Response Templates on Agent Chat are not visible to Agents

YenGar · ‎12-22-2020

Hi all,

We are starting to use Agent Workspace with Agent Chat and trying to use Response templates from the quick actions. I'm running into an issue where the response templates are visible to admins but not the agents. The agents have the role to view the template snippets and from what I understand, that is all that is needed. I've attached some screen shots below.

Admin view

Agent view

Have any of you have any experience with this? What causes this issue and what is the best way to handle it? Not sure what is going on.

Any help/ suggestions are appreciated!

Thank you,

Yen

YenGar · ‎12-28-2020

Hi Maik,

I got a response from the HI. This is a problem they have that is fixed in the Paris release. They did provide a a possible work around for it in this KB - https://hi.service-now.com/kb_view.do?sys_kb_id=e3a045d0dbd59c501cd8a345ca9619e5.

It does require to create a new ACL though because the scripts are read only. It requires to update line 9 from the quick action script for response templates. Or one can upgrade to the Paris release instead of changing the script.

Thank you,

Yeny

View solution in original post

Maik Skoddow · ‎12-22-2020

Have your agents the role sn_templated_snip.template_snippet_reader as described on https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/human-resources/concept/re... ?

YenGar · ‎12-23-2020

Hi Maik,

Yes, the agents have been granted the role sn_templated_snip.template_snippet_reader. It was inherited from the awa_agent role that was assigned to them. Not sure what else is needed, it should just be that role but they cannot see them. I've deleted the templates and re-added them just in case, but nothing appears for them, just the admins.

Do you think it may be because it is a scoped app and not Global?

Maik Skoddow · ‎12-23-2020

I just rebuild your scenario and as an impersonated agent I was able to see the response templates.

Without access to your instance I cannot make any recommendations.

Did you check, that the agents have access to the table sn_templated_snip_note_template (System Definition > Response Template Configuration) and may see all the templates they should? If not, check the roles again and if no ACLs on that table block them.

YenGar · ‎12-23-2020

Thank you for your response Maik, and yes, I verified that they can read the data from the sn_templated_snip_note_template table. I impersonated some users and went straight to the table sn_templated_snip_note_template.list to verify. To test, I even granted some users write/create permissions on that table and created some templates for them and they still could not see them in the agent chat. Not sure what's going on with this. May require a HI case maybe.