Fine tune access and features with roles and groups within ServiceNow

Now you can control which features are enabled for a specific agent or group of agents based on Roles by enabling the option Custom Permission Feature Control.

You can enable this option by going into searching for sys_properties.list in the global search.

Then search for the porperty called x_prois_sm.control_features_with_roles and changing its value from false to true.

With that option enabled, most of the features and product access can be controlled from Service Now via Roles and Groups.

You will need to assign the corresponding Roles to the users by either using Roles or creating Groups that contain those Roles to control the features/products you want your agents to have access to.

Custom permissions naming format

The Roles are named with the following formats:

In the case of a product we use the following format:
Namespace.x_feature_[Product_Name]_enabled

This simply indicates that the product its enabled (Only if you have that product avialable in your licence).

To enable specific features, we use the following format Namespace.x_feature_[Product_Name]_[Feature_Name][_Agent_Decide]

For example, you will see a Feature named x_prois_sm.x_feature_live_record_agent_choice

In this example Role naming format indicates:

• It's part of the Screen Meet Namespace.
• It only applies to the Live product.
• It enables a feature called Record.
• It enables the agent to decide if recording will be enabled or not during the session.

One last consideration we have with naming roles for features is the option that enables the agent to decide to use the feature or not during the session.

For example, let take a look at the session recording feature. In the ScreenMeet Console for this feature, you have three different values:

• Never
• Always
• Let Agent Decide

Roles in ServiceNow can only indicate two states, Enabled or Disabled, so, to achieve the same control in ServiceNow, we opted to use two separate Roles, One for the feature itself, and another to let the agent decide.

Example configuration

Here we are going to cover an example configuration to grant a user permissions to use the live product and have the option to record the session.

First lets start by enabling the live sessions for the agent by adding the following role x_prois_sm.x_feature_live_record_enabled

Then lets enable the recording feature itself by adding the x_prois_sm.x_feature_live_record Role.

Finally let's enable the option for the agent to decide to record the session by adding the role x_prois_sm.x_feature_live_record_agent_choice

Here are some screenshots of the mentioned example configuration:

Selected roles:

Only the live product is avilable for the agent:

The agent has the option to record or not record the session:

Note: Even though the changes are applied instantly the agents may need to hit the refesh button on the widget for the UI to reflect the change in the roles.