  
• Editable fields are highlighted on a hover over. In the example below, the grey highlight shows the agent can change the field.
  
  
• The (i) icon allows an agent to inspect the variable shown, that is, show more information on it.
  
  
• The magnifying glass allows an agent to find a new variable to replace the one shown.