Even if it is a older question I would like to answer it, because I was facing the same issue (Zurich).
For me the solution was - additionally to the documentation - to edit the UX Screen Conditions related record in the UX Screen "Agent assist SNC" and include the following to the Script:
} else if (params.data.table == 'sc_req_item') {
// Basic enablement: show Agent Assist on RITMs for ITIL users (adjust roles if needed)
return (recGr.active || isNewRecord) && gs.hasRole('itil');
Full script:
(function checkScreenVisibility(params) {
var recGr = new GlideRecord(params.data.table);
var isNewRecord = params.data.sysId == -1;
var sysId = gs.nil(params.data.sysId) ? '' : params.data.sysId;
if (!isNewRecord && !recGr.get(params.data.sysId)) {
return false;
}
if (params.data.table == 'incident') {
return (recGr.active || isNewRecord) && (gs.hasRole('itil') || gs.hasRole('sn_incident_write'));
} else if (params.data.table == 'change_task' || params.data.table == 'change_request') {
return (recGr.active || isNewRecord) && (gs.hasRole('itil') || gs.hasRole('sn_change_write'));
} else if (params.data.table == 'problem') {
return (recGr.active || isNewRecord) && (gs.hasRole('itil') || gs.hasRole('sn_problem_write'));
} else if (params.data.table == 'problem_task') {
return (recGr.active || isNewRecord) && (gs.hasRole('itil') || gs.hasRole('sn_problem_write') || gs.hasRole('problem_task_analyst'));
} else if (params.data.table == 'interaction') {
return (recGr.active || isNewRecord) && (gs.hasRole('itil') || gs.hasRole('interaction_agent'));
} else if (params.data.table == 'sc_req_item') {
// Basic enablement: show Agent Assist on RITMs for ITIL users (adjust roles if needed)
return (recGr.active || isNewRecord) && gs.hasRole('itil');
} else if (params.data.table == 'kb_knowledge' || params.data.table.includes('kb_template_')) {
var canWrite = false;
if ((isNewRecord && recGr.canCreate()) || (recGr.get(sysId) && recGr.canWrite()))
canWrite = true;
if (canWrite &&
recGr.workflow_state != 'pending_retirement' &&
recGr.workflow_state != 'retired' &&
recGr.workflow_state != 'outdated') {
if (new global.KBViewModel().isVersioningEnabled() && recGr.workflow_state == "published")
return new global.KnowledgeUIAction().getEditableFields().includes("short_description");
else
return true;
}
return false;
} else if (params.data.table == 'em_alert') {
return gs.hasRole('evt_mgmt_user');
} else if (params.data.table == 'universal_request') {
return ((recGr.active && !recGr.primary_task) || isNewRecord) && (gs.hasRole('sn_uni_req.routing_agent'));
}
return false;
})(inputProperties);
I hope that helps you.
