Assistance to insert 'Agent Assist' in 'Service Operations Workspace' for RITMs

[Bruno_Watanabe]

I need help inserting "Agent Assist" in the "Service Operations Workspace" for RITMs. The Agent Assist appears for Incidents in the sidebar but does not appear for RITMs

[Ramya V · Accepted solution]

Hi @Bruno_Watanabe,

To add a new Agent Assist tab configuration, follow these steps:

1. Navigate to All > Contextual Search > Table Configuration.

2. On the form, select the Table Name for which you want to configure Agent Assist.
   Choose the UI Type as Workspace. Select a Search Context.
   Right-click the header and click Save.

3. Copy the Sys ID of the saved record for future reference.

   

4. Navigate to the UX Screen (sys_ux_screen) table and locate the record with the Screen Name ‘Agent Assist SNC.’

5. In the Screen Condition field, add the name of the table for which you are enabling Agent Assist.

   

6. In the Macroponent Configuration field, update the script (refer to the image below) by incorporating the table name and the Sys ID copied in Step 3. Save the form.

   

7. Scroll to the Related Lists section and open the record under the UX Screen Condition related list.

8. In the Script field, edit the conditions to include or exclude records where you want the Agent Assist tab to be available.

   
9. Result is:

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

[Tfnhodgi]

Hi Ramaya, I followed these instructions, and it is not working. Even though I feel like it should be. Oddly enough it works in Agent workspace but that doesn't help me...  I was wondering if you might be able to help troubleshoot. 

[Ramya V]

Hi @Tfnhodgi,

Could you please confirm if you selected the correct "Agent Assist SNC" record? There are two entries in the instance — make sure to choose the one associated with the Service Operations Workspace Core application.

Thanks,
Ramya

[Tfnhodgi]

Hi Ramya,

Thank you so much! The Agent Assist button is now showing up. It turns out we had two records with the same name, which was causing some confusion.