Custom permission configuration for ServiceNow

Overview for setting up custom permissions/permission groups for agents in ServiceNow

In versions 2.6.3+ of the ServiceNow ScreenMeet application, ScreenMeet administrators can setup custom permissions for their agents.

This functionality can be useful in the following use cases

• Certain groups of agents only need access to specific/isolated ScreenMeet products

• Certain groups of agents need reduced or elevated access to functionality within the relevant ScreenMeet product

  • Example: Tier 2 agents can request administrator access, request remote control, run custom tools, etc. 

  • Tier 1 agents have reduced features based on their level of support(example: no ability to remote control, run commands, escalate to admin, etc)

Setup

The custom permissions can be assigned to a specific agent or as part of a group.

For a more scalable permission assignment workflow, we suggest building a group with the relevant ScreenMeet roles based on your needs. 

1. Switch to the main ServiceNow browser tab (not App Engine Studio).

2. In the Application Navigator, type User Admin.

3. Open the User Administration > Groups module.

Open the relevant group record.

In the Roles related list (tab), click the Edit... button.

In the Search field, type x_prois_sm.

Add the relevant roles to the group. 

In the screenshot listed above, you can see granular features such as allow the agent to reboot, enable recording, and more. There is also functionality to enable individual products (as shown - x_prois_sm.remote_support, x_prois_sm_live, etc)

Once you have created the relevant group, simply assign this group that has the feature roles to the agent for their experience to match your desired use case.