This video explains what Workspace is, shows
the user interface, and demonstrates how you can use it to find, research, and resolve
issues. You can skip to any of these topics from the
YouTube description for this video. A workspace is a graphical user interface
that puts on one screen…all the tools an agent needs to find, research, and resolve
issues. ServiceNow provides different workspaces for
different types of issues. For example, agents use ITSM Workspace to
track and resolve IT issues, while those using CSM Workspace resolve external customer cases. Workspaces can be customized by system administrators,
so your workspace may not look the same as what’s shown here. But the purpose and most functions will be
the same. Here we’re logged in as Beth Anglin, who
uses the IT Service Management workspace to resolve IT incidents. The itil role is required to perform the tasks
shown here. The workspace landing page opens in a new
browser tab. It provides an overview of incident-related
information in the system, such as cr¬itical performance problems…
…as well as links to issues already assigned to the logged-in user. By clicking one of the IT categories, such
as Open P1 Incidents, we can select an issue to work on. Another way to find issues to work on is by
opening the list view… …which shows multiple lists of issues, such
as—under Incidents—Assigned to me, Open, Resolved, and All. Each row in the list is an incident record. When we click a record number, the incident
record opens in a new tab. The view on this tab is called the record
view, because everything displayed is related to the selected incident. The information in record view helps us understand
and resolve the issue. At the top of the page, the short description
summarizes the issue. At a glance, additional information—including
the issue’s Priority, State, and Category—provide context about the incident, such as its urgency. And below that is the ribbon, which in our
case is configured to show Customer 360 and Active SLA widgets. This information shows who opened the issue,
and how long it’s been in the system. Down here are the Form, Activity, and Agent
Assist panes. On the Details tab in the Form pane, we find
in-depth information about the incident, such as notes and related records. We can add data to the incident record by
entering information, for example, setting the Contact type. And the record view stays open until we close
it. Now let’s see how agents use Workspace to
resolve issues. Transition to new topic: How do agents use
it? Here’s the general workflow for agents using
workspace: First, find an issue to work on using the
landing page or list view. Then, research the issue in record view to
find a solution. And finally, resolve the issue and communicate
the resolution to the requester. Let’s find an issue to work on. We’re supposed to take care of critical
priority incidents before handling lower level incidents, but none of these are critical. So let’s see what’s in the list of incidents
that have been marked priority 1, critical. Hmmm… A couple of them are related to email. In workspace, we can open and work on multiple
records at a time. Let’s close the ribbon to give us more working
space. We gather as much information as we can about
the issue, by • Reviewing details of the incident on the
Details tab in the Form pane. • Looking at notes in the Activity Stream
left by agents who worked on this incident earlier. • And checking the search results automatically
displayed in Agent Assist. Sometimes the related list tabs also contain
helpful information, but not in this case. Let’s see if we can resolve this. We fill in whatever missing information we
can. We had a similar issue with this email server
last month, so it’s the likely culprit. There. Now these other related lists are populated. Okay…. We need to find a solution. Agent Assist provides search results with
possible solutions from a variety of sources, such as service catalog items and KB articles. By default, the search field is automatically
populated with the value in the incident’s Short description field. If the default search didn’t provide useful
information, we could manually enter other search terms to get different results…. …But the likely solution is right here. It’s an item from the service catalog: Reboot
email server. When we click Order…
…verify that this is what we want… …and submit it, workspace displays the change
request form in a new tab with some fields filled in. We complete the rest of the form and save
it to create the change request. Now let’s go back and update the incident
record. First, we’ll mark that card as helpful. Then we fill in the resolution information:
It’s solved permanently because we submitted a request to restart the email server. And finally, we notify the caller by filling
in the Comments field with an explanation. The system will automatically send an email
notification to the caller and any other stakeholders. We also add a work note—which the caller
can’t see but other agents can—explaining that this incident is similar to a problem
we saw last month. If we still had work to do on this record,
we would save it so that we or another agent could continue working on the incident. But we’re going to consider it resolved. And now the record reflects that. So on to the next one… For more information, see our product documentation,
knowledge base, or podcast. Or ask a question in the ServiceNow Community.