Service Operations Workspace for ITSM landing page

• Get quick visibility into the work assigned to the agent or the agent's team before starting the day.
• Analyze incidents and catalog tasks that need attention and navigate to the records on which action should be taken.
• Monitor incidents with service level agreements (SLAs) that have been breached or at risk, open P1 incidents, or the ones not updated in 24 hours.

To use the features in Workforce Optimization for ITSM, see the Explore key features in Workforce Optimization for ITSM section.

This section displays the greeting text and shift details of the agent. For information about how you can customize this section, see Configure the header message on the landing page.The image on the banner of the header section in the SOW landing page supports custom themes for a more personalized experience.For more information, see Configure the space man on the landing page.

The alert notification displayed on the banner of the pages in SOW is expanded automatically to adjust and fit the complete message. For more information, see Configure the header message on the landing page.

Note: A tier-1 agent with the sn_shift_planning.agent role can navigate to the shift schedule when the Shift Planning for Configurable Workspace application (sn_uib_agent_sp) is enabled.

From this section, an agent can get an overview of various assignments from the donuts.

Important:

• A tier-1 agent can get an overview of catalog tasks and unresolved incidents assigned to the agent or the agent’s group.
• A tier-2 agent can get an overview of problems, change requests, catalog tasks, and unresolved incidents assigned to the agent or the agent’s group.
• A tier-1 or tier-2 agent can view tasks delegated to the agent by other users.

When an agent selects any part of the donut area, the associated records are displayed in the list view. When an agent selects the center of the donut area, all records associated with that card are displayed in a list view. From these list views, you can preview and update the record information in the workspace view for the following records by pointing to a record and selecting the preview icon (

• Incident
• Problem
• Interaction
• Change
• Request

For information about customizing this section, see Configure the donuts in the tier 1 landing page.

This section reminds agents of the upcoming tasks for the same day and next day. You can select the link to access the task.If there’s a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab.

Note: An agent can also view tasks delegated to the agent by other users.

• The Today tab shows tasks that you may want to attend to on the current day.
• The Tomorrow tab shows tasks coming up the day after the current day.

When the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated, you can also view your upcoming shift information and the following tasks are displayed in this section:

• Events: Number of events such as training and time off that's related to your shifts.

Note: If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO.

• Shifts: Number of work shifts.
• Skill review requests: Number of requests from your manager to review your skills.
• Shift sign-ups: Shifts that you can sign up for that are due on the current day and the day after the current day.

For more information on Workforce Optimization for ITSM in Service Operations Workspace, see Service Operations Workspace - Scheduling.

For information about how you can customize this section, see Configure the Upcoming section on the landing page.

Monitor learning tasks that you must complete. This section displays up to three learning tasks, which could include learning paths and courses that are new, due soon, or overdue. These tasks are either the ones that have been assigned to you or the ones you chose to self-enroll. The tasks are sorted by the due date and they're highlighted in red when they're overdue. You can also see the remaining duration to complete a task that you can select and complete.Important: This section is displayed only when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated.

For more information, see Service Operations Workspace - Learning.