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What's New

VMware Workspace ONE ITSM Connector for ServiceNow Release Notes detail the new features and enhancements in each release. This page contains a summary of the new capabilities, issues that have been resolved, and known issues that have been reported in each version.

Workspace ONE ITSM Connector - September 2023

New Features

  • Introduced Workspace ONE Experience.

    Empower your service desk administrators with device health and an experience score along with the contributing factors. Also, information such as boot time, application performance, application hang time, and more is available.

  • Added new service desk administrator actions in the Workspace ONE UEM Device Actions drop-down menu.

    Administrators can now delete a device from Workspace ONE UEM and clear passcodes.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Tokyo, Utah, or Vancouver

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist 

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for VMware Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - March 2023

New Features

  • We've added a more details about the configuration item (CI) to the Workspace ONE UEM tab in a ServiceNow incident.

    Details include:

    • OS version

    • Serial number

    • Last seen date/time

    • Organization group details

    • Workspace ONE agent details

    • Additional Details

      • Profiles - View details of all assigned and installed profiles. Also, install or uninstall new profiles on the CI

      • Applications - View details of all assigned and installed applications. Also, install or uninstall managed applications on the CI.

      • Certificates - Displays all assigned certificates on the CI and their expiration dates.

  • Introduced new Workspace ONE UEM roles in ServiceNow incidents.

    The following Workspace ONE UEM roles are available on the Workspace ONE UEM tab within an incident for Service Desk Admininistrators:

    • Application Install - Install or uninstall available applications in ServiceNow.

    • Profile Install - Install or uninstall available profiles in ServiceNow.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Quebec or later

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist 

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for VMware Workspace ONE UEM

Resolved Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Known Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Workspace ONE ITSM Connector - November 2022

New Features

  • Introduced new Workspace ONE UEM actions in ServiceNow incidents.

    The following Workspace ONE UEM actions are available on the Workspace ONE UEM tab within an incident for Service Desk Admininistrators:

    • Add Device - Enroll a device into the Workspace ONE UEM console by sending an email to its user with details necessary to enroll their device.

    • Find Device - Assist an employee in finding their lost or misplaced device by sending an alert tone to help user locate their device.

    • View Encryption Recovery Key - Unlock encrypted windows and macOS devices with easy access to the BitLocker recovery key for Windows and the FileVault recovery key for macOS devices.

  • Added employee self-service actions in the Service Catalog. This new feature helps to reduce incoming support requests to service desk teams, decreases employee downtime, and increases productivity.

    • Employees can resolve frequently occuring device issues with self-service actions in the ServiceNow service catalog.

    • Employees can now perform various actions like adding their device into Workspace ONE UEM, change device passcode when they are locked out or have forgotten their passcode, find a misplaced device, lock a lost or stolen device, sync device with UEM to get latest resources, and view encryption recovery keys.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Quebec or later

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist 

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for VMware Workspace ONE UEM

Resolved Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Known Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Workspace ONE ITSM Connector - July 2022

New Features

  • Introduced support for the Linux platform on the ITSM connector.

    • Workspace ONE UEM actions: Enterprise Wipe and Remote Assist are now supported on Linux devices.

  • Support for shared use devices by deactivating email validation.

    • When a Workspace ONE UEM action is triggered from within the ServiceNow Incident, the ITSM connector verifies that the action is performed on the intended device by matching the email address of the caller reporting the incident with the email address retrieved from the remote device. In previous releases, email validation was enabled by default and not configurable.

    • Now, email validation is configurable and can be enabled for additional security or deactivated for shared use devices which do not have a dedicated email address associated with it. Email validation could also be enabled, and an exception list of email addresses can be added, for which the validation will not be carried out.

  • Added enhanced roles providing the ability to assign each Workspace ONE UEM action to a user or user group.

    • Now, each Workspace ONE UEM action is available as a role that can be individually managed and assigned to a user or a user group. This includes the following roles: Change Passcode, Lock Device, Remote Assist, Request Logs, Send Message, Soft Reset, Sync Device, Device Wipe, and Enterprise Wipe.

    • Some of these actions might be platform specific. The actions are available for those device platforms only.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Quebec or later

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist 

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for VMware Workspace ONE UEM

Resolved Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Known Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Workspace ONE ITSM Connector - February 2022

New Features

  • Added quick access to the Workspace ONE UEM console to perform advanced troubleshooting via the new Workspace ONE UEM Console button added to the Incidents page.

  • Added configure role based access to Device commands and remote control.

  • Review all actions performed on the device from from the Notes section within the Device detailed view in the Workspace ONE UEM console.

  • Introduced audit all actions performed on the device from the Notes tab in ServiceNow Incidents.

  • Implemented remote control troubleshooting sessions with Workspace ONE Assist and access tools such as screen share, file manager, and remote shell. 

  • Introduced execute commands such as Change Passcode, Device Wipe, Enterprise Wipe, Lock Device, Request Logs, Send Message, Soft Reset, and Sync Device on the device or configuration item (CI) associated with the Incident.

    • Some commands might be platform specific. The actions are available for those device platforms only.

  • Added a Workspace ONE UEM tab is introduced within the ServiceNow Incident page providing access access to Workspace ONE UEM device commands and remote control through Workspace ONE Assist.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Quebec or later

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist 

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for VMware Workspace ONE UEM

Resolved Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Known Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Download Instructions

  • Download and install the VMware Workspace ONE ITSM Connector for ServiceNow from the ServiceNow Store. 

  • Install the VMware Workspace ONE ITSM Connector. 

  • Complete the Guided Setup to configure the connector.

Note: While not mandatory, it is highly recommended that the Service Graph connector for VMware Workspace ONE UEM is installed prior to installing  the ITSM connector. The Service Graph connector ensures that all Workspace ONE UEM devices and their details are available in ServiceNow.

Support Contact Information

To receive support, either submit a ticket via the My Workspace ONE portal or call your local support line.

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