Response Templates for CSM Configurable Workspace

[Eheitman]

Hello,

Has anyone had experience adding Response Templates to an Extended table? We currently have 2 separate teams working in CSM/FSM Configurable workspace one is on sn_customerservice_case and the second is extended off of that table. Both teams need to be able to use Response Templates but team 2 gets a No Table Configuration message. Both teams share the same UI Variant Record Page

Here are some of the community posts and KB I have followed along with my current configuration attached

Add custom components to the Contextual Side panel 

Set up multiple Agent assist 

Configure table for a contextual search 

Agent assist and Response template are not visible in CSM Workspace 

How to set up agent assist for incidents in CSM workspace ? 

Configure Agent Assist in CSM Configurable workspace 

I then found this when going to submit my question 

Configuring Contextual Side Panel Tab in CSM Configurable workspace 

I followed the Second person's suggestion and that seems to have gotten me closer, I now have a second Response Template Tab that is just always spinning

Any Direction or documentation would be greatly appreciated

Thanks

[Eheitman · Accepted solution]

I finally figure this one out

I did not end up having to make a second response template tab, I was able to leverage the one that already was available to CSM Workspace and just had to add my extended table config to it.

The other thing I had to do to get this to work properly in Vancouver was add my Agent Assist and Response Template Table Configurations to the UX Page Property table (sys_ux_page_property) under contextualTableConfigMapping_main. This allows the Side Panel Tab Management Controller to find the config and solved the No Table Configuration issue when clicking the Response Template Contextual Side Panel icon on my extended table

Hope this helps anyone else that was stuck like me

[Kathleen16]

Hi @Eheitman, I am facing a similar issue for an extended table. Can you please confirm where you added your extended table config to the existing Response Template tab? - "I was able to leverage the one that already was available to CSM Workspace and just had to add my extended table config to it."

I thought I'd done it in the right place but even after updating the sys_ux_page_property record, I'm still getting the spinning circle in the Response Template tab.

[Eheitman]

Hello @Kathleen16 ,

Here are the steps I took to get my config working

1. Create a new Response Template Screen on the sys_ux_screen table. I copied the one for Complaints Cases with this Macroponent Configuration

{
"isNewRecord" : "@data.gform.nowRecordFormBlob.isNewRecord",
"fields" : "@data.gform.nowRecordFormBlob.fields",
"sysId" : "@context.props.sysId",
"table" : "@context.props.table",
"cxsTableConfig" : "5f0a5f7e77840010ec75945caa1061a5"
}

2. Added step 1 to the UX Screen Collection (sys_ux_screen_type) for Response Template 

3. Created cxs_table_config for Agent Assist and Response Templates on the extended table

4. Added the sys_id of those cxs_table_config on the contextualTableConfigMapping_main UX Page Property (sys_ux_page_property)

Test your page in UI Builder with a test value from your extended table (UI Builder _ Test Values.png)

Drill into the Response Templates tab Item so your view looks like this (Reponse Templates Items.png)

Click the Data pill on the far left side and click Side Panel Tab Management. You will see spots for agentAssistConfigID and reponseTemplateConfigId. Those should be sys_ids now, if they are null look back at step 4 and make sure you have the format correct (Side Panel Management.png)

[RWHeals]

 How did you all even get the Response Template button to appear for the extended case record?  I tried to configure the ux screen and the Restricted Caller Access Privilege but it wont even show up.  Did something change with that in Washington as well??