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‎09-25-2019 08:15 AM
Hi,
I need to enable the use of template in Agent Workspace but the icon on the right is not shown (under the attachment icon).
Do you have any idea of what I should do?
Many thanks Paolo
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‎09-25-2019 10:31 PM
Hey Paolo,
These are the steps to see templates on your agent workspace:
1. Open the table sys_declarative_action_assignment.
2. Search for "templates" in the Action column, and then locate the record which has Table = "global"
3. Check if enabled is "true". If not, set it to true on this record.
4. If you do not find this record, you can even create a new record on this table for Table = "Case"
Regards,
Lokenath Chakraborty, Product Manager, Knowledge Management, CSM

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‎09-25-2019 10:31 PM
Hey Paolo,
These are the steps to see templates on your agent workspace:
1. Open the table sys_declarative_action_assignment.
2. Search for "templates" in the Action column, and then locate the record which has Table = "global"
3. Check if enabled is "true". If not, set it to true on this record.
4. If you do not find this record, you can even create a new record on this table for Table = "Case"
Regards,
Lokenath Chakraborty, Product Manager, Knowledge Management, CSM

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‎09-30-2021 04:45 AM
I'd like to add if that you are using this method hiding the Template icon in the workspace for a new table (such as a case table in a scoped app), you can add a system property ending with your table name (glide.ui.show_template_bar.<tablename>) like with the one which is used in the action assigment referenced above which has has Action = Templates, table = global
You can find Script Conditions field by selecting advanced view on the Action Assignment record.
Add a sys property like this:
Name glide.ui.show_template_bar.<tablename workspace case is running on>
Type = true | false,
Value = false
This will hide the icon from the workspace, by only creating a sys property.