How can I enable the use of template in Agent Workspace?

[Paolo Scorrano]

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

[Lokenath Chakra · Accepted solution]

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

[Bard H Rynning]

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.