Fine tune access and features with roles and groups within ServiceNow

Controlling Feature Access with Roles in ScreenMeet

Summary: This article explains how to enable and configure the "Custom Permission Feature Control" option in ScreenMeet to manage feature access for agents based on assigned roles within ServiceNow. This allows administrators to granularly control which products and features agents can utilize.

Prerequisites:

• You must have administrator access to your ServiceNow instance.
• You must have the necessary ScreenMeet product licenses in place.
• Familiarity with assigning roles to users and groups in ServiceNow.

Configuration Steps:

1. Enable Custom Permission Feature Control:

   • In ServiceNow, use the global search to navigate to sys_properties.list.

* Search for the property named x_prois_sm.control_features_with_roles.

* Change the Value field from false to true.
* Click Update.

2. Assign Roles to Users or Groups:

   • Determine the specific features you want to enable or disable for agents.
   • Identify the appropriate ScreenMeet roles (see the table below).
   • Assign the roles directly to individual users or to ServiceNow groups. It's recommended to use groups for easier management.
   • To assign roles to a user:
     • Navigate to User Administration > Users.
     • Select the user you want to modify.
     • In the Roles related list, click Edit.
     • Add the desired ScreenMeet roles to the Roles List.
     • Click Save.
   • To assign roles to a group:
     • Navigate to User Administration > Groups.
     • Select the group you want to modify.
     • In the Roles related list, click Edit.
     • Add the desired ScreenMeet roles to the Roles List.
     • Click Save.

Role Naming Convention:

ScreenMeet roles follow a specific naming convention:

• Product Access: x_prois_sm.x_feature_[Product_Name]_enabled - Enables the entire product for the user (if licensed).
• Feature Control: x_prois_sm.x_feature_[Product_Name]_[Feature_Name] - Enables a specific feature within the product.
• Agent Choice (Optional): x_prois_sm.x_feature_[Product_Name]_[Feature_Name]_agent_choice - Allows the agent to decide whether to use the feature during a session. This is used when the ScreenMeet console offers options like "Never," "Always," or "Let Agent Decide." ServiceNow roles only support "Enabled" or "Disabled," so this allows for the "Let Agent Decide" functionality.

Role Table:

Example Configuration:

Let's grant a user permissions to use the Live product and have the option to record the session.

1. Enable Live Sessions: Assign the role x_prois_sm.x_feature_live_enabled.

2. Enable Recording Feature: Assign the role x_prois_sm.x_feature_live_record.

3. Enable Agent Choice for Recording: Assign the role x_prois_sm.x_feature_live_record_agent_choice.

Verification and Testing:

1. After assigning roles, have the agent log out and log back into ServiceNow.
2. Verify that the enabled products and features are now available (or unavailable) in the ScreenMeet interface.
3. If the "Agent Choice" option is enabled for a feature, confirm that the agent can toggle the feature during a session.

Troubleshooting:

• Changes Not Reflected: Even though the role changes are applied instantly in ServiceNow, agents may need to log out/log back in for the UI to reflect the new roles.
• Feature Still Unavailable: Double-check that the correct roles are assigned to the user or group. Verify that the ServiceNow user is in the correct group if you are using group-based role assignments.