Agent assist workspace copy resolution not works for some user

sukran
Mega Sage

‎12-27-2023 06:50 AM

In CSM Workspace - Agent assist option copy resolution not working for some users 

Is there any role restrict ?

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Ratnakar7
Mega Sage
Mega Sage

‎12-28-2023 03:49 AM

Hi @sukran ,

 

Here are a few things to check:

  1. Roles and Permissions:

    • Ensure that the users who are facing issues have the necessary roles assigned. 

  2. UI Policies and ACLs:

    • Check UI Policies and ACLs (Access Control Rules) related to the Agent Assist Workspace. Ensure that they are not restricting the ability to copy resolutions.

  3. Catalog Client Scripts:

    • If you have custom client scripts on the catalog item or variable sets associated with the Agent Assist Workspace, review them to ensure they are not preventing the copy of resolutions.

  4. User Preferences:

    • Sometimes, specific user preferences might affect the behavior. Check the user preferences for those users to make sure there are no unusual settings.

  5. Browser Issues:

    • Verify if the issue is browser-specific. Sometimes browser extensions or settings may interfere with certain functionalities. Try accessing the workspace from a different browser.

  6. Instance-Specific Configuration:

    • Check if there are any instance-specific configurations or customizations that might be affecting the copy resolution functionality.

  7. Scripted Logic:

    • If there is any scripted logic (Business Rules, Client Scripts, etc.) associated with the workspace, review them to ensure they are not causing the problem.

  8. Logs:

    • Check the browser console for any errors or warnings when the copy resolution action is attempted. Also, check the ServiceNow logs for any related errors.

 

Thanks,

Ratnakar

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