The VMware Workspace ONE ITSM Connector for ServiceNow provides the ability to perform Workspace ONE UEM and Assist actions from within ServiceNow. This topic covers using the ITSM Connector for ServiceNow.

Incidents

The ServiceNow Incidents page shows all information related to an incident including who reported the incident and a description of the issue. When you click Related Search Results, you can view searches related to keywords in the incident's Short Description.

The following options are available on the Incidents page:

Notes

The Notes tab records all successful actions performed on the device when audit capability is configured during the guided setup. The note details the time, action, and the ServiceNow user that performed the action.

Related Records

On the Related Records tab, you can lookup related problems, change requests, and caused by change information.

Resolution Information

On the Resolution Information tab, you can enter the resolution code, the name of the agent who resolved the issue, the resolution date, and notes.

Workspace ONE UEM

The Workspace ONE UEM tab displays when the WS1UEMStandard or the WS1UEMAdvanced role is assigned to the administrator. The Workspace ONE UEM tab provides administrators with device action selections, a device details overview, agent details, and additional details.

In the Device Actions section, the Workspace ONE UEM Action drop-down menu displays on the Workspace ONE UEM tab for the support administrator. The support administrator can perform an action from the drop-down menu on the configuration item (CI) or device assigned to the incident. To perform Workspace ONE UEM actions on the device, enroll the configuration item or device assigned within Workspace ONE UEM.

Note: Actions are only successful if the attached device corresponds to a device in Workspace ONE UEM. This match is verified by serial number, along with an email address validation of the caller against the assigned user in Workspace ONE UEM.

The Workspace ONE Action drop-down and actions are enabled if the Incident status is In Progress, and a caller and a configuration item are assigned to the incident. The Action drop-down and actions are disabled for other Incident statuses.

For an action to be successful, the serial number of the configuration item in ServiceNow must match the device serial number of the device in Workspace ONE UEM.

The Overview, UEM/Agent Details, and Device Hygiene sections show device specific information related to the device associated with the incident.

The Additional Details section shows statuses for the following (if available):
  • Profiles
  • Applications
  • Certificates
  • Workflows

On the Workflows tab, you can run freestyle workflows and scripts. If there is a delay with seeing the results after running the workflow or script, click Sync to see the result immediately. Click Refresh to see the latest status of a workflow.

Also, on the Workspace ONE UEM tab, you can search for a device by serial number when a configuration item isn't attached to an incident or a serial number isn't associated with a configuration item. The search displays when device details aren't available on an incident.

Search by serial number field

To use the search feature, configure Workspace ONE Device Search in Application Details in setup.

Workspace ONE Experience

The Workspace ONE UEM Experience tab shows the metrics that contribute to the experience score for a device for the previous 24 hours. The Performance section shows utilization statistics for memory, CPU, and GPU. A detailed log of Device Events shows Shutdown, Boot, Application Crash, and Application Hang events. Most Used Apps shows most used apps on the device and the contributing factors to app experience score.

Use the following options to update the incident:
  • Update - Click to save changes made to the incident.
  • Resolve - Click to resolve the incident.
  • UEM Console - Click to access the Workspace ONE UEM console. This button appears only if the Workspace ONE ConsoleViewer role is configured.

    When the support administrator opens the console, they can navigate to advanced troubleshooting. If the configuration item is not associated with the Incident, or the Device is not available within ServiceNow, then the support administrator can use the Workspace ONE UEM button to log in to the Workspace ONE UEM console and perform further troubleshooting.

  • Delete - Click to delete the incident. Deleting the record results in the automatic deletion of related records.

Also on the Incidents page, you can view related links, Task SLAs, Affected Configuration Items, Impacted Services, and Child Incidents.

Workspace ONE UEM Actions for Service Administrators

Service desk administrators are able to resolve frequently occurring issues for employees. Some actions might be platform specific. The actions are available for those device platforms only.

Available Actions for Service Desk Administrators

The following Workspace ONE UEM device actions are available in the ServiceNow Incidents portal for Service Desk Administrators.

  • Add Device - Add or enroll a device in the Workspace ONE UEM console.
  • Application Management - View details of all assigned and installed profiles and install managed applications on the CI.
  • Certificate Management - Displays all assigned certificates on the CI and their expiration dates.
  • Change Passcode - Replace any existing device passcode used to access the selected device with a new passcode.
  • Clear Passcode - Removes the existing device passcode.
  • Delete Device - Remove a device in the Workspace ONE UEM console.
  • Device Wipe - Send a command to clear the device of all data and the operating system.
    Note: This action returns the device to factory default settings. You cannot undo this action.
  • Find Device - Send a message to the applicable Workspace ONE UEM application together with an audible sound designed to help the user locate a misplaced device.
  • Enterprise Wipe - Send a command to remove all managed enterprise resources including applications and profiles.
    Note: This action removes all corporate data from the device. You cannot undo this action.
  • Lock Device - Send a command to lock the selected device. The devices cannot be used until it is unlocked.
  • Profile Management - View details of all assigned and installed profiles and install new profiles on the CI.
  • Remote Assist - Remotely connect to enrolled device to view and control its screen, manage files, and run commands in real-time.
  • Request Logs - Request for the selected device to send its logs to the Workspace ONE UEM console.
  • Send Message - Workspace ONE UEM console the user of the selected device.
  • Soft Reset - Restart a device remotely, reproducing the effect of powering it off and on again.
  • Sync Device - Sync the selected device to the Workspace ONE UEM console.
  • Tag Device -Tag or remove the tag from a device in Workspace ONE UEM for the categorization of devices and to support various IT workflows.
  • View Encryption Recovery Key - Send a message to receive the encryption recovery key.

For more information, see Device Actions.

Workspace ONE UEM Actions for Employees

Employees are able to resolve frequently occurring issues on their devices using the Service Catalog. Perform self-service actions in the VMware Workspace ONE category or any other category in the Service Catalog based on the employee's configuration.

Available Actions for Employees

The following Workspace ONE UEM device actions are on the VMware Workspace ONE tab in Self-Service.

  • Add Device - Send an email to the user with information for how to enroll their device.
  • Change Device Passcode - Replace any existing device passcode used to access the selected device with a new passcode.
  • Find Device - Send a text message to the device along with an alert tone to help the user locate the missing device.
  • Lock Device - Lock the selected device. The device cannot be used until it is unlocked.
  • Sync Device - Sync the selected device to the Workspace ONE UEM console, aligning its Last Seen status.
  • View Encryption Recovery Key - Send a message to receive the encryption recovery key.