Set different form views for different agent roles to display on the fields the agent needs to see.

Agent roles can be based on permission levels or products, for example, CSM (for cases) or ITSM (for incidents). A workspace view is configured for each type of agent. Views use the following role-based hierarchy to determine which form the agent sees in Workspace.

Any view/role combination that results in the Default form view is read-only.

RoleForm view
itil
  1. workspace_itil
  2. workspace
  3. default
sn_esm_agent
  1. workspace_csm
  2. workspace
  3. default
both itil and sn_esm_agent
  1. workspace_csm
  2. workspace_itil
  3. workspace
  4. default
admin or workspace_admin
  1. workspace
  2. default
other If the agent does not have either role, but does have another role that still provides access to the forms:
  1. Workspace
  2. Default