Document Viewer in CSM/FSM Workspace

[davitvoski]

Hey all,

I am having troubling in enabling document viewer for service agents to use in the CSM/FSM workspace on opened record. They are unable to view it. 

I have installed the Document Viewer.

I have tried adding the use document viewer attribute to the table dictionary.

I have tried it adding with the property or without it but still no luck.

Enable Document Viewer (servicenow.com) - tried this but still didn't work.

I am able to open it with an admin user. However, I don't think it's a permission issue since they have all the permissions required for the table.

Anyone got any ideas on where else to look or can help me out?

Admin View:

Customer Service Agent View:

[Arpan Baishya · Accepted solution]

Hi @davitvoski,

Sorry for responding late to your question. There's one thing I would like to know - Do the agents have access to the Attachment table records? Try impersonating an agent to verify that, if you haven't already.

Now, if that agent cannot access those records, you may want to take a look at the ACLs on the table with respect to the application from where you're trying to access.

[davitvoski]

Hey @Arpan Baishya ,

thank you for your response. It looks like that was the issue and they couldn't open it up since they didn't have access to it.

Thank you

[Arpan Baishya]

You're welcome. I'm glad your issue was resolved. 😃