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VMware Workspace ONE ITSM Connector for ServiceNow 2.0 is GA as of November 30, 2022!
What's New? Introducing Employee self-service actions within the service catalog - Empower your employees to remediate frequently occurring devices 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. This functionality helps reduce incoming support requests to Service desk teams and increases employee downtime and productivity.Additional UEM actions available within the ServiceNow Incident – The following additional UEM actions are now available to the service desk admin in the Workspace ONE UEM tab within an incident – Add device- Enroll a device into the Workspace ONE UEM console by sending an email to its user with details necessary to enroll their deviceFind device- Assist an employee in finding their lost or misplaced device by sending an alert tone meant to help user locate their deviceView encryption recovery keys- Unlock encrypted windows and macOS devices with easy access to the BitLocker recovery key for windows and FileVault recovery key for macOS devices. For Additional details, please refer to the Release NotesMinimum Requirements Workspace ONE UEM – 2107 or laterServiceNow releases supported – Quebec or laterAvailable 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 enrolment of the deviceStarting 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 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. More details can be found here 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. For additional information on the Service Graph connector, see Integration with ServiceNow CMDB.