Setting up Service Desk assisted Password Reset in Service Operations Workspace
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- UpdatedAug 1, 2024
- 2 minutes to read
- Xanadu
- IT Service Management
The Password Reset application provides a mechanism for end users to either unlock the account or reset their password with the help of service desk support. This feature enables a secure and an efficient password management system. The users must reach out to the service desk agents to update their login credentials.
Before you configure the password reset, you must define the password reset process. For more information, see Plan your Password Reset processes.
The password reset feature is available in the base system. Alternatively, you can customize the password reset process to meet your organization's needs.
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The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.
- Customize the Service Operations Workspace for ITSM landing page
You can customize the data displayed in sub pages of the landing page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.
- Assign the service desk agent role to the user in Service Operations Workspace
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- Reorder the navigation pane modules in Service Operations Workspace for ITSM
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- Configure a record page tab in Service Operations Workspace
Configure the display order of a record page tab in Service Operations Workspace.
- Configure a task record form in Service Operations Workspace
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- Configure the inbox in Service Operations Workspace
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- AI Search in Service Operations Workspace for ITSM
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- Configure Standard Record Page in Service Operations Workspace
Configure individual record pages to display information and help them to update the customization easily.
- Configure the SOW list page
Configure the fuzzyCount property to modify how the number of records is displayed on the SOW list page thus improving system performance.
- Define and customize activity stream tags
Define and customize the activity stream tags for the record pages in Service Operations Workspace. The tags helps in filtering the activity from the activity streams as required.
- Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.
- Customize the incident record page
You can customize the Overview tab and the contextual side panel for an incident.
- Setting up Investigation Framework in Service Operations Workspace
Set up the Investigation Framework in Service Operations Workspace to enable the display of the CI metrics information on the Investigation tab of the Incident records.
- Create a task type for problem or change in Service Operations Workspace
Configure a task type that can be used during problem or change creation.
- Configuring Recommendation Framework in Service Operations Workspace
You can enable an agent working on an incident to view predictions provided by Recommendation Framework.
- Configure the display of requester related records in an interaction
For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.
- On-call Scheduling in Service Operations Workspace
On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.
- Configure the experts On-call panel
Configure the Experts on-call panel for an incident.
- Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
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- Configure the task record information in the MS Teams Import tab
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- Install Universal Request for Service Operations Workspace
You can install the Universal Request for Service Operations Workspace application (com.snc.universal_request) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
- Install Universal Task for Service Operations Workspace
You can install the Universal Task application (sn_uni_task) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
- Configuring Interaction Management in Service Operations Workspace
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