Attach KB article in agent workspace from agent assist is disables

[JohnDF]

Hi everyone,

from the backend the agent can attach kb articles from releated search results, but the same agent can't attach it from the agent worksapce agent assist function:

Its keep loading and nothing happens, but I guess he has all roles. When I do the same with my admin user it works fine like expected.

Any suggestions?

Thanks for your help.

[Filipe Cruz · Accepted solution]

Hey JohnDF,

I think the issue relies in a specific configuration of agent assist.
In my PDI, if I go to Workspace Experience > Contextual Side Panel and then filter records where "action label" is "Agent Assist" and "Table" is "kb_knowledge", you will get one specific record that is the configuration of agent assist for knowledge.

If you open it it should look like this: (field not editable because I'm in a different scope)

If you see, in the "Conditions" tab, on the right side there are some checkboxes "Requires create access" and "Requires write access".

Try to disable them in your instance and check if that solves your issue.

You might want to disable them or to give more roles to your users so they can create and write on knowledge articles.

Have a look and let me know the result!

Please mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Madhavi2]

Hi,

Even I am facing the same issue. I unchecked all the checkboxes which requires access. Still I am facing the same issue. Please assist me on this. 

Thanks,

Madhavi