Enable Agent Assist for Custom Case Type in CSM/FSC Configurable Workspace

[Francis16]

Hi,

Out client has a Case Type for which Agent Assist has to be enabled on CSM/FSM Configurable Workspace. I have followed the steps provided in the link below. This still did not work. I was able to get the icon in the contextual panel. But clicking on it does not really do anything.

https://www.servicenow.com/community/csm-articles/agent-assist-for-customer-service-case-types/ta-p/...

[Shruti]

Hi @Francis16 

1. Navigate to sys_ux_page_property.LIST

2.  Create a new property 

Name - contextualTableConfigMapping

Value - 

[{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}]}]

Page - CSM/FSM Configurable Workspace

Type - json

Refer below documentation - 

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

[FrancisR]

Hi,

I have tried this and no luck. There was an existing UX Page Property - contextualTableConfigMapping_main .

I modified the attibutes which still failed. 😕

[Shruti]

Hi,

Instead of modifying existing property "contextualTableConfigMapping_main",  can you try create a new property with "contextualTableConfigMapping" name

[Francis16]

Yep, I did try creating a new one as mentioned. Which still did not work.