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.

Workspace ONE UEM Actions for Service Desk Adminstrators

A new Workspace ONE UEM tab is added to the Incident page when the WS1UEMStandard or the WS1UEMAdvanced role is assigned to the administrator.

A 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 tab 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 tab and actions are disabled for other Incident statuses.

The Notes tab in ServiceNow Incidents 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.

A Workspace ONE UEM Console button appears on the Incidents page 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.

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.

Available Actions for Service Desk Administrators

The following Workspace ONE UEM device actions are available in the ServiceNow Incidents portal for Service Desk Administrators. Some actions might be platform specific. The actions are available for those device platforms only.
  • Add Device - Add or enroll a device in the Workspace ONE UEM console.
  • 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.
  • Change Passcode - Replace any existing device passcode used to access the selected device with a new passcode.
  • 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.
  • 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.
  • 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.
  • 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.