Set up user roles, global search, and service catalogs to give agents the correct permissions, source documents, and catalogs that they need to resolve issues.

1. Activate the plugins for your product.

   ITSM plugins are active by default. If you're using another workspace, such as CSM, you must activate its plugins.

   1. Navigate to System definition > Plugins.
   2. In the search bar, enter your product name.
   3. Click Install for the plugins that are related to your product.

      For more information, see Activate the plugins for your product.

2. To assign roles to people in your organization, use the following table. How you assign your agents to these roles is beyond the scope of this documentation.

   Role	Description	Contains roles
   Workspace agent [agent_workspace_user]	Required to use Agent Workspace. The itil and sn_esm_agent for CSM roles also contain this role.	None
   Workspace list administrator [workspace_list_admin]	Required to create list categories and to create and assign filtered lists. This is an elevated role. For more information on elevated roles, see Elevated privilege.	agent_workspace_user
   Workspace administrator [workspace_admin]	Required to configure Agent Workspace.	form_admin chat_admin template_editor ui_action_admin personalize_form interaction_admin workspace_list_admin

3. Identify a source of information that agents use when doing searches in Agent Workspace.
   1. Navigate to Workspace Experience > Administration > Search Sources.
   2. Click New or open an existing record to edit.
   3. On the form, fill in the fields.

      Table 1. Search Source form

      Field	Description
      Name	Name of the search source. This name appears as a search category in the workspace search.
      Application	Application that this component applies to. Global means that the component applies to all applications.
      Table	Table that your search source is associated with.
      Conditions	Conditions for your search source.

   4. Click Submit.
4. (Optional) Configure the global search.
   Global search is the field at the top of Agent Workspace that enables agents to search across all records.

   

   1. Open the Settings menu by clicking your profile image.
   2. Select Configure Workspace.
   3. In Global Search Data Config, click the search icon () and specify a search configuration, or, to create a new configuration, click New and fill in the form.

      Table 2. Search Context Configuration form

      Field	Description
      Name	Configuration name.
      Application ID	Name of the application this configuration is meant for.
      Search Results Limit	Maximum number of search results that are returned by global search.
      Suggestions limit	Maximum number of type-ahead suggestions that appear as agents type.

   4. Click Submit.
   5. In Global Search View Config, click the search icon () and specify a view configuration, or, to create a new configuration, click New and fill in the form.

      Table 3. Global Search Configuration Settings form

      Field	Description
      Name	Configuration name.
      Recent Items count	Number of recently selected search results that appear in the global search field. The default is 5.
      Recent terms count	Number of recently searched terms that appear in the global search field. The default is 5.
      Recent TTL (days)	Time To Live, which is the length of time in days that recently searched terms and recently selected search results remain in the search history. The default is 30.
      Application	Scope of this global search. Typically, leave the value as Global.
      Tab drill-down items per page	Number of search results that appear at one time when you view search results for a specific search category. The default is 25.
      Tab overview items per section	Number of items that appear in the search results by section. The default is 10.

   6. Click Submit.
   7. When you return to the Workspace form, select the Search enabled check box to use the search parameters that you configured.

      The Active check box must also be selected for all of the parameters on the Workspace form to take effect.

   8. Click Update.
      Note: If any access control lists (ACLs) are configured to prevent users from accessing information, the search results show a message about security constraints. For more information on limiting access using ACL rules, see Access control list rules.
5. (Optional) Associate a Service Catalog with Agent Workspace and add items to it.

   A service catalog lists items that an agent can send to a requester, for example, a keyboard, desk chair, phone, and so on. Your implementation of Agent Workspace may or may not require that agents have access to a service catalog. If you associate a service catalog with Agent Workspace, all agents have access to it. For more information about adding a service catalog to Workspace or to add items to a catalog, see Assign a Service Catalog to Workspace Agents typically use service catalogs in the contextual side panel to resolve requester issues.