How to configure lists in CSM agent workspace?

[Miikka_M]

Hi, 

I'm configuring CSM agent workspace for customer.

My admin user has following lists available on CSM agent workspace:
- Cases
- Major Issue Management
- Knowledge
- SLAs
- Incidents 

This is OK.

However, customer service agent user only has following lists available:
- Cases
- Major Issue Management
- Incidents

I would like CSM agent to have those SLAs and Knowledge lists also. 

What is the best way to configure this? Is there some roles which determines this? 

Please see picture attached. 

Best, 
Miikka

[Musab Rasheed]

Hello,

In below thread I see you are referring to list, can you go to this list and see if any role is specified through which list is displayed form admin and not for non admins ?

https://community.servicenow.com/community?id=community_question&sys_id=9ac2b21f1b1159d098a1ece6b04bcbed

Regards

[Miikka_M]

Hi Musab, 

Thanks for answer. 

I checked roles from UX list categories related to this list as test (even tho there reads "[DO NOT USE]"). I added these roles to CSM agent, but still for example knowledge is not showing on csm agent workspace list categories.

Any ideas why?

[jenslage · Accepted solution]

I know this post is old, but for anyone else ending up here (like I did), you might find this useful. 

I just had the same issue as Miikka. 

What I did was go to the list in the UI Builder and click on "M2M Applicability"(See attached image). In here, I made a new record where I put the list I wanted my CSM Agents to see (The list was one I created beforehand in UX List Category from clicking the "Configuration" button after choosing the list in the UI Builder). In the Applicability field I put CSM - Agent.

This fixed the issue and is apparently why roles are not needed. The documentation on the field, however, is really bad, which made me spend hours on a small thing like this. Hope this helps somebody in a similar situation! 

[Jaxxon Brycen]

Thanks everyone for sharing their knowledge here. As I was also facing the issues in integration of cms management for  the clients of our games and apps website. But after reaching to this post I have fixed the issue and now it integrated easily.