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Legacy Agent Experiences: UI16 and Agent Workspace

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In this lesson, you will learn:

  • What the classic incident form is
  • What the older Agent Workspace was
  • How to tell them apart from Service Operations Workspace
  • What to do when you meet them on a project

🔁 Quick look back: Last time: Incident SLA Design for SNWR. You learned how SNWR’s incident SLAs use the 24×7 schedule for P1 and business hours for the rest.

1 “Our agents use a different screen”

Your next project isn’t SNWR. It’s Company C, and they’ve used ServiceNow for years.

  • Their agents work in the classic form.
  • Some teams use an older workspace.
  • They ask: “Should we switch?”

🎯 The problem: If you don’t recognize older screens, you can’t plan a move away from them.

👉 The fix: know the older agent screens, and why new setups use Service Operations Workspace.

2 Three agent screens

Three agent screens compared. Classic form, also called UI16 or Core UI: one record per browser tab, still used by admins. Agent Workspace: the first ServiceNow workspace for agents, now replaced for ITSM. Service Operations Workspace: the current ITSM agent screen, used by SNWR, where new features arrive.
Figure 1. Only one of these is where new ITSM features arrive.

3 How to tell them apart

Screen Clue
Classic form The All menu on the left, and a form with buttons at the top
Agent Workspace An older workspace address with “agent” in it
Service Operations Workspace The address includes /now/sow

💡 Good to know: New ITSM features, like newer AI helpers, arrive in Service Operations Workspace first.

4 When you meet them

  • Don’t force a switch on day one. Plan it, like any change.
  • Check which features the teams use every day.
  • Train agents before they move.

⭐ Remember: Recognize the old screens. Build new setups in Service Operations Workspace.

5 Quick recap

  • The classic form (UI16) is still used by admins
  • Agent Workspace was the first agent workspace, now replaced for ITSM
  • Service Operations Workspace is the current ITSM agent screen
  • Look at the address to tell them apart
  • Plan and train before moving teams

6 Check yourself

Think of your answer first. Then tap to check.

1 Which screen should a new ITSM setup use? Show answer

Service Operations Workspace.

2 Who still uses the classic form every day? Show answer

Admins, for setup.

3 What’s in the address of Service Operations Workspace? Show answer

/now/sow

4 Company C wants to switch screens. What do you do first? Show answer

Plan it: check what teams use every day, and train agents before they move.

Nice work! You can spot the older agent screens. 🎉
Next up: What Makes an Incident Major at SNWR

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