Kaustubh Jhunjhunwala

In this Blog, we play peekaboo with the Workspace One ITSM Connector button within the ITSM Connector for ServiceNow! The Challenge Every Service Desk associate working on a ServiceNow ticket sees the "Workspace ONE ITSM" button. Customers have expressed a desire to show this button to only specific users within a ServiceNow Group. Let's call this Group "Group_SD". In our example, we'll add the "x_omnis_ws1uem.ws1uemconsole" role to this group. Such that only the Users within "Group_SD" that have the "x_omnis_ws1uem.ws1uemconsoleviewer" role shall be able to make use of the ITSM Connector. The solution From the filter Navigator, search for “Form Actions”. Look for an action called Workspace ONE ITSM. the direct URL would be : https://<your-instance>.service-now.com/now/nav/ui/classic/params/target/sys_declarative_action_assignment_list.do Edit the record in Advanced View Choose the "x_omnis_ws1uem.ws1uemconsoleviewer" role as a required role and save the record. The result A User without the role does not see the button anymore! In conclusion, a combination of User Roles assigned to the Form Action can control the visibility of the ITSM Connector.

While our ServiceDesk offering surfaces features in ServiceNow catering to UEM/Intelligence and Horizon User Cases, we'd like to expand beyond ServiceNow. Please take this short survey to help us choose which other ITSM solution we should target.

Understood the "what", can you explain the "why" with a use case? How would an end user utilize this identifier? can you give an example plz?

Have you had a look at the TopDesk marketplace?

Hi there, Have you raised a support ticket for this? Happy to have it looked into. Regards, KJ

Great!